411 Blog

Customers Talk Back

media-1

To the 411 Nation,
In January we told you that customers matter, and about a month later, that 411.ca delivers to customers. So what’s next? In this edition we give our customers the chance to “talk back”—to tell you what they think about us.

First up is Riaz Shah, owner of Cleanmar. These guys do a great job providing office buildings, restaurants and condos with all of the supplies and equipment they need to keep their places clean. Riaz told me: “The most important thing for me is to keep my customers happy and to make sure we give them what they need. It’s great that 411.ca helps people find us online.” Thanks for your comments Riaz. And I should mention that Cleanmar offers free delivery across the GTA!

Mari-Lou from Gatto Public Relations International writes: “We have been in business for five years with a database of more than 200 companies, yet we have never experienced such excellent customer service skills as we have from 411.ca.” Thanks Mari-Lou. We understand you also offer great service as you help businesses with their brand identity, marketing and PR. We also heard from Angelo from HomeFix, a boutique firm in Calgary that excels at home design, development and renovation. He tells us: “In an era when exceptional one-to-one customer service excellence has virtually disappeared from our industry, the work that our consultant has shown should be held up as example for others to emulate.” Thanks Angelo. We should also mention that HomeFix is fully insured and offers free estimates—give him a call and tell him you found him on 411.ca!

Our hard-working Online Advertising Consultants (OACs) are in our Toronto and Montreal offices to provide you with service in both English and French. While it’s great to get positive feedback from the customers you heard from here, we also recognize that sometimes we don’t meet your expectations of us. My commitment to you is this: We WILL get better at communicating with you and showing you your results. In fact, we have been working diligently to put together a fresh 411.ca look that will be launching this summer. This new site will provide you with a simple way to update your ad, log in to check your stats, and respond to customer feedback. New tools for advertisers + faster search + better local search + added search features = more leads for our advertisers! This is going to be an exciting year. Please keep the feedback coming. (BTW- thanks to my new followers on Twitter!)

Steve
Email: talkback@411.ca
Twitter@skcurry

Customer Spotlight: MiniMove.ca
Anthony started MiniMove in 1982 with a pickup truck and a unique idea: Owned and managed by the movers themselves, drivers should be company partners who share the responsibility and the profits. Canada’s first and only owner-operated moving company was born.
Master movers
Anthony knew that hiring unmotivated employees for low wages, back-breaking labour and few benefits was not the route to success. “The industry standard is to get ’em cheap and get ’em dumb,” he says. Unlike their industry counterparts, MiniMovers are “master movers” who own their own trucks and have a financial and emotional connection to their work. “Our commitment to customer satisfaction is unequalled in this industry because the movers themselves have a vested interest in the company,” he says.
Advice from Anthony
Like any workplace veteran, Anthony suggests staying away from hiring your friends and relatives. He also advises that new business owners to head on over to their local Better Business Bureau early on. “Learn how to meet their standards,” he says. “It will benefit your business more than you know.”
MiniMove meets 411
When MiniMove launched, Anthony strictly advertised in print directories. “We used to spend $30,000 a month in print ads,” he says. “Now that we’ve switched all of our marketing over to the web, we’ve seen much better results. There’s no question that business has improved drastically.”

“I work hard running my business every day. The most important thing for me is to keep my customers happy, to make sure we give them what they need, on time, at a competitive price. Internet advertising is new for us and it’s great that 411.ca helps people find us online. Our website is new too and 411.ca has been getting people to our site.”
-Riaz Shah, Owner, Cleanmar


“We would like to compliment you on the excellent customer service skills that our Online Advertising Consultant has provided us. We have been in business for five years with a database of more than 200 companies, yet we have never experienced such excellent customer service skills as we have from 411.ca. We sent our OAC an email with a change to our ad and he followed up with a phone call within 20 minutes of our request. He goes above and beyond, providing us with 110% service. Because of our experience with him, we recommend that our clients place ads with your company as well.”
—Mari-Lou Gatto, Owner, Gatto Public Relations International


“I want to formally commend my Online Advertising Consultant for the excellent customer service he provided to my company throughout the ramp-up and launch of our advertising campaign. The level of service that he extended was far beyond our expectations. I have never before written a letter like this on an entirely unsolicited basis, however in this case I was so impressed by the support and service he provided that I felt compelled to go on record with my praise. In an era when exceptional one-to-one customer service excellence has virtually disappeared from our industry, the work that our OAC has shown should be held up as example for others to emulate.”
—Angelo Safakas, President/CEO, HomeFix

411.ca is proud to be a national sponsor for the Scotiabank Pro-Am, a hockey tournament in support of the Gordie & Colleen Howe Fund for Alzheimer’s. Our staff will be teaming up with NHL greats in the Toronto tournament on May 5th to 7th.