The Wash Sweet Service and V&A Waterfront Sour Service Awards!

The Sweet Service Award goes to The Wash, which was nominated by Nicky Farmer: “I immediately thought to nominate as below as this kind of customer service just doesn’t seem to happen as often as it should. On 24 Jan, I had a meeting at the Lifestyle Centre on Kloof Street and I took the opportunity to have my car valeted downstairs at The Wash (021 422 2233). They’re always so friendly and do a pretty good job. It wasn’t until 31 Jan that I opened my wallet to take out my business card and realised it wasn’t there. I got a fright, but immediately calmed down as I hadn’t had any notifications of transactions on my account, so I knew it was safe – probably in a pair of jeans at home or something. I couldn’t find it at all the next day, so I went through my bank statement online and realised that the last time I’d seen my card was at The Wash. I called them immediately, and Malcolm, the Manager said he’d been holding onto it for me, but couldn’t find a number for me in the phone book.  I know it’s a really simple one, but he had such an opportunity to take advantage, but instead played the role of good citizen.  His will be my car wash service of choice moving forward!”

The Sour Service Award goes to the V&A Waterfront, whose Aniem called from the Info Centre to say that a Loyalty card was waiting at its Info Desk, and became cheeky when I told her that it was not business calling time (before 8h30), and a particularly busy breakfast preparation time for us.  She retorted that as I own guest houses, I should answer the calls!  The application for the card was in my personal name, and only the e-mail address referred to the guest house.  The postal address and e-mail address were included in the application, and could have been used to communicate in a less disruptive manner.  After Tweeting about the disruption, the V&A Waterfront Tweeter Emma Jackson rudely defended the action, offered no apology, and set out to purposely personally embarrass me in the Tweet.  Chantelle Cole, Executive Manager: Strategic Marketing of the V&A responded sympathetically for the first time about the regular Twitter abuse by Jackson: I’m so sorry about this, I will raise the issue with our community manager and Info Centre team”. No further communication has been received.  Annemie Liebenberg, the V&A’s head of Tourism, to whom the Info Centre reports, did not return the call about the matter.

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   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 website.

2 replies on “The Wash Sweet Service and V&A Waterfront Sour Service Awards!”

  1. Honestly…what will it take for them to gey rid of that WHOLE “PR” team, esp Emma?!

    I too have had several online run-ins with them, and am contantly amazed such brazen, haughty, arrogant, entitled and needlessly superior attitudes govern what is, arguably, SA’s number 1 tourism money spinner!

    A quick chat with ANY resto/bar/market person will reveal an (always off-camera) loathing for V & A management’s awful tenant relations and broken promises…

    One wonders if they have yet made the connection between their attitudes and stores closing down….

    As usual, sterling reportage, Chris…!

  2. Thank you James, easy to do when one is the target directly and has the experience first-hand.

    From Twitter it is clear to see that an unhealthy client-supplier relationship exists between Emma Jackson and her client Carla White!


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