the shop around the corner

Yesterday* I went to my favourite fabric store probably for the last time. It’s a relationship I’ve had since I moved back to Toronto in 1991. Yes it ebbed and flowed but it was always there and for a lot of years it really was the shop around the corner – and well down about 5 blocks.

I was emotional. In fact more emotional that I thought I’d be and I ended up hugging the clerk who had cut my 14 pieces of fabric when that emotion overcame me. I think I startled her too.

I started sewing as a teen. I am mostly self taught but one of the key factors to my success where a couple of women who ran a local fabric shop out of their husband’s sewing machine shop upstairs. In fact the entire family got me started. I bought my first new machine from them. The second hand one I got from a family friend wasn’t in any good shape so I saved to buy my first Janome at – no word of a lie – Sew and Save. But downstairs was where I flourished. With the Polka Dot as competition – think Fabricland size, they were just glad to have the customers. But they also took it upon themselves to nurture and encourage a 15 year old girl as she learned. I was brash at the beginning trying to copy designs from magazines without patterns. And doing an OK job, but dress straps would be mismatched, lopsided and sometimes things just didn’t work out. I graduated to patterns and learned as I went.

When I left the town of my youth for ‘the big city’ I found Designer Fabric Outlet as it was known then – it has since morphed into Designer Fabrics although I think they just cut the Outlet part off the famous orange sign.

Typical of a lot of Queen West West shops at the time the building was old, the sign was crooked and the inside crammed to the rafters. Perhaps left over from the 80s mantra that more was good. Downstairs was sample squares of upholstery fabric, every designer and wannabe in the city, along with their attitude and a most interesting trim shop. Upstairs though, upstairs was almost an afterthought of clothing fabric and soon my favourite place. At the time you couldn’t really see anything but if you asked for something specific they had it or something very close.

Through the times when I didn’t sew at all to the times when I needed to be inspired a jaunt down the way would feed my imagination and get the wheels going. When I was out of thread or needed a button there was a place to fill that need. Even when I moved all the way across the city I went back.

The last 'famous' list from DFO.

The internet let me know that DFO was closing. I decided to make the trek one last time. I had a rare weekday off and made plans. In the end I was called in to do a shift was a pushed my start time back so that I had time to make my trip. Walking in everything seemed as it always was except that everyone knew that wasn’t the case. The old man who owns the place with the beady eyes who watched everything and everyone was still in his chair, he’d migrated there a few years ago as I suspect age made it hard for him to stand all day. I went immediately upstairs as I always did casting an eye at the barrels at the bottom of the stairs. Upstairs I did what I always do. Headed to the knit area and started feeling fabric. Pulling out a bit here and there to see what the fabric weight was and what the texture and pattern looked like and then I started piling. It was quiet and I chatted with the staff a bit. Then when I was ready to start cutting a bird flew in. Just a typical city bird caught in a building after coming in through some old spot. It appeared to be a regular thing and the staff seemed to know how to deal with getting it out without hurting it but it meant killing the lights for a few minutes. And I think that’s when it started. Standing in the dark in this old building that I have frequented for years being forced to be still for a few minutes while they dealt with a bird that had just minutes ago flown so close to my face I felt the wind created by its wings on my face. An excited ‘we got it’ was heard, the lights came back on and the cutting resumed along with some chit chat with the clerk helping me. After all that I headed downstairs to pay and she helped me carry my piles of fabric. That’s when I hugged her, unexpectedly for both of us.

As I finished up my transaction and wished everyone there best of luck I realized that I was really leaving the last of my start in Toronto behind. I’d lived in Parkdale for 6 years and in nearby High Park for another 6 before heading east in the almost classic Toronto migration of life. I still go to High Park for a few things but this was the only reason I go to Parkdale. I waited for the 501 streetcar, outside the library and looked at the changed streetscape.

THAT orange bag.

‘End of an era’ seems to get tossed around a lot lately. We are in some sort of shift that from this vantage point does not seem good if you are at all artistically inclined. Part of that shift is an older generation ending their working lives and deciding not to sell or not finding anyone to sell to as the case may be. Part of it is an overreaching greed that fails to see how nurturing the arts does a city good and can only see the ‘value’ in commodity and real estate. Either way it makes it tough for those of us who find our creative outlet in doing something for ourselves. I wish I had a better way to end this except to say that my heart always does and will probably always do a little flutter when I see an orange shopping bag.



*I wrote this back in July. Since then I have also gone to the closing sale of the Fabricland at the Galleria Malls, where silliness also ensued. And there was a small design shop that closed and they cleared out fabric. I am absolutely swimming in it but access to decent fabric stores and other craft shops is a real issue.

dear every tech support company

I spent the better part of the last few days trying to buy a bus pass. More specifically trying to set up a bus pass account for a brand new system and at the end of about 36 hours I have not been successful. Jockeyed between two companies using a system that is clearly not user tested and being given some answers that are clearly incorrect I’m am quite literally so tense I don’t want to deal with this anymore but I need that damned bus pass. Edit – in the almost 6 weeks since I wrote this I am not completely done with this set up!

Some handy suggestions to create less actual fury for your users.

1.       Especially if a system is new write and post in a logical place clear instructions and include information for how to proceed if something is different from the way it has worked in the past. In this case the former company would take direct withdrawals from your bank account. New company only accepts Visa or MasterCard debit. Apparently there was a paper form to deal with those of us without the acceptable debit card. It took 3 phone calls, 1 missed, and several threads of twitter interaction before anyone mentioned this to me. And even then I had to ask for the link.

 

2.       Do not tell people their browser is incompatible. If you are dealing with consumers and not business people there are at least four browsers you should be set up for. They are Google Chrome, Safari, Firefox and Internet Explorer.  A quick Google search puts these browsers in top 5 lists consistently. Sure every list has them ranked in different order but they are always there.

3.       As much as I hate scripts sometimes the information from them is needed for your staff. I get it. Phone centre jobs suck and you usually do not get the best of the crop for those positions but please arm these people with information. By the time most of us get to contacting a company we’re angry and frustrated. We understand that the voice on the phone is not the reason we’re angry but right or wrong they’re who we are dealing with. We need accurate, clear information and explanations. What I’ve heard for the past few days is ‘incompatible’ and ‘you can do that on our website’. Turns out there’s an issue with your website so I can’t. Which is why I’m calling.

4.       Deal with people. I spent quite a bit of time on twitter yesterday. I find it incredibly useful for getting companies to listen to you. I got a response right away from the company no longer offering the service. Most of what they answered was platitudes but at least they were paying attention to me. It took the new company, the one I’m trying to pay about 15 interactions before they finally piped in. Ditto read your messages before responding. I had so many bots answer things I didn’t ask yesterday. I am a bit of a weirdo but I always include my browser and OS information. If your first response is asking me these questions it is completely clear that you did not give my message more than a cursory glance.

5.       Do user acceptance testing. By this I mean have people who do not know what your website is supposed to do test it. When you do your own testing you test with a bias.

If your website is designed to take money please make it so people can pay you. There are so many testing shopping cart apps out there. Do not, to use a very overused phrase, reinvent the wheel. The wheel, so simple in its form, works. 

Please, please, please stop telling users they are at fault. They are not. They may not have done things the way you set them up but users act on a series of learned reactions.They learn each time they users systems and apps and that knowledge is compounded over time. For those of us in Gen X we've been through several radical OS changes and had to adapt to all of them. I personally find all this intuitive 'helping' that software and apps do these days completely counter-intuitive because I learned systems when everything was done by me. Yes I've had to adapt but sometimes my instinct isn't your instinct. And for Millennials and Gen Xed they are even more tech savvy than anyone. They don't need things dumbed down. Whatever generation we are; we've contacted you for help. Help us.

the oh boys of summer

I’m not the biggest fan of children. They require constant supervision, they stink, often they’re unable to deal with their own excrement but occasionally they’re fun. For 20 minutes or so. OK, I might be exaggerating. I’d say I’m more indifferent to children. But when I read articles like this, I’m suddenly an advocate.

Living in a city means noise. Cars, businesses, large vehicles, sirens, parades, the occasional party the spills into the streets because major event has happened, like winning a World Series game. But urban living means convenience, selection and people. It also means compromise. The more densely populated a city the greater the need for politeness, and the big problem with a city like Toronto is that we’re just not dense enough to not act stupidly from time to time.

I grew up on a street in transition. Of the 40 odd houses on our little stretch of street, there were 5 kids. Four of us hung out together for several years. We played ‘Star Wars’ (a sort of intergalactic yelling and hitting each other with sticks), we rode bikes, roller skates (back in the metal wheels days), skateboards and other noisy things with wheels, we yelled for no good reason and no one ever complained we made noise. Looking back it really seemed like we were the ipso facto grandchildren of the street.

Also, we always had access to freezies! Beat that.

Going back to Mr. Noisy Complaints Neighbour; why can’t kids be kids? I get it. Noise travels differently over water, But. If you’re that noise sensitive there is a place where you can exist almost silently. It’s called the country.

I live near a hospital, which does mean sirens. But it also means an emergency ward within walking distance. A couple times a week a refrigerator truck sits outside my window to deliver goods to the local convenience stores. Yes they’re loud but having not 1 but 2 convenience stores steps outside my house are worth so much more than complaining. But who do you think delivers this stuff? It’s not delivered by fairies.

I’m with the kids on this one. Summer is short. Yelling is fun. And if we’d had access to a backyard pool as kids, we would have been in there until we were pruney and mostly made of chlorine. Screaming and hitting each other with sticks all the live long day.

so i was wrong - not really a post

Target is out. Turns out treating Canada like a podunk backwater instead of the geographically challenging but sophisticated market it is didn't go well. I really thought they'd stick it out, proving that I really don't understand these mass-market general merchandise retailers.

Also Tilley. Not out, but who knows what this will become. While I'm definitely not in their target market, it's always tough to see a great Canadian success story come to some sort of end.

good on you queensland rail - also not really a post

I tripped over this completely by accident.  And I love it.  It's clear.  The language is plain.  The message is succinct.

follow up to on a more serious note - not really a post post

The good news being reported on Torontoist is that pedestrian fatalities are way down this year.  23 deaths in 2014, which is still too high but considering it was over 60 in 2013, I'm thinking we'll see a significant reduction year over year.  The trouble with observing daylight saving time is that in November gets dark early, black is the favourite colour for Canadian outerwear, which, when combined means drivers can't/don't see pedestrians. Which makes me wonder if resurrecting the purse 'hanger' attachments that were so popular a few years ago, again but with reflective elements, might be a winning idea?!

the better way?

Sometimes when you follow the same routine everyday you only see the flaws.

Having just returned from Chicago where I opted to take the L into the city from the airport, mostly to save a few dollars on cab fare, I found a lot of familiarity and a few differences but mostly a comfort in knowing the all transit systems (or at least the few I’ve encountered) suffer from the same issues.

The truth about the modern transit system is that it isn't.  And now its summer, - the most volatile season there is - inside. 

Hopefully as people opt out of cars systems will change but for now it a mash of antiquated practices, outdated or nonexistent technology and bureaucratic choices that seem nonsensical.

Let me start by stating that I do not believe that a transit system executive who does not use the system routinely will ever get 'it'. Trying to 'envision' issues from an ivory tower is where so many bad decisions get made.

During summer in Ontario, if you’re lucky it's a sunny but pleasant day.  You relish getting to be in your shirt sleeves and sandals.  Alternatively it’s muggy and humid and the temperature is over 40 Celsius, or it’s raining maniacally.  Then you get on the bus and are stunned by the A/C into the worst thing ever - the summer cold.

I have asked many times over the years if there is a policy for A/C use on the TTC.

I have never received a straight answer.

And if you take transit, you know, there seem to be two settings on a TTC bus.  Off.  And stun.

And here I am thinking a standard setting of 25 Celsius would be great.  Instead I'm carrying a sweater around all summer because it's uncomfortable sitting in a refrigerator.

Why not open a window you ask.  And while that's a splendid idea the new low floor bus designs only have windows that open at the very top, out of reach to me at 5'4" but also mostly only capable of blowing a breeze across the ceiling of the bus.

The alternative is that the A/C isn’t on at all, and now you’re sitting in a human torture device for 45 minutes.

I’m somewhat convinced that not having the A/C on at all, and on a bus with no access to windows, somehow contradicts my basic human rights.

This is the same for the subway as it is for the bus, and the streetcar.  Although on the streetcar there is no A/C, but then again the windows open at face level so at least you can catch a good stiff 40 C breeze if the car is moving.

Don’t think another form of travel will be better.  The plane I took to Chicago was set so cool that when the back of my legs hit the vinyl seat, I jumped.  However it must have been a slightly better quality vinyl than the Greyhound because I wasn’t completely damp from sticking to the seat.  But on that Greyhound bus trip I had to wear my ever present summer sweater because the A/C was set so cold, but was uncomfortably hot when any part of my body touched the seat so the point that I wondered if my clothes were wet when I stood up.  My friend meeting me assured me it wasn’t the case.  Having said that, why vinyl Greyhound?  There must be a better way.

is it a 'video killed the radio star' thing?

Retail is a finicky thing.  Betting the farm on the whims of a fickle buyer and the ever fluctuating trend.  Very few models are bulletproof, and building a reputation is that magic elixir of well planned marketing, a lot of good old work and a generous pinch of magic fairy dust.  So why is it when the now dusty or dysfunctional giants of the past shutter their doors are we so nostalgic about it?

I expect the answer includes some left over bit of fairy dust.  But are we putting too much emphasis on what once was and not evaluating what is?  Or do we only create nostalgia when we no longer shop there?

Over the past few months Toronto lost both the majority of the urban Sear's stores, the legendary Honest Ed's and very shortly mall staple, Jacob.

At first blush it seems like old institutions had had their day. But if this is my argument then why are we watching HBC resurrect itself, arguably, again.

Before Jacob, there was Cotton Ginny, or as we called it at the end, Polyester Ginny, both radically changing a well liked brand to their eventual decline.  Cotton Ginny tried to reach out beyond the basics and cotton, and it wasn’t what their customer wanted.  Jacob closed their casual store front, upped their prices and eradicated that pesky size XL from their offerings.  The quality also significantly deteriorated.  The shop was less and less full; those of us who enjoyed the casual line or needed that XL size had been abandoned.  All the while the sale section got bigger and was the first place many customers headed whenever I was in the store, myself included.  After not shopping there for several season’s I happened in recently and noted that the pricing was still more than I wanted to pay and the store wasn’t full for a weekend day.  Two days later the company announced its bankruptcy. 

Honest Ed's demise, looks from the outside to be the victim of the dollar store phenomenon and a bit of disinterest.  As in, the Mirvish's younger weren't all that interested and got an offer on the property they decided not to refuse.  Granted this is a very oversimplified answer.  But I'm not a customer of theirs, having last graced their door sometime in the mid 90's and being willing to pay just a little more for something of better quality I never went back.  I didn't get the appeal.

Sears Canada is an entirely different kettle of fish. An odd fit for downtown Toronto from the start, they set up shop in Eaton's old Toronto Eaton's Centre location shortly after Eaton's bit their own dust.  (Having worked at Eaton's TEC store in the early 90's I have some insight into what-the-what happened there, but back on point.)  Sears took up trade with modest renovations of Eaton's tired space, essentially used Eaton’s same merchandise floor plan and never really stepped it up.  It was handy if you needed a mattress or to look at vacuums, but the balance of the offerings didn't really appeal to an urban market.  As the mall upgraded their store mix and retail in general did well through the early 2000's Sears just sat there getting dusty and providing a handy hallway between the mall and the subway entrance.

If you're partial to analysis having the physical store be in competition with your catalogue was an odd choice, considering you could pick up your catalogue orders there.  And truthfully in a large centre the idea of paying for the order processing never sat well with me.  If you're partial to rumour there's a lot of accusations of using the division as a corporate type of ATM thereby devaluing the entire thing.  Oh and that stuff about an 'Ayn Rand' business philosophy used by people with 'C's' in their title.  An idea that is so farfetched I'm going to leave it over there rather than to make any sort of sense of it.

Eaton's also failed to innovate & renovate, held an entirely too large management team (people working in the walls as we called them) and a huge shrinkage and theft problem.  Yes that’s my perception, but not all of it is unfounded.

So why are we so upset when these giants fall?  Are we harbouring a nostalgia, which by definition, is no longer the reality?  Did we really think they would pull their socks up and get it sorted out or are we stubbornly hoping things never change?

By way of placing myself into a particular part of the city's history I was a very little girl when I both went to the closing of the Eaton's College Street store and then visited their new TEC location.  Later, I did at first find it weird to go to my old work location and find it was a Sears, but I got over it.  And in both the case of Eaton’s and Sears, by the time they were ready to close I wasn't shopping at either of them.

Perhaps the potential of something new in their place placates our loss?  But the new entrant is another enterprise fraught with uncertainty.  I don't know a single person who was sad to see Zeller's go but then again Target hasn't quite been a direct hit either.  I'll write soon about the anticipation by Canadians of US retailers and how we sometimes have to be careful with our expectations.

So I guess it is nostalgia. I have fond memories of the small town Woolco of the 80's but if I went there now would I be impressed?  I still sorta wonder if Cotton Ginny would have lasted now that so many retailers have decided to carry expanded size lines.  Although we still have some work to do there, but another time, another blog post.  It seems time and exposure to more choices does temper out expectations.

And sometimes, it's just that, the times, they are a changin'.

The now famous Honest Ed Signs