PREVIOUS WINNERS

Brad Fraser & Darrell Fraser, Cambridge Insurance Brokers (Preston) Ltd.

I am currently employed at Cambridge Insurance Brokers Ltd. as a Personal Lines Sales Executive. My job is to insure new clients for home and automobile insurance.In order to do this successfully I need to believe that we have competitive products and excellent customer service.

I was recently 'wowed' by the management team at Cambridge Insurance. A long term client suffered a fire loss to his home one evening. He called our after hours claims line and was connected directly to Darrell Frazer - President of our Commercial Lines Department. Our customer explained that the fire department was trying to put out the fire on his home and he just didn't know what to do. Darrell immediately drove to the customers home. Brad Frazer - President of Personal Lines,showed up at the insured's home shortly after to lend some moral support and ensure that the customer was well taken care of. Darrelldirected the insured through the claims process and made sure he had a place to sleep that night. He even called the insurance company who assigned a claims adjuster immediately.

I have witnessed this situation several times in my years with Cambridge Insurance.

Our customer service commitment states that we offer 24 hour claims service and we certainly did that night. I am confident when I insure new customers with Cambridge Insurance Brokers Ltd. that they will receive our commitment from our President's and our customer service team to ensure that every customer receives exceptional customer service no matter what time of night it is!

Joanne Field, Bank of Montreal, Main Street Cambridge

I am not sure what Jo's title is at this current time, however I do know that she is a life saver and a source of security for me.  I met Jo ten years ago when I was attempting to purchase my first home, I seen a few people and was told it was not possible that I would have to wait a few years to build up my credit etc.  I had lost all hope until a Sales Rep from Reid's Heritage homes had given my information to Jo Field who surprisingly called me and said your approved come on in and sign the papers...I was beside myself and found myself asking my husband to pinch me cause surely I did not hear this right...but I did and soon owning my very first home was a dream come true.  Jo managed my financing for about four years after that and was very helpful at guiding me and advising me!

 of situations to be wary of.  Unfortunately for me, about six years ago Jo moved into a management position with the Bank Of Montreal which left me with a new account manager which worked out well because I still had contact with Jo and if I ever needed help I knew she would tell me the exact situation as she always has, and it has not always been exactly what I wanted to hear, but I knew when I asked her to do something for me she would explore every avenue and possibility that would be suitable for the situation, she at one time even wrote a letter for me to help me out with some financing issues. (Which worked out in my favour). 

About 8 months ago I went into my bank on King & Church St. in Cambridge and asked for Jo and was stunned when I was told that she was no longer at the branch...ahhhhhh, this was a nightmare for me as my husband and I were attempting to purchase a second investment property...and I felt like I lost my security blanket.  So I sucked it up and dealt with another representative and three days later I was told that it was not possible to do what I wanted, I asked the representative is there any loop holes is there anything I can do, this is really important to us.  No attempts were made just a flat NO...So once again feeling defeated I went home with my tail between my legs had a glass of wine and thought I need to find Jo Field she will be able to tell me if there is any other possibilities.  So I called the 1-800 # for BMO and asked for Jo Field and all of a sudden I was in contact with her...One quick conversation over the phone and guess what??? There is a solution and we now have a deal.  This lady is amazing, I know that you don’t always get what you want and I know that sometimes things are just not feasible, however one thing I do know is that this lady has her clients best interests at hand and she is absolutely amazing, she tells you all the ins and outs, she has never steered me wrong, her advise and help over the years has been above and beyond my expectations. I only hope she does not change locations again as I will need to sharpen up on my private eye skills.

Larry Brokenshire and Claire Hawco, Aecon Industrial

Great customer service comes in all shapes and sizes, from being treated exceptionally at a restaurant by a well trained wait staff, to a good neighbour who has help you dig out of a winter storm. However, we don’t always look at it in the manner that this months nominee was recognized for. December isn’t the only time of year people have a need for food, this is a tragedy of misfortune that many have during all times of the year, but at Christmas we hear of the food drives and Christmas basket drives happening to help give a special gift of food for a deserving family. The Cambridge Self-Help Food Bank works tirelessly all year providing this much needed service to those less fortunate. This year, we present the December 2007 WOW Award to Larry Brokenshire and Claire Hawco  of Aecon Industrial for their gift of great customer service to the Cambridge Self-Help Food Bank. Like our own food bank personnel, these two folks ran a program at Aecon that made a real difference and exposed a true level of sharing, kindness and exceptional customer service to our community. Congratulations Larry and Claire, and of course to Aecon for encouraging their staff to help make Cambridge the WoW place to do business.

Cam Beaton, Cambridge Toyota

Cambridge Toyota is of course known to all of us, its the only place in Cambridge, you can buy a new Cambridge built Corolla. Cam Beaton, dealer owner has built a successful business providing great customer service. But did you know what Cam and his Staff have been quietly doing for over a decade? Just leading the Tree of Caring campaign for CMH by making a donation on every vehicle sold in the months of November and December, that's all. Making that donation is really on behalf of not only Cambridge Toyota but on behalf of everyone of their customers. That is going above and beyond, contributing to the health and well-being of the entire community through their customers. You bet, that's a WoW! Hats off to Cam Beaton and his Staff at Cambridge Toyota for a clear demonstration of superb customer service to his customers and our community.

Julia Dumanian, Cambridge Memorial Hospital

Cambridge Memorial Hospital has been a symbol of compassion and caring in our community for years. It would come as no surprise that this institution cares about the people of our community, of course they do that is the purpose of their being. However many would think that relates to the health care of this community, the response to families grieving and the emergency needs of people in our fair City who are hurt or ill and need urgent care. No one would necessarily relate our Hospital and its Chief Executive Officer as a symbol and caring of all of our community. Well in fact it is just that. Under the leadership of this years United Way Chair, CMH CEO Julia Dumanian, led not only the community but her employer to lead the way in caring. Definitely going above and beyond and increasing their combined corporate and employee giving program by 350%.No question about it, Julia Dumanian and the Staff of CMH show the entire community what WoW really means. Giving a helping handto those in need,is the best kind of customer service you can give.

SEPTEMBER 2007 - Mike Shanks, PropertyGuys.com Cambridge

(Submission 1) My home is my largest financial investment.  I trusted Mike to guide me to manage that investment properly. Not only did I benefit from his knowledge of real estate and sales, but he went that “extra mile” on so many occasions.  He was always patient, and I found that during my emotional times, he gave me perspective.  I called him or e-mailed him almost daily with questions or concerns until my house sold.  I’m certainly not his only client, but he made me feel that way with the continuous and superior level of service that I received.

(Submission 2) Mike has gone well above and beyond in servicing me in the sale of my home.  I had been trying to sell my home with a few real estate agents for the past four years at high commission rates and was not getting the service or the results that I was looking for.  I contacted Mike Shanks when I first learned of PropertyGuys.com to have him tell me what they could do for me.  I had never sold a home privately before and was worried that I would not know what to do.  Mike came over one evening and went over everything with me.  He took the time to listen to my questions, and there were lots.  He answered each and every one of them.  As time went on I had more questions.  It did not seem to matter whether I called at 9 p.m. on a Tuesday or 8 a.m. on a Sunday, either Mike or Yvette would take the time to answer my questions and help assure me when I wavered on my ability to sell my own home.  I even took the listing down for a short period and they allowed me to put it back up at no charge! In the end with their support I was able to sell my home privately and save $$11,250 + GST in real estate commissions!  I truly believe that without support that I would not have been successful as they really did support and encourage me through this whole process.  For that I am so thankful.

AUGUST 2007 - Jesse Villemaire of Thrive Studios

I would like to nominate Jesse Villemaire of Thrive Studios (653 4333- 1037 King St E. Cambridge) forWOW recognition.

I had family friends from Portland Oregon visit on the weekend. Their teenage daughter has recently had a small nose piercing done in Portland. It became infected and she and her mother were quite concerned. We went to Thrive studios (who do tattoos and piercings) in the hopes that someone would help us.

Jesse was very helpful, even though he did not do the piercing and did not stand to gain much from this, and gave them advice that resulted in the infection clearing up immediately. They commented that the clinic that did the original piercing in Portland was not as knowledgeable, nor near as helpful, as Jesse was. They left feeling very relieved and happy that someone had helped.

 

JULY 2007 - Ken Patel, Medic Pharmacy (Dundas Street)

To be totally honest, I don't know what I would do without Ken's expertise.  There have been so many times when Ken stayed back in order to call me about a medication that had been prescribed to either my Mom or my Dad.  Ken also stayed on top of giving me a 'heads up' on any changes and what to watch out for.  There were so many times when I had questions regarding the new scripts and Ken was always ready and willing to answer each and every one of them.  Ken was also on top of my parent’s health issues and when a new medication was introduced he would be certain to advise what to watch out for.  There were even times when Ken would contact the doctor when he felt there was a concern in the change of a med. Sure you can say that it's his job ... but to be totally honest .. I have yet to find another pharmacist in Cambridge that will offer this same service.  He is always polite and courteous and ALWAYS ready to welcome you with a smile -- NO MATTER HOW BUSY HIS DAY IS.  My hat is off to Ken for all his help.  I will openly admit that I don't know what I would have done at times if I didn’t have him to fall back on.

JUNE 2007 - Wally Escott, Speedpro Imaging, Large Format Imaging Specialists.

The "Cambridge Stewardship" initiative is a tree-planting project consisting of the following founding partners: City of Cambridge, Cambridge City Green Strategy, Cambridge Environmental Advisory Committee, Our Lady of Fatima School, Hillcrest School, The Home Depot, The Ages Foundation and The Cambridge and North Dumfries Community Foundation.

Wally Escott / Speedpro went above and beyond in their work to create a wrap and "brand" for the project, donated some work and materials, maintained very high quality standards, worked all night (several nights) in order to deliver the trailer to its "official launch" on time, and humbly deferred to "the team effort" and the fact that "they're just doing their job" even after two all-nighters.

MAY 2007 - John Dolson Pool Lifeguards

Monday May 29th at 5:45 pm 50 young children were taking their weekly swim lessons at John Dolson Pool, when some lifeguard’s smelled smoke then noticed smoke pouring from the sauna room adjacent to the pool. In seconds the lifeguards calmly but expediently pushed the silent alarm, gave a sharp long blast of the whistles, and they immediately started evacuating the children from the opposite end of the pool to the parking lot outside. By the time the evacuation was in full swing, flames were now shooting out of the sauna into the pool area. Of course parents were very concerned for their children, but the Lifeguards showed care and concern for everyone, including the parents. Moving everyone calmly but swiftly out of the facility to safety, taking continuous head counts to ensure all were out and safe.

One parent says the feeling of concern and fear was indescribable, as I’m sure everyone would feel. These lifeguards may be young in age, but their responsible behaviour and genuine concern for the children and parents goes beyond their years.

A sure sign of exemplary service to their customers in the most traumatic of situations, the John Dolson Pool Lifeguards did provide a wow experience for everyone at this most difficult time.

APRIL 2007 -Carla and Rob Bentley

Cambridge is full of great stories of genuine caring and a willingness to help. Carla and Rob Bentley of Cambridge had a dream, a dream of helping small people with an active spirit achieve remarkable goals and lift their outlook on what life has to offer.

With the help of Councillor Karl Kiefer and Gary Price, as well as Mayor Doug Craig and a host of City Staff members, this incredible couple started the Cambridge Ice Hounds, which is part of Special Hockey International which is an organization that allows kids with developmental difficulties enjoy the thrill of playing a sport they love – Hockey.

With the help of the business community and the strong commitment of Carla and Rob, they even managed to raise enough funds to send the team to an International Tournament in Arlington Virginia. Not only did they have a fantastic weekend, but won all three of their games. Yet most importantly they were praised with their sense of sportsmanship and fair play. Obviously something they learned from the founders of the team, people who just want to do great things for those who may be seen as less fortunate.

However, these kids are not less fortunate, they are proud of the Cambridge Ice Hounds, and they are proud of Carla and Rob for exhausting their personal energy and dedicating their efforts to making a dream a reality. Carla and Rob said these praises of their team came from the head of the tournament and she went on to say that not only did they do well in their games, but they were good ambassadors for the City of Cambridge. Well, Carla and Rob are great ambassadors of example to all of us that within all of us is the ability to make a difference in people’s lives by giving of a little community service. They said that they feel fortunate to live in a City that feels special kids deserve the chance to play hockey like any other kid. I believe that we as a City are fortunate to have people like Carla and Rob Bentley who give back in kindness, care and above and beyond service to their fellow citizens.

MARCH 2007 -Chris Johnson and Blair Allison, Cambridge Basketball

As a parent, I have concerns when I register my chil­dren for extracurricular activities.

I not only want them to enjoy it, but I want them to learn good val­ues from it, and I made an excellent choice this year. My son just fin­ished his second season with Cambridge Basket­ball in the under-10 novice boys division and I am proud to say that his team came home from the provincials -held in Scarborough March 30 to April 1 -with the bronze medal in their division.

This has been a busy year with practices two nights a week and numerous weekend tournaments, in which I keep score at a few of them. Being so up close and personal, I wit­nessed many other coaching tactics and I am at a loss for words. There are coaches that scream and swear at their "kids", and blame them for losing the game. I have seen too many kids actually cry.

But thankfully, I know I have no reason to worry.  My son's coaches, Chris Johnson and Blair Allison, are amazing. No matter what the out­come of the game, they always congratulated each and every player, telling them over and over how well they played and how proud they are of them.

They have not only taught my son and his basketball, but have taught them teamwork, good sportsmanship, the value of giving your best and how to have fun. But most importantly, they taught them the value of respect, both self and to others.

My son looks up to his coaches and is proud to play for them and val­ues his teammates tremendously.

I have never heard one negative comment or have seen anything but smiles on Chris or Blair's face. And seeing my son's face, I know I made the right choice. Stand up coaches and take a bow, it is well deserved.

FEBRUARY 2007 - 4th Floor Pediatrics Ward Staff, Cambridge Memorial Hospital

There is nothing more concerning to a parent when their child is ill. Communicating the illness is difficult for a child, understanding the symptom is difficult for the parents. After a weekend where you have seen a generally active and full of live little girl seem listless and weak, complaining of a sore neck, a fever going up and down, it starts to become very scary. Of course every possible disease and illness goes through your head. Then Monday you take her into the Doctor’s office, to be immediately directed to the pediatrics ward at the hospital for tests. After an hour or so, you get the answer from the Pediatrician that your daughter will be spending a few days in the hospital to fight an infection. In some ways your relieved to find out they know what it is and have a plan to fight it, but now it comes to you that your little girl has to spend time in the dreaded hospital.

This is traumatic to say the least, but the story doesn’t end there. Of course is was a happy outcome in the end with our daughter avoiding surgery to remove the abscess and recovering completely, but the experience was one that none of us could have expected. It seemed keeping Mom and Daughter happy, informed and comfortable was priority #1. Child Life Specialists coming in and giving Mom a break, taking our daughter down to the craft room and opening up a world of fun, was just part of the day. The Nurses who seem to have that magic touch to make everything seem tolerable and painless. Keeping Mom’s worry to a minimum and giving assurance a long the way, is to some just part of the job, but to us it was way more than we expected.

We seem to always hear the troubles with healthcare and the hospital, I guess that is what sells news papers. The fact really is, our hospital and its diligent staff are there every single day making the best of the most difficult situations you and I face in our lives. The staff, nurses and Child Life Specialists, are simply and quite honestly the most fantastic individuals in our world. These professionals know exactly how to help, not just medically, that of course is their professional occupation, but these people are experts on how to make you and your child feel safe, comfortable and as hard as it is to believe, an enjoyable stay in the hospital. You can see it in their mannerisms, their faces and it certainly flows from their hearts, that they honestly care.

Its difficult to understand sometimes thinking back on it, how people working everyday in a place where tiny people who are very sick, can do it with such an amazing attitude. The skills these folks have, the patience and compassion is something we need to be thankful for. It is not the people working at or running our hospital we need to complain to, they are committed to all of us, they want a healthy and happy community, they demonstrate how special they are every single day.

In this instance, it was the Nurses, Staff and Child Life Specialists in the 4th floor Pediatrics Ward, who are Wow Customer Service providers. Yet we know that on another day it is another ward and other Staff who give top quality service with very much an attitude of care and concern. For us, it was very much a Wow experience and we believe above and beyond what anyone would expect.

I measure healthcare by people now and I am so proud and happy to say, the grade of our hospital is perfect.

JANUARY 2007 - Quizno's Classic Subs - Hespeler Rd. Cambridge

My first trip into the sub shop was very positive. Evidently the morning staff had not shown up, the ovens were malfunctioning and chaos had been the word of the morning but when I arrived as they unlocked the door I received nothing but smiles, helpful suggestions and pleasant attitudes. It was so very professional. The two women manning the store were able to put the bad morning behind them and give me the best service I have ever had in a sub shop.

DECEMBER 2006 - Darlene Wipp of Cambridge Travel Services/American Express

One of the most consistent providers of Great Customer Service since we launched the Wow Cambridge program in June of 2006, is without a doubt, Darlene Wipp of Cambridge Travel Service/ American Express Almost month after month Darlene's customers nominate her for our monthly Wow Award. Of course, December was no exception. Once again, one of Darlene's travel customers took the time to tell us, that she played a very important part in making their travel plans perfect in every way. Darlene's attention to detail, care for her customer, and tireless effort to ensure they have a flawless vacation is what makes Darlene a perfect Wow recipient. Many may say that is what a Travel Agent is suppose to do, well, we have all heard some of the stories, and maybe even had the experience of a not so pleasant holiday. I'm sure every Travel Agent has these issues at some point or another, but it is obviously the concern and management that puts Darlene at the head of the class. Her customers say, while some trips may not be perfect, Darlene is there to help, advise, and take care of everything with the utmost care. Darlene is committed to ensuring her customers have the best possible experience. Darlene is helping Cambridge become the Wow place to do business.

NOVEMBER 2006 - Dave Barrett of Microplay Cambridge

We had purchased an XBOX 360 with a previous bundle package but a new bundle came out just after we bought it with a game that we had paid extra for. Dave remembered that we had asked if there was supposed to be a new bundle coming out that we should wait for but at that time he was unaware of one. When I raised the issue with him this week he went out of his way to make it up to us by letting us trade in the game that game with our bundle for a new game plus allowed us exceptional trade in value on some old games to get another new game and did not charge us tax to sweeten the deal. He really understood service and fairness and remembers who his regular customers are with a great can-do attitude.

OCTOBER 2006 - Nellie Goulart of TD Canada Trust, Preston Branch

My house was closing, I was headed out of town for a conference, I deposited a large sum of money from one bank to the TD on the Wed. for my lawyer, but because it was from another bank, the funds were not being released until the following Tuesday, which I was not aware of.

I was VERY STRESSED. Nellie was very patient; she explained each step that we were taking without making me feel like a 2 yr. old, but she was clear enough for someone like me with no financial background to understand. She searched through every product and service TD offers, and we were able to come up with the funds through other sources, allowing me to walk out with a certified cheque for my lawyer. She said not to worry about anything - that she would look after everything. And she did. When the money cleared in my account on Tuesday, she made the necessary adjustments to all of the financial items, including my account, so that I did not have to come in/phone/etc to follow-up. Everything showed up on my statements later on, back to "normal".
This lady went out of her way to accommodate someone who does not know the ins and outs of banking, and she was conscious that I was on my work lunch hour, and that I would be headed to a conference out of town. I have never experienced this type of service, ever, at the different banks I have had my money in.

SEPTEMBER 2006 - DAVE WOOD, Meineke Car Care Centre

Dave provided us outstanding service when one of our cars broke down on Hespeler Road. The ABS light and the battery light came on flashing but we were able to coach it to the mall parking lot. We approached Dave at Meineke Centre and asked him to come and take a look at the car. He quite willingly came back with me and quickly identified the problem. He advised us not to drive the car but to have it car towed for service. He then offered to stay with the car until the tow service arrived, as I had to go off to work. After work we arrived to find the car repaired and he had gone over the car from top to bottom and advised us that the car was in great shape. Dave provided his service, his information and his knowledge on the car all with a friendly smile and a willingness to help us out during our breakdown. We thank him for it. Nominated By... Name: Jerry Pullan.

AUGUST 2006 - KAREN THORNTON, LA SENZA EXPRESS

I was in the store just before closing time. I was making a purchase and had previously purchased a number of items at another La Senza store. She mentioned that if I had the La Senza Prestige Card, I could receive a 10% discount plus many other offers. I said I wished I had known before I made the other purchases, but it had not been offered to me. She said that if I had the receipts with me I could buy the card and she could recalculate the bills. (i.e., refund and recharge). I said that would be great but my receipts were in the car and it was almost closing time. She said that was OK, so I went to the car to retrieve the receipts. She recalculated everything and I ended up receiving the Prestige Card for free! plus a refund of $14.81. She stayed for at least 20 minutes past closing (until 9:20 p.m.) to complete the transaction. Then she informed me of some upcoming sales in August. She did an excellent job and was very knowledgeable. I think she should be recognized for going above and beyond in an everyday situation. She and the store exemplify service excellence. I will definitely visit that store again and would recommend it to others.

JULY 2006 - TOM BROWN, F.J. Brown & Son Jewellers & Gemologist

I would like to sincerely thank Mr. Thomas Brown of F. J. Brown and Sons Limited, 36 Main St., Cambridge.
My daughter was graduating Grade 8 and a party was held for her after. I had been quite ill in a hospital bed for a month and could not make it to the graduation or the party and certainly had no opportunity to shop for a gift.
A friend phoned Mr. Brown to make a strange request; to bring some pieces of jewelry to my hospital bed.
She didn't know him personally and found out he walked to work, but he said to leave it to him.
What seemed like a few moments later, this true gem of a man was standing in my hospital room.
I picked out a piece of jewelry for each of my daughters. He engraved my oldest daughter's name and graduation date on her bracelet, wrapped it for me and having one of his employees drive him to the hospital must have been an inconvenience.
I felt the need to let all of Cambridge know of this "true gem".
It was a tremendous act of kindness to me and fantastic customer service that I feel went above and beyond.
So, to Mr. Thomas Brown and the staff of F. J. Brown and Sons Limited, thank you.

JUNE 2006 -BOSTON PIZZA Cambridge

On June 3, I found myself in a terrible predicament. I misplaced the keys to my van while shopping with my three small children.
The staff at Michael’s assisted me in looking for the keys and let me use the phone several times.
I want to thank them for their understanding and patience.
A very big thank you to the staff at Boston Pizza, who allowed me to use the phone until I got somebody.
After two hours of being unable to contact anyone to help (and being a little frantic at this point), we had a wonderful pizza, then the manager told us it was on the house.
We were still stranded when Darrin (manager) came over and offered us a free stay at the Best Western.
I cannot thank them enough for all they did to help me that night. I would have been stranded in the rain with three small children.
Staff and management made sure this did not happen. The kindness they offered that evening will not be forgotten.
Mike, Darrin, and staff, I appreciate everything you did and your wonderful hospitality and integrity, you definitely went above and beyond.
Leslie, Destiny, Serenity and Phoenix Leeson of Brantford

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