2018 Excellence In Customer Service Nominee Information

The Carleton Place and Beckwith Heritage Museum

Q1 Tell us about your business. What is your product, what service do you provide?
Our product? Knowledge? We strive to produce historical exhibitions, publications and events that get people interested and curious
about local history. We provide information that makes history, and the people that created that history, real to our visitors. We provide
research for those wanting to know about their family, their home, or perhaps who built the storefront their business has just purchased.
We provide copies of historical photos and documents for researchers. We produce historical information plaques for the Town of
Carleton Place and for private businesses. We provide educational programming for schools, seniors centers, and the general public
who participate in our walking tours, or attend our speaker series. We provide a sense of belonging to the community.

Q2 Who are your clients?
Our clients include general members of the public, (both those who’ve lived here since birth, and those who’ve just moved to town),
tourists and visitors to the area, local businesses and companies, new home owners, the Town of Carleton Place and the Township of
Beckwith. We also support our fellow Lanark County Museums through joint workshops and exhibits.

Q3 Why is customer service important to your business? (Who are the customers served? What are their needs?
What are the challenges of serving them?)
We are enthusiastic about local history and want to share that enthusiasm! When people come through our doors we allow them to visit
at their own pace, and do our best to engage them in local history and stories of the past. Noone HAS to visit a museum in the way they
HAVE to buy groceries. They choose to visit. Some need time to look at displays and relive memories. Some need to be listened to,
they want to share their memories. Many are looking for homes for previously cherished items that must be let go of. Quite a few want
evidence of people who have come before – they want to know who lived in their home and what they did. Some expect an immediate
answer to their genealogical queries. Our challenge is in being ready for whomever comes in the door – to serve them in the moment to
our best ability and to engage them in the love of history or at least the importance of it. Some customers just want to use our
washroom!

Q4 In your opinion what is exceptional about the quality of service you offer? (What makes your business different
from its competitors? Why should clients come here instead of somewhere else? What does your business do better
than anyone else?)
We are enthusiastic about what we do! We are curious, and ask questions of our visitors to find out their interests in visiting the
museum. We have a genuine affection for the community, its past, its people and its story. Sharing that history with the community
grounds everyone – if we all know those that came before, it makes things happening today matter. We remember people. Often, a
photograph or a name will be found here years after someone asked about it. We remember that request and do our best to contact the
individual so we can answer their question or give them that photo of their home. We make history matter.

_____________________________________________________________________________________________________________________________

Q1Tell us about your business. What is your product, what service do you provide?
Drs. Danae and Christopher Kirk are certified specialists in orthodontics. Together with their professional, highly skilled team, ‘Team Kirk’, they are devoted to delivering exceptional, personalized orthodontic care in a fun and friendly environment. Their speciality is helping their patients, including children, teens and adults achieve beautiful, lasting smiles using the latest technology in clear and metal braces as well as Invisalign.
Q2 Who are your clients?
We see children, teens and adult patients. We see patients beginning at age 7 for an initial assessment.
Q2 In your opinion what was your or your businesses most important achievements/contributions to the community in 2018? (Include examples such as financial success, awards, recognition, growth of markets, new products, job creation, on-going stability. Examples may also include leadership, economic spin-offs, payroll, community involvement, attraction of new markets)
Our primary focus at Kirk Orthodontics is communication and patient education. In addition to discussing patient’s teeth, jaws and smiles at consultation appointments in our office, we feel strongly that there is a greater audience to be reached. By participating in local festivals such as the Bridge Street Summer Festival, we had the opportunity to meet many families who would benefit from orthodontic treatment. Many people are unaware that the American Association of Orthodontists recommends the first orthodontic check up at age 7. Although most children do not require treatment until adolescence, there are many cases where patients were seen too late, making their orthodontic treatment much more challenging, and with a potentially poorer outcome than if they had been seen sooner. With the success of these initial strides into the community, we plan to continue to seek out and participate in local events and do our part to educate the community in order to ensure a future of happy, healthy, beautiful smiles. We are also very proud that our exceptional Team continues to grow and that we have been able to offer challenging and rewarding employment opportunities to our local community.
Q3 In your opinion what makes you or your business unique/stand out?  (The outstanding aspects of a business over time, such as income, growth, product development, innovation, employee development, community involvement, etc.)
At Kirk Orthodontics, our goal is much larger than simply smiles. Behind each unique smile is an individual who will realize tremendous long term benefits from orthodontic treatment. As the only local orthodontists, Drs. Danae and Christopher Kirk are specialists trained in orthodontics having each completed an additional 2-3 years of training with Masters degree after completing general dental school. For this reason, we are able to offer the most advanced, efficient and comfortable orthodontic care for their patients. In order to achieve the best possible finished results for their patients, we have implemented 3D digital scanning instead of goopy impressions, 3D printed retainers and appliances and advanced digital treatment simulations. Our commitment to innovation and technology to our patients is ongoing and we will be implementing a new orthodontic wire system that will greatly reduce treatment length while further improving treatment outcomes. Orthodontic treatment can greatly boost a patient’s self-esteem and in some cases completely transform their personality and confidence. We are driven to achieve the best possible results for our patients by seeking out, researching and mastering the most advanced orthodontic technologies currently available. A smile is universal sign of happiness, laughter and friendship – our goal is for you to love yours and to show it at every opportunity!

__________________________________________________________________________________________________________________________________

Joanne Beaton, Sales Representative for Tracy Arnett Realty

Q1 Tell us about your business. What is your product, what service do you provide?
I am a local Real Estate Representative, focusing my business in Carleton Place and Almonte and surrounding area. As a real estate
investor, I also have much experience in residential rental properties and love the opportunity to help clients purchase income
properties!

Q2 Who are your clients?
My clients range from young couples purchasing their first home, to seniors downsizing from their family home, to people looking to
supplement their retirement dreams with income properties.

Q3 Why is customer service important to your business? (Who are the customers served? What are their needs?
What are the challenges of serving them?)
Buying or selling a home is one of THE most stressful experiences that a home-owner will ever endure. As a Sales Representative you
become intimately involved in people’s personal lives for a period of time – dealing with their finances, their worries and concerns, and
their stresses. It’s important that they have the right people on their time – helping them to manage this stress and keep them in-theknow,
so they can make an informed and unemotional decision.

Q4 In your opinion what is exceptional about the quality of service you offer? (What makes your business different
from its competitors? Why should clients come here instead of somewhere else? What does your business do better
than anyone else?)
I believe that I have a calming way with people – to be able to give them the information that they need, find local resources and experts
that can help them, and help THEM make the best decision for their needs – not mine. I believe that I am professional and respectful,
honest and empathetic, and I understand how they feel. I guide and direct, but I don’t push. I want to provide such a wonderful
experience for my clients that they refer me to their family and friends, and that when we meet on the street – they hug me!

_____________________________________________________________________________________________________________________________

Wisteria

Q1 Tell us about your business. What is your product, what service do you provide?
We sell good quality ladies’ consignment and new fashions, jewellery, accessories, quilts, home decor and gifts.
Q2 Who are your clients?
Mostly women, but some men purchase gifts and decor. Ages range from 25-85 and up!
Q3 Why is customer service important to your business? (Who are the customers served? What are their needs? What are the challenges of serving them?)
Good customer service is vital to a bricks and mortar business. Women who come to Wisteria to buy clothes want to feel good in the clothes they purchase. They need an honest opinion and help to find the right style to fit their body type. One of the challenges of serving them, especially with the consignment clothing, is there is only one size of a particular garment. They deserve to be treated with patience, respect and in a lot of cases help build up their self image. Kindness and sometimes humour go a long way. In the case of the elderly, and those who are shut in, we give them the opportunity to try clothes on in their own homes or nursing homes. Similarly, when a customer wants to buy a quilt or a large home decor item, we let them take it home before purchasing the item, to see if it fits in with their decor style. It can be challenging if we do not have what they are looking for, but when that happens, we recommend other stores in the downtown core.
Q4 In your opinion what is exceptional about the quality of service you offer? (What makes your business different from its competitors? Why should clients come here instead of somewhere else? What does your business do better than anyone else?)
At Wisteria, we really try to get to know our customers and give them time to chat about their lives if they want to. By getting to know them better, we can serve them better. Everyone is treated equally, no matter how much money they are spending or how they are dressed. We have very good quality consignment clothing which makes the price point accessible to a lot of different people. After all these years, it is still very popular and draws a lot of people into the store. We try to purchase new, good quality items that are reasonably priced. I believe that customers come to Wisteria for the experience, the welcoming atmosphere, reasonable prices and friendly staff.
________________________________________________________________________________________________________________________________________________________________________

Greco Carleton Place

Q1 Tell us about your business. What is your product, what service do you provide?
Greco offers full body 45 minute workouts for anyone – we believe anyone can train like an athlete. The “Greco Method” is minute for minute the most effective functional workout on the market. Our strategic variation in class styles is designed to burn fat while preserving muscle. The Greco Method provides one of the most unique and advanced science based approaches -no machines required. Our combination of resistance and cardiovascular training, coupled with our individualized coaching, keeps our clients burning calories long after they’ve left our studios
Q2 Who are your clients?
All fitness levels (beginners to athlete). JR Programs starting as young as 4+
Q3 Why is customer service important to your business? (Who are the customers served? What are their needs? What are the challenges of serving them?)
Our customer service is what keeps members coming back each day and recommending the Greco Method to their family and friends
Q4 In your opinion what is exceptional about the quality of service you offer? (What makes your business different from its competitors? Why should clients come here instead of somewhere else? What does your business do better than anyone else?)
Our mission at Greco Carleton Place is not only to deliver a top knotch workout but the roll out the red carpet for the ultimate experience each visit starting with a warm greeting, hot espresso, clean facilities, towel service and a very welcoming environment