You want to know what I’ve done a tonne of this summer?

Play tennis.

And when I get into something (like red wine, crazy Japanese food, and obscure German board games), I’m all in.

So…with that in mind, I’m quickly tearing through my gear (read: tennis balls, strings, runners, outer-wear (if I can say that), and most of all – racquet).

About half-way through this summer I went on a search for a trainer to up my game and help me work on some areas that I feel I could improve on. I mean, really, we all have some weak spots, no?

But enough about that, let me steer through the ins-and-outs of my service game and top-spin tactics and cut to the meat of this thing…I needed a place to get gear (see above), good gear, at good gear prices.

Cut to someone giving me the head’s up on a place called Tad’s Sporting Goods at 8570 Granville Street (at 70th); I have no idea what the ‘Tad’s’ is all about, likely someone’s name, but what do I know?  Many of you have likely driven by close to 100 times (if you’ve ever gone to the Vancouver Airport from the City) and never noticed.

So here’s my advice:

• If you haven’t gone…go.
• If you have…great.
• If you were meaning to, tried to, and/or haven’t got around to it…nice work; room-to-improve.

Tad’s Sporting Goods is what I would call a racquet sport smorgasbord. Why do I say this? Well:

1. Tad’s is about 1/3 of the size it needs to be
2. Tad’s stocks close to, and I’m not joking, three times the amount of stuff it was built to (bags and racquets almost hit-you-in-the-face when you step through the door); and
3. Tad’s has prices and selection that trumps any of the places I’ve ever been to (read: sorry Sport Check, I’m moving on).

What also comes stapled to this tennis (and badminton, etc) wonderland, aside from an uber selection of gear, is varying levels of service.

Now, don’t get me wrong, I’ve been only once (but I was there for quite some time, and am a serious customer). I dealt with three people, and here’s my take:

staff member #1 – barely acknowledged me and didn’t bother to stop stringing a racquet to deal with me;
staff member #2 – dealt with me quickly and gave the impression he had better things to do; in fact, he rushed me out of the changeroom (he did help me check out a racquet, though, so half-points there); and
staff member #3 – took the time to climb over mountains of Nike, Babolat, and Adidas gear to find something that fit me in the style that I was after; I’m talking crazy knowledgeable service in a manner I’d liken to a similar level of efficiency when CD’s came on the scene and had their way with cassette tapes.

All in all, bit of a Goldilocks story with Tad’s: great selection of porridge; the third one was just right; and I want to come back again, when it’s safe to do so/I’m ready to buy the crazy Babolat racquet I’m about to demo.

darren

I love coffee.

If you live in Vancouver, or the Pacific Northwest for that matter, you probably do too.

What better way to celebrate our love of the bean with an expose on a truly unique Vancouver offering – Ethical Bean.

To do that, we sat down with with Kim Schachte, co-owner and co-founder of Ethical Bean to get behind the caffeine.  Here’s what we focused on:

1) how they got to be who they now happen to be (and why);

2) if there’s something different about how they treat their customers and the service they give them;

3) what her thoughts are on the Vancouver coffee culture;

4) why people looking for quality coffee (especially Fairtrade Organic Coffee) should choose Ethical Bean.

_________________________________________________________________________________________

1. State your name, rank and serial number. If you don’t have one, surprise us.

Kim Schachte, Creative Director, co-founder and co-owner of Ethical Bean.

2. How (and why) did Ethical Bean come to be? What’s the thought behind it?

Ethical Bean was inspired by a period my husband Lloyd (ed: pictured to the right with Kim) and I spent in Guatemala during the adoption of our first child, daughter Amelia. At that time, we were just coffee lovers. While in Guatemala we toured coffee fincas and learned about coffee, how it is harvested and processed. We also learned about the plight of farmers and how opportunistic coyotes (or middle-men) preyed upon their bad fortunes. Often times, we were told, they were forced to sell their future crops at prices far below the cost of production in order to put food on the table.

When we returned to Vancouver with Amelia four months later, we were changed. Maybe it was something to do with being new parents as well that gave us the idea to search for a deeper connection to what we were working at. We began with the idea that we wanted to give back to the Guatemalan community that had given us so much. This research led us to coffee, and with marginalized farmers in mind, eventually to Fairtrade Organic coffee.

It became our mission during the development of Ethical Bean Coffee that we would bring Fairtrade Certified Organic coffee out into the light. To produce only Fair Trade Certifed Organic throughout our line, which at that time wasn’t being done by anyone. Additionally, we were committed to sustainability, which would be the driving force for everything we did. We developed the tagline “just. better.”, combined with the company name, Ethical Bean, to communicate our message to our customers.

3. In simple terms, perhaps to someone who isn’t familiar with the Fairtrade Oragnic concept, explain what Ethical Bean does (and why they do it better than the rest).

Guided by our intention to be just and better, Ethical Bean not only supplies the best tasting 100 percent Fairtrade Certified Organic coffee, we have built our roastery to LEED (Leader in Energy and Environmental Design) CI Standards, introduced a bag recycling program, become a B-Company member, and are carbon neutral, among other things. We are continually searching for new ways to stay one step ahead. If it’s not just. better. we just don’t do it.

Our most recent introduction is our new free iPhone app (other phones soon) that enables customers to scan our coffee bags to discover cupping notes, watch video blogs, and Google Map the exact location of the farm where the coffee was grown, all from the grocery aisle.

4. Explain a typical day for you (and the staff) at Ethical Bean, if there is such a thing.

It’s go, go, go here and everyone is fueled by coffee.

5. We’re a big coffee city, as you know. That said, we’ve seen (and reviewed) plenty of ‘big chain’ and ’boutique’ coffee shops around town. What are your thoughts on the proliferation of the coffee bean on the Vancouver scene?

The more coffee shops in town the better the coffee – competition keeps the bar set high. Of course, now that Vancouver is officially a Fair Trade Town, it would be nice to see more places serving Fairtrade Certified Coffee.

6. Is coffee and all of its incarnations trendy or is it here for the long-haul? What would your advice be to the non-believers and the non-drinkers?

I think coffee’s here for the long-haul. It just plain makes you feel good, and energized. Ethical Bean is here to provide the best overall coffee experience. To create a new kind of connection and conversation between coffee producers and coffee lovers. And to do that in the most respectful way possible.

7. How does your staff focus on your customer and make them feel like they’re important? Has this been a challenge as you’ve blasted on to the Vancouver landscape?

Everyone here is an embassador for Ethical Bean. If a customer has a problem with our coffee, we’ll go out of our way to fix it. We’ve even helped fix people’s home espresso makers just so they can get the absolutely best cup of coffee they can at home.

8. What have some of your criticisms been (either as an entrepreneur or as a business)? What’s changed because of it?

Our biggest complaint has been the non-recyclability of our packaging. This unfortunately is a problem that all high quality coffee roasters face if they sell to retailers. The problem is that we have to keep the coffee as fresh and safe as possible and the bags we use are the only ones that do that. We’re constantly testing and researching other more environmentally friendly solutions to our packaging, but until that day comes we can only do our best to find ways to upcycle the bags. We’ve also instituted a bag return policy so our customers can bring back their used coffee bags (even those of our competitors) and we’ll store them until we can find a viable way of reusing/recycling them.

9. Part of the customer experience, we think, is getting something ‘when’ you want it and ‘how’ you want it. How does Ethical Bean ‘dot these i’s and cross these t’s’? Is it consistent?

Quality and consistency in our product are our top priorities. We have a full-time Q Grader (ed: Aaron De Lazzer, pictured to the right) who tests our coffees daily for quality and consistency. He also happens to be the very first Q Grader in Canada and our facility is HACCP compliant.

10. Describe the best and the worst customer experience with Ethical Bean that you are aware of.

There are many happy customer stories – too many to mention. Rarely, customers have questions about the coffee that they have purchased and we answer each of these questions personally. If they have bought a coffee that is not to their liking, we replace it. A ‘memorable’ customer experience that comes to mind is kind of embarrassing. A former Ethical Bean employee driving our branded Prius from a demo downtown cut off another car and made a rude gesture. Given that the phone number is rather largely printed by the name of the company it did not take long for the driver of the other car to contact us…

11. Has throughput been as anticipated since opening?

We’ve been doing incredibly well. Fair Trade Certified Organic coffee has grown considerably over the years since we started. People are becoming aware of the benefits that Fair Trade can bring for farmers in coffee growing regions. We are doubling our production space, expanding product offerings and expanding into new markets.

12. What’s your five year plan for Ethical Bean? What would help advance this? What would throw a wrench into it?

Being just. better. Continuing to live by these words keeps us on track. Not heeding our mission and values would throw a wrench into our plans.

13. Who has been your role model or inspiration in life, coffee and/or business?

To do the right thing. An early inspiration was Joseph Campbell’s advice to “follow your bliss”. Bliss for me means bringing integrity into everything I do, and striking a balance between work, family, community and time spent connected to nature.

14. In 30 words or less, put the following words into a cohesive sentence: pepper corn, extension cord, running shoes, and erasable ball point pen.

I tie my running shoes with an extension cord to keep my pepper corns comfortable, and my erasable ball point pen keeps track of my time.

15. Finally, is there anything you can offer to the readers of this interview who comment on their experience with Ethical Bean (either good or bad)?

We’re here to do the right thing. We WANT to do the right thing, and we listen to our customers.

Come for the candles, elegantly coiffed armpit hair and palpable pulse deceleration, but stay for the wine…

Such should be the motto for Salt Spring Island, and in particular the gem of a vineyard I discovered among its pastoral valleys and – on my bike – surprisingly numerous hills.

One would think that covering a distance three years distant, from the comfort of my rather unglamorous but still inarguably easily-propelled (“push foot on accelerator”) car would still provide some sense of the topography of the island – something, say, an infrequent cyclist on a 1995 mountain bike with a grandma seat (with springs!) might be interested in knowing.

But one would be wrong.

I remembered a Gulf island made up of one part Netherlands and two parts Saskatchewan, with a pinch of Russian steppes thrown in for good measure, as was sadly, and rudely awakened to its rugged BC-ness the minute I rolled off the ferry. It was here that I encountered a funicular-worthy slope, which a bevy of 1970s Datsuns and VW vans had commenced groaning and grinding their way up.

Suffice to say the following half hour produced a herniated shin, a hyperventilation scare and two minutes for unsportsmanlike conduct, but my Dad (who incidentally tackled the cycle trek like he wasn’t twice my age – rather the opposite) and I arrived at long last on the cobblestones of Salt Spring Vineyards (“SSV”).

Set on the slopes of Mount Maxwell and located just off the road that connects Fulford Harbour to Ganges, SSV is a beautiful spot replete with a tasting barn (with B&B above), pond with tame, live-in ducks, and a patio where you can relax with a bottle of wine and take in the magnificent vista (a la Darren’s visit to the Sonora Room). Best of all for our visit, however, was the excellent care provided to us from the minute we arrived.

While she understandably didn’t try to disentangle me from my bike, which lay on top of me after I fell exhausted in a heap near her front gate, proprietress Joanne McIntyre did welcome us in, chat at length about the special character of Salt Spring, and pour us some terrific wine. Flanked by her two grown children who emulated her dedication to customer care, Joanne took the time to teach us about the island’s – and province’s – evolution to better grapes and wines.

We spent a very enjoyable hour on the deck, and it was SSV’s service ethic, in addition to its excellent wine, that made the difference. Luckily for all concerned, it was all downhill from there…

My personal best for server-neglect-patience was tested recently when I was seated at the Blue Canoe Waterfront Restaurant on the docks in sunny Steveston.

I admit to feeling guilty writing about the restaurant, as I have yet to actually successfully dine here given its popularity (it’s often full) and my stunted forethought lobe, but a recent experience here is worthy of a couple of sentences.

If I make it back and actually have (to quote Frank Ricard) a whole meal of food, I will revert with an ‘update’… Anyway, here’s what happened:

• full restaurant, big table nearby (10+)
• my lovely wife and I were seated and, over the course of the ensuing twelve minutes, treated to a game of hide and seek where we were ‘hiding’, and the entire staff went out for a corned beef sandwiches. Or maybe one of those waffle cones that waft down the docks in a borderline evil way.
• After twelve minutes of having nary a soul stop by the table – no water, no drinks, no bread, no specials, no hello – we packed up and headed out.

It’s too bad (I was disappointed), as the place has a good vibe and the menu looks like it has a few decent possibilities.

Perhaps next time we’ll wear reflective vests.

Far be it from me to tell you where to get your pizza on.

What I can tell you though, is that if you: 1) are at or are near Whistler Creekside; and 2) have a hankerin’ for some really original pizza pies (with a smattering of laid-back Whistler service), then get to Creekbread (if you really want to, of course).

We rolled into Creekbread a few weekends ago during a stay at Blueberry Hill and came with the G-dog in tow.  So…already a huge question mark if we were going to be served.

Tick in the box…our server saw our need for some all-organic ingredients from an all natural, wood-fired, clay pizza oven. And made it happen (quick like).

She let us hitch up the pooch to the outside patio (see the bottom left of the second photo on this post) while we got serious with our slices and some great tasting beer in the sunshine.

I can’t remember her name, but that doesn’t really matter.  She was blonde, smiled a lot, and has been in Canada for a few months from Australia. We thought she was very personable (already full marks for allowing Gallagher patio access), got into a great conversation with us, and remembered to keep the beers coming and the pizza hot.

Great day in the sunshine from what invariably looks like a highway rest-stop if you’re not paying attention.  But when you pull in, all of that goes away.

Enjoy (if you really want to, of course).

darren

It’s the long weekend and I thought I’d check in and drop some fun stuff for all y’all.

Below you’ll find (my first imix) a cross-section of what’s been keeping me busy lately. The mix takes you from the rousing and driving beats of BRMC and Kasabian through to lullaby like ballads from Andre Either and The Boss.

If you want to sample, click the album icon and take a listen in itunes.

Sunblock your way through the weekend (it’s sunny in Van)!

darren

Do you:

• Like saving money and getting high quality product in return?

• Enjoy being remembered by your first name?

• Appreciate service that extends far beyond the initial purchase? (and I’m not just saying that because it sounds cool)

I may be off in claiming this, but most of us probably do. So, we decided that it was about time that we popped open the box and cut to the colour, clarity and carat of Crest Jewellers at 329 Howe Street in downtown Vancouver.

To do that, we sat down with with Hanif Jina, owner of Crest Jewellers, to talk about a number of things people in Vancouver who are looking for the jewellery and customer service worlds to collide.  Here’s what we lobbed at him:

1) how they got to be who they now happen to be (and why);

2) if there’s something different about how they treat their customers and the service they give them;

3) what his thoughts are on high-end luxury goods and their profile going forward;

4) why people looking for jewellery (especially engagement/wedding rings and platinum) should choose Crest.

_________________________________________________________________________________________

T&D: State your name, rank and serial number. If you don’t have one, surprise us.

HJ: Hanif Jina, Jeweller, designer and jewellery customer service rep!

T&D: How (and why) did Crest Jewellers come to be?

HJ: Crest Jewellers started over 20 years ago. The need for custom design was just starting. I saw the potential for this market, and worked towards developing it through hard work and dedication to my customers.

T&D: In simple terms, perhaps to someone who isn’t familiar with the jewellery business, particularly when it comes to retail in Vancouver, explain what Crest Jewellers does (and why they do it better than the rest).

HJ: First, we never push our customers to buy our ready made pieces. We like the customer to try on the piece, and let them make up their mind. Sure, we will make suggestions, but the customer is the final decision maker.

With respect to custom designing, especially engagement rings, we work tirelessly with the customer to make sure that their ideas come to fruition.

T&D: Explain a typical day for you, if there is such a thing.

HJ: A typical day. No such thing!

Trying to negotiate the best deal for a diamond for my customers takes up a lot of time. You know, I am working for my clients, so I try and make sure that I negotiate the best price for them. They trust me on this one, so I have to deliver.

The rest of the time is making sure that all the CAD designs, and finishing on rings are done on time.

T&D: We’ve seen a good deal of large, high-end fashion/jewellery retailers come on the scene over the past few years, including some serious ‘swanky’ competition in downtown Vancouver. Do you have any thoughts on this?

HJ: You know, the “high end jewellery” retailers are not a big deal for us (T&D comment: like Birks, Tiffany’s, Holt Renfrew, and the others who have distinctive boxes/packaging that probably cost most than your three most favourite pairs of jeans alone), because we have a proven system that they cannot duplicate. It’s a secret…

T&D: Why should people consider Crest Jewellers?

HJ: Simple: I am not happy until the customer is happy. I once delivered pieces for a corporate client all the way to Whistler! Our CAD technology to build rings is unbelievable. If you can dream it, we can make it.

T&D: Has the economy’s performance over the past few years affected customers’ ability to spend on luxury goods, like jewellery? Have you seen it impact your top line? What have you done to adjust to this new environment, if so?

HJ: Our main business is engagement rings and wedding bands. Whether the economy is up or down, you still need that ring!

T&D: How does Crest Jewellers focus on the customer and make them feel like they’re important?

HJ: Focusing on exactly what the customer wants, and asking questions. Also, I always encourage the customer to ask questions, bring in designs etc. My customers end up being some of my best friends!

T&D: Part of the customer experience, we think, is getting something ‘when’ you want it and ‘how’ you want it. Speaking from personal experience, I know that Crest Jewellers can deliver. How do you ensure this level of satisfaction is consistent?

HJ: Keeping up excellent customer service and product delivery is something I live with every day. I am always thinking about how to build on the successes of my business.

T&D: What’s your five year plan for Crest Jewellers in Vancouver?

HJ: To let people know through your site about the great service, and custom design services offered by Crest Jewellers!

T&D: Who has been your role model or inspiration in life and/or business?

HJ: Actually, Jim Pattison. Here is a man who started with hardly anything, and built his business through hard work, and customer satisfaction. Something I can relate to.

In jewellery design, I like Cartier and his pieces when he was starting out – unbelievable what he could do using the technology back then for goldsmithing.

T&D: Finally, is there anything you can offer to the readers of this interview who comment on their experience with Crest Jewellers (either good or bad)?

HJ: If you want to design a ring, come in and let me help you. We have the best technology and craftsmen in Vancouver. If consistent excellence is what you are looking for, you have found it in Crest Jewellers!

…

Thanks to Hanif and to Crest Jewellers for taking the time (and effort) to speak with us.  We can be a handful at times, we know…

darren

There is little I love more than skipping into a wee cafe on a rainy morning after the night before and ordering an indulgent breakfast.

Medina Cafe, located in Vancouver’s newly appointed Crosstown area, at 556 Beatty Street, has quickly become the cafe du jour of the weekend crowd.  With a unique and utterly tasty menu of lunch, brunch and breakfast dishes, including Ouefs Cocottes of baked eggs, smoked black cod, asparagus, goat cheese, lemon potatoes with grilled foccacia and Tortilla of baked eggs, chorizo, red pepper, cilantro, olives, avocado with charred tomatoes and corn salsa.

Medina had me at hello with their famous tiny house-made, light, flaky waffles served with your choice of exotic toppings including fig orange marmalade and lavender milk chocolate. With a cup of dark, aromatic coffee or in my case, a lush green tea soy latte, there is little that can come close to the pleasant indulgence of this.

Now with all that said, Medina Cafe is, as mentioned, busy as ever during lunch and weekends, but in all my experiences there, I have only ever encountered fast, attentive and friendly service.  Considering the tight space of the cafe, it would be very easy for the staff to fluster and lose their tempers but instead, they channel the energy and go with it, allowing the customers to enjoy their fabulous meal or quiet beverage.

We at timinganddelivery.com would like to take this opportunity to welcome its newest partner, Crest Jewellers!

Crest Jewellers has been a Vancouver jewellery landmark for over 20 years situated at 329 Howe Street.

Having had experience with them myself, as well as passing countless references on to friends of mine who have since go on to select Crest Jewellers as their platinum/diamond/jewellery specialist, I couldn’t agree more with the testimonials I’ve read, especially these two:

Crest Jewellers specializes in custom design and was one of the best referrals we received. Aside from their wonderful hospitality and patience, their craftsmanship & quality is uncomparable! One of the great things about them, is they are not happy until you are happy!

…I look down at my finger and see that you, without question, made the perfect ring for me. It is exactly what I wanted…Your kindness, professionalism, and integrity exceeded all of my expectations.

We’re proud to have Crest Jewellers as our newest sponsor. Never before have I (and others we know) received such personalized service and attention to your needs with such a complicated and important purchase. So…welcome Crest Jewellers!

darren

We at timinganddelivery.com would like to take this opportunity to welcome its newest partner, body politic!

body politic is located at 208 East 12th Avenue (SE corner) and is centred around sustainable design and limitless style.

According to their Web site, it’s about choice, not sacrifice. Independent designers from Vancouver to New York are showcased at body politic.

The back-story:

Growing up in Edmonton, Alberta, owner Nicole Ritchie-Oseen always had a determined spirit and a love of fashion. Packing up this determination (and, she confesses, a lot of clothes and shoes) she set her sights on Vancouver to study fashion merchandising at Blanche Macdonald. The dream turned into reality with a business plan, a location on Main Street, and a name which embodied clothing that is sustainable, ethical, and organic.

We’re always happy to showcase new talent…and service worth checking out.  So…welcome body politic!

darren

I wanted a rat tail when I was 8 years old.

I don’t really remember who I was idolizing at the time, but on reflection these many years later, I realize it must have been someone who had less caring parents and a downright heartless barber.

Needless to say, I survived the injustice of my denied rodent haircut and grew into a man of short-cropped hair (some of which regrettably seems to be growing back with less gusto than others these days).

I fondly remember my Saturdays at Beacon Barber, my dad on one side of me, a large stack of gentlemen’s magazines on the other (off limits to me).Like all things that happened when my biggest worries involved penny racers and BMX pads, I look back on those times with a fond sense of nostalgia.

Things really were simpler then.

There is a barbershop in Steveston that very much re-captures those halcyon days, transporting you back to those simpler times. Steveston Barbers, a block west of No 1 Road on Chatham Street, displays its history proudly in its vintage signs, antique barber chairs and friendly banter.

Rather than staring blankly at your reflection (as is the case in all other places I’ve had my hair cut), customers are faced inward to one another, with their respective barber in behind. The effect is the creation of an 8-person all-male chat room. And chief among the participants of the chat room are Father-Son duos, out for their Saturday haircut – a continuation of the time-honoured tradition.

The shop has been in business in the tiny fishing village in the southwest corner of Richmond, B.C. since 1937. The shop relocated across the street, then migrated a block north to its current home at 3880 Chatham Street to dodge the wrecking ball as its second location was demolished for redevelopment last year.

Iain, the owner for the last 19 years, keeps the discussion lively and his compratiots are not shy about trading barbs across the shop floor. It all makes for a great – and decidely male – experience: something refreshing in Vancouver’s world of man purses and back facials.

Now if I could only get them help me bring back the rat tail…

Steveston is generally known as a place to go on a sunny July day to get fish ‘n’ chips, sit on the boardwalk and drip tartar sauce on the watch your wife gave you for your wedding that then needs a $60 repair job.

Ice cream parlours compete (strangely) with beauty parlours for supremacy alongside many excellent restaurants. As a commit-able caffeinaholic, however, it is Steveston’s burgeoning coffee scene that keeps me coming back – specifically the caffeine and conversation being slung by Davood Kahatami and his fabulous team at Bean and Beyond Café at 120-12420 Number 1 Road.

While that may sound like a lock combination or GPS longitudinal coordinate, the café is easily spotted by going to the main crossroads in Steveston Village and looking for the burgundy sign.

Visitors to the café are made to feel like welcome guests at an abnormally-functional-family dinner. Many regulars perch and carry the thread of conversation from one day to the next, and it’s clear that there really is a sense of camaraderie, which means ribbing and fun also come with the territory.

Davood recently renovated the space, so his diagonal counter/coffee bar allows him to hold court, cook the café’s amazing meals and wave to the many passersby. The lattés pass my admittedly snobbish palate (Starbucks: please stop burning the milk and watering down the espresso), so Bean and Beyond gets a solid 5 beans out of 5.

mike

Coffee has a special place in my heart – kind of like a harem apartment, where it lounges in extravagant opulence until called upon to perform its sacred duty.

Being a Vancouverite is a tremendous treat, therefore, given our fine city’s borderline pathological obsession with all things java. I could (and likely will in time) go on and on about the various excellent cafés around town that have taken the time to figure out how to source and brew a proper espresso, as the past 10 years have brought a veritable renaissance of what was once (think 18th c. Europe) a thriving social and culinary phenomenon.

At the top of my list of excellent cafés within the Vancouver city limits is “Mink A Chocolate Café”. Given this blog is dedicated to exposing the soft underbelly of Vancouver’s ‘service’ experiences, I’ll focus on that aspect of Mink, and just lob in a quick plug for the amazing quality of both their espresso drinks and hand-made chocolates and ganaches. You can also get waffles and even roast marshmallows at your table to create s’mores.

Tres cool.

On to service… owner Marc Lieberman has done many things right with Mink, from the slick décor to the aforementioned great product, but his crowning achievement has to be in the human resources department. Mark has created a United Nations of sorts, in that he employs attractive, charismatic twenty-somethings from around the globe… the U.S., Kazakhstan, Belarus, the UK, Mexico and many more – all of whom have a knack for making customers feel welcome and appreciated.

My latté is always the right temperature, and ready before I’ve paid, and I know that I’m not the only regular who enjoys this level of service. Marc himself is a friendly fellow, and can be seen daily working behind the counter or mocking up new graphic design ideas for his signage and chocolates.

Whether you’re in the market for a chocolate fix or a great cup of coffee, you’ll have it served up with a smile if you hit this great café at the north end of Hornby Street, in the courtyard opposite the Vancouver Club.

mike

…and have carried on, to be sure.

It’s been about six months now since my favourite band from Wales released their seventh studio album. Named not after what this Vancouver lounge has on its menu, but after a 1939 poster from WWII. Who knew?

I missed them when they were in Vancouver promoting their stuff during the 2010 Olympics.  There will be more times! After wearing out the repeat button on my iphone,  believe me when I tell you that they’ve put a lot of heart into it. Well worth the itunes click (bold names are ones you should definitely write home about):
1. “She’s Alright”
2. “Innocent”
3. “Beerbottle”
4. “Trouble”
5. “Could You Be the One?”
6. “I Got Your Number”
7. “Uppercut”
8. “Live ‘n’ Love”
9. “100mph”
10. “Wonder”
11. “Stuck In A Rut”
12. “Show Me How”

My favourites so far are Uppercut and Live n’ Learn (and for you sensitive types, definitely 100mph). Both are done in classic S’phonics hard hitting style and 100mph most certainly reminds me of Rewind from Language. Sex. Violence. Other.

Enjoy iphone, ipad, itouch, ipod, and ishuffle users, these tracks will have you wanting more.

Run on!

darren

Whether you remember/care about 1980 or not, there was a movie made that year that spoke volumes to me.

In it, lies a beautiful sentence or two that pretty much sums up my experience I had at Dario’s (read: la piazza dario):

Elwood:
It’s 106 miles to Chicago…we got a full tank of gas…half a pack of cigarettes…it’s dark…and we’re wearing sunglasses.

Jake:
Hit it.

It was a Wednesday…around noon. And tying it all together – it wasn’t dark out, I didn’t drive, I left my sunglasses at home, I was further than 106 miles to Chicago, and I don’t smoke. But that’s not the point.

The feeling Elwood (Blues) was trying to portray to his portly big brother, Jake, was that everything was perfect.  The stage, in other words, was set.  This is exactly how I felt after I left La Piazza Dario.  To be honest, rolling up to what looks like a roller skating rink/curling complex from the street with a parking lot that would rival a big box store (understand it’s the Italian Cultural Centre and all), I wasn’t exactly prepared for anything special/a fine dining experience.

Was I wrong.

The service…was as personal and as genuine as it gets.  Loved the eye contact, smiles, and good natured staff.  I did not expect this.  To top off, the food and the ambiance, which is impeccably Italian and warm, one of our servers (we had two) individually wrapped the Birra Moretti glasses that were given to one in our party as part of a special that was going on.  Prego.

What’s more, is that the timing of the order taking (not too pushy) to the delivery and presentation of the food couldn’t get much more precise.  There were five of us, and our business lunch lasted close to three hours – you’ve got to be on your ‘A’ game with a table that lingers like that, I think.

Don’t judge this book by its cover…it’s definitely worth opening.

And come with an empty tank (c.1980)…

darren

Its been a mighty long time since I’ve talked about anything having to do with music.

And that’s odd (music and service are big parts of my life).

With so much new material out there, I had to stop and say something…especially about one of the bands that I’ve followed for a very long while: The Soundtrack of Our Lives.

With ties to Oasis, a profile that’s flown under the Swedish mainstream radar, and a well-established reputation across the globe for knowing how to sing their hearts out and shock fans, they’re an impressive act.  Since discovering them in 2003, I was happy to come across their recently released double-album, Communion, earlier this year.

And, if you’re keen, get a hold of their EP and their key track, Passover (acoustic from Stockholm, below):

darren

It took me a while to get over the break-up of Huey Lewis and The News.  I’ll be honest, it hurt.

It also took me a while to get over the service experiences I witnessed at Starbucks Whistler and Starbucks West Georgia (store #s held back to protect the innocent, of course).

Aside from Huey’s musical catalogue and Americano Mistos being served in small containers of awesomeness, I can’t say that their really is any similarity between the two, but that’s not the point.  We all move on, right?

So..speaking of moving on, allow me to introduce a Starbucks in Vancouver that I’ve obviously caught on the rebound and now am seriously involved with; Starbucks at the Sheraton Wall Centre (1088 Burrard Street – basement level on the Hornby side).

Not only is this kiosk of caffeine located directly on my route to the office, its got massive glass windows through which the barristas are able to view you approaching from.  Why is this important?  Because…they are about 50% of the way through preparing my order before I even step up to the counter.

It’s that good.

Now I’m not saying that if you go to this store, you’ll have the barristas read your mind and perhaps pick some lucky lottery numbers for you.  What I’m on about is that the staff here (read: not company owned store by the way) value their regular customers and pay attention to the details/remember what matters most to them.

In the mornings (and they’re early) for me, that’s two things: Mistos and efficiency.

I no longer want a new drug,

darren

The team is off to Seattle this weekend in search of great deals (did someone say par?) and of course, great service.

From our last few encounters, Tavolata and Taste of India more than impressed with both the food and the service.

In the first case, the posh and slick exterior was just as posh and slick as what you received on your plate (and how you received it).  In the Taste of India case, you might drive by the place and never think of stopping in…but if you did, you’d be doing yourself a disservice (case in point with Handi).

In any event, Seattle is a great town (somebody say Death Cab?) and we’re very excited.  I hope to bring back some stories and some thoughts as we continue plow through the Vancouver service scene.

darren

Being a dog owner, and a Kitsilano resident, I consider myself to be someone who’s aware of where to go to get stuff for your dog.

And probably like many of you (if not all of you), I also enjoy being treated well – and sharing that experience with others.

And so our story goes…from the first day I introduced Gallagher to WOOF! in the Summer of 2008, I have been a happy puppy. That said, I wanted to uncover what makes WOOF! run ahead of the pack as I think they really have something going on.

To do that, I sat down with with Yuki Cripps, owner of WOOF!, to talk about a number of things pet owners, like you and me, should know, including:

1)  how they got to be who they now happen to be (and why);

2)  if there’s something different about how they treat their customers and the service they give them;

3)  what their plans are for tomorrow, next Tuesday, and five years into the future; and

4)  why people looking for a place to care for their dog or cat should be choosing WOOF!

_________________________________________________________________________________________

T&D: State your name, rank and serial number. If you don’t have one, make it up.

YC: Yuki Cripps, Top Dawg

T&D:  How (and why) did Woof! come to be?

YC: I have always been involved with animals but did not know what I wanted to “do”.  Before I started Woof!, I had many animal related “jobs” trying to find what it was that I wanted to do in life. And, after working with my friend at her specialty dog retail store and it came to me! We then started looking for a location.

My friend’s husband found our current location (1905 West 1st Avenue) and told me about it. I jumped at the opportunity and that same night, I became the owner of WOOF!

I called my marketing guru friend and sister (who don’t know each other and live 1,000km apart!) and they both came up with the name WOOF!; it was meant to be.

T&D: In simple terms, perhaps to someone who isn’t familiar with Woof! or the ‘West coast pet lifestyle’ at all, explain what Woof! does (and why they do it better than the rest).

YC: We are a boutique style dog food and grooming store. We only sell high quality dry, canned and raw food. No bi-products, no corn, no human grade. We try to have interesting, unique and practical toys and accessories.

I also try to keep on top of nutritional and training knowledge so that I can advise as needed. Our groomer has been grooming for 25 years and is known to be very gentle with the dogs.

T&D: Explain a typical day for you (and the staff) at Woof!, if there is such a thing (especially before and after London (Yuki’s first born/your first year in business).

YC: Grooming can start as early as 6 am especially during the Christmas season and Olympics! Doors open at 11am (before London, I was usually there by 9am). What happens during the day changes all the time, always unpredictable but one thing is a given, we always have our regulars pop in for a visit.

Since London was born, I have not been at the store as much I like. I have been depending on Camilla to run the store. I am starting to get back more and more as I miss the store and my regular visits!

T&D: We’ve seen a groundswell in the grooming/pet store concept over the past few years, including some serious ‘swanky’ competition on the local scene. Do you have any thoughts on this?

YC: There is no shortage of pet stores/boutiques. I think what makes one successful, are the people who run it.

We try to be knowledgeable and personable as I believe that is what brings people in. We are a neighbourhood store and our neighbours have become our friends.

T&D: Why should people consider Woof! as their pet store/groomer?

YC: We try to work with our customers and customize orders based on their needs.

T&D: How do you focus on your customer and make them feel like they’re important to you?

YC:  We try and spend as much time as we can with each person and dog. If we don’t have something readily in the store, we will do our best to help with another product or bring it in for them. Personal relationships, and after-sales service is very important (Note from T&D – I can attest to this based on a collar we purchased and returned after a few months with it because of a tear; full replacement for a brand new one!)

T&D: What have some of your criticisms been (either as an owner or as a business)? What’s changed because of it?

YC: Sometimes the groomer is very technical and we have tried to make sure that we use “everyday/laymans” terms in a practical manner rather than a technical manner.

T&D: Part of the customer experience, we think, is getting something ‘when’ you want it and ‘how’ you want it. How does Woof! satisfy this equation?

YC: We try really hard to get grooming appointments in when we can and work around timing. From a food/accessories standpoint, we try to make sure that we get our orders done in a timely manner so that our products are readily available when needed.

T&D: Describe the best and the worst customer experience with Woof! that you are aware of.

YC: BEST:I try to give practical advice on nutrition/training and when a customer comes back to thank me because my advice has helped, it just makes your day.

WORST: We get attached to our regulars and we get very emotional when we hear that they have passed. We had a regular dog that was getting groomed when our groomer found a cancerous tumour in the dog’s mouth. It started to bleed out while in the bath. The dog was rushed to the vet, and it was confirmed to be cancer and was put down a week later.

T&D: What’s your five year plan for Woof!?

YC: To have Woof! a household name in the neighbourhood!

T&D: Who has been your role model or inspiration in life and/or business?

YC: I look to many people in my life and they all seem to influence and push me in different ways.

T&D: In 30 words or less, put the following words into a cohesive sentence: yam fries, egg timer, light switch, rock n roll music.

YC: That’s a tough one…especially for someone who is sleep deprived! How about – The light switch turned on as the egg timer went off when the yam fries were cooked to rock n roll music.

T&D:Has delegating control to your employees been hard for you as an owner? What’s better/not-so-better because of it?

YC: Yes. I am a control freak but I had no choice when London came along! No one is me but they can be pretty close.

It is good to have another person’s view point and opinion as I think having another set of eyes helps you “see” things you may not have noticed; and can help you improve them.

T&D: Finally, what would you like to know of our readers (to be answered in the comments section)? Ask away!

YC: How can our store help you? Is there a product that you are looking for?

—–

Simple and focused on you and your pet is what I take away from WOOF!  Hope our little interview has peeled away some of the mystery behind that big yellow sign at the corner of Cypress and West 1st Ave.

darren

How much is an onion worth?

Well, if you were with me this past Saturday night at Jolly’s Indian Bistro in Kits…$10 (and then some).

But before we price the produce here, let me paint a picture for you: trying to find a consistent (and good) Indian restaurant in the Kitsilano area is like a trip through a drive-thru car wash – some aspects are abrasive and some are subtle.

On a busy Saturday night (which I thankfully made a reservation for – note the phone number below; Google references two or three that no longer work), our group was promptly shown to our table – about 7 feet to the right of the front door.  Did I mention it’s a small space?  Don’t think I did…so here’s (a dabbling of) the backstory:

Stepping through the doors at 2928 West 4th Avenue, you are immediately bathed in orange, immersed in curry aromas, aware of the tastefully decorated (and tight) space, and if there on a weekend evening…witness to the vibe/throng of loyal customers and first timers who have descended upon this pumpkin-coloured gem of an Indian restaurant in the middle of hipster Kits.

Jolly, the owner, (and his wife) have an interesting story, stemming all the way back to learning the ropes from the local cafe street chefs in Dehli.  In 1996, they came to the (604) and the rest is what you can now experience.

Unfortunately for me, I can’t really comment on the experience 100%; bringing me back to the $10 onion.

You see, on this particular evening, despite our having our table (the best in the house, I’d say) and everything firing on all cylinders, Jolly was the sole kitchen quarterback.  And that said, with one of our party allergic to onions, nothing on the menu (aside from rice, naan bread, and one of the zucchini dishes) was able to be custom made to accommodate.  Well, at least not for another 1 to 2 hours (so the story goes from our server).

Regardless, I have to say that from what I experienced (one bottle of wine for the table, and two orders of Pakora and Samosa), the food was very good.  I could only expect that the rest was too?

Our servers, of which we had two for some reason, were hot and cold (one was definitely more relaxed than the other) which left a mixed sensation of being impressed with the small portion we were able to try (as we were walking out of Jolly’s to our next restaurant who could make something without onion) and confused why it seemed like a struggle to get an answer out of them in a timely fashion.

Perhaps this one in particular was frazzled somewhat…doesn’t matter…she came back with a $10 GC for our next visit (for our troubles) and I do think at that point, she genuinely felt bad.

I know I did (somewhat).

darren