The Sweet Service Award goes to William of the Camps Bay branch of Computicket. A customer wanted to exchange tickets for the Jonny Cooper Orchestra performance at the Theatre on the Bay to a later date, but this is only allowed if the new date is before the booked date. William found a way to book an alternative date for the show.
The Sour Service Award goes to The Flower Shop in Plettenberg Bay. A customer ordered flowers for delivery in Plettenberg Bay. The shop assistant appeared very badly trained, was slow, did not offer an invoice, and could not indicate when the delivery would take place and the customer had to ask her to call her boss. In front of the customer she referred to the customer as “tannie” when phoning her boss. As the recipient had not acknowledged receiving the flowers, the customer called the florist the following day (a Saturday morning), to check whether the delivery had taken place. The same shop assistant said that as it had not been returned to her by the delivery person, it must have been delivered. As this was too vague an answer, the customer called the owner. She said that she would have to ask her husband, as he had done the delivery, and would call back. About 5 hours later the customer realised that she had not yet heard from the owner, so called her again. The owner confirmed that the flowers had been delivered. When asked why she had not called the customer, she said that she was spending time with her family (it now being Saturday afternoon), and that she would have called back on Monday! The Flower Shop staff and owner have no understanding of customer service at all, nor an appreciation of the value of their customers’ business.
The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog. Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at firstname.lastname@example.org. Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.