The Sweet Service Award goes to Colin Haupt from Doppio Zero in Green Point, who prevented his restaurant from getting a Sour Award. The customer popped in last Sunday evening after a movie, at 10 pm. Three waiters stood at the door, and immediately greeted the customer with the news that the kitchen was closed due to a stock take. A drink or coffee could be served, they said. The customer saw a pizza, and asked if that could be served. Yes, they said, that is not part of the “kitchen”, they said! The customer asked the Manager how it could be possible for staff not to encourage a customer to order a pizza, given that is what they are in business for. Linda, a Manager who had not dealt with the customer, asked what had happened, when she was on her way to leave the restaurant. When the customer explained it to her, she told the customer to rather go home! The Manager Jason refused to provide the details of the franchisee or the Johannesburg head office, giving the customer his name and restaurant number instead! In fact he asked the customer to come back to the restaurant to complain the following day, when the franchisee would be present. He did not take the customer’s details. The following day the customer called Colin, the franchisee, and he was most gracious and direct in apologising for his staff incorrectly closing the kitchen – it may only be done on his instruction. The chef had decided to override the boss, it would appear, once he had gone home. Colin has invited the customer to return.
The Sour Service Award goes to the new Pick ‘n Pay Express on Somerset Road in Green Point, where it took more than half an hour to pay 6 accounts via Pick ‘n Pay’s Easy Pay system. Only one cashier knew how to take the payment. Clive, the manager, initially tried to assist, but seemed to be out of his depth. He just walked off, and went to the back of the store, leaving his staff to try and sort out the problem. Alan, the trainee manager, seemed knowledgeable, but had never done a third-party payment. The customer had to call the franchisee Paul, for help, as the time taken was unacceptably long and the cashier could not make the sixth payment go through. Paul arrived, chewing gum, and was agitated that he was expected to come from his home to assist the customer in making the payment!
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 email@example.com. 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.