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A: FOT has over 20,000 customers over 20 years grassroots level. It’s getting involved, participating in
and they are everything to FOT! They have made an active level at events, supporting local endeavors
us who we are today! We’re constantly listening to and staying present locally!
our consumers, asking questions, doing research,
and adjusting and trying to improve daily to what Q: FOT has earned a reputation for great customer
they are saying. We know we are not always perfect service. As CEO, how do you reinforce this
and don’t get it right 100 per cent of the time but we philosophy to your team?
ALWAYS seek to fix and close the gaps and make
it right. We keep our finger on the pulse of what the A: The customer always comes first! The value of
market needs; and creatively bringing new products great customer service is reflected in the team’s
and services to the forefront of the industry. every day efforts. We encourage transparent
communication with our customers and we contact
Q: As a proud Canadian and owner of a Canadian each and every one of them directly for their
company, what does community mean to you? feedback. We also do monthly/weekly customer
A: As a proud Canadian owner of a Canadian service training and break-outs with all staff to
company, community is one of the essential pillars ensure optimal experiences for our buyers and we
to FOT. Community means having a positive ripple make sure to recognize and honour our employees
effect on businesses, families, and friends at a for their exceptional efforts.
64 JUNE 2021 | BUSINESS ELITE CANADA
