The Sweet Service Award goes to Aneesah Botterill from On The Dot, a mail order company in the Media 24 group. In a most amazing service recovery, Aneesah prevented her company from receiving this week’s Sour Award. Attempts to order wine writer Neil Pendock’s new book ‘Sour Grapes’, which was advertised in the Sunday Times last week, were met with tremendous inefficiency initially. The ad had an immediate call to action, encouraging readers to buy “NOW” – however, the company’s order line is not open on Sundays, when the Sunday Times is published! The following day it became impossible to get around the company’s bureaucracy, e.g. receiving a Tax Invoice to pay for the book, when it can only be issued once it has been paid! An attempt to reach the MD of the company led to a customer call being made by On The Dot Supply Chain Manager Trade Aneesah Botterill, who listened to the customer, apologised profusely for the administrative red tape experienced, and offered to send the book for free by speed post within two days, a promise she fulfilled perfectly.
The Sour Service Award goes to Five Flies restaurant in the Cape Town city centre. An e-mail request to the restaurant, to allow guest houses in Camps Bay to jointly share a meal at the restaurant, utilising the vouchers the restaurant had issued to the guest houses, received no response. When the telephonic follow-up was done, the owner Alex van Nes said “No” to the request immediately, saying that he wanted to do this “his way”. He was disparaging to the caller, swore, and then put down the phone. A follow-up e-mail to Five Flies and a call to its PRO have not received a reaction yet.
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.