The Sweet Service Award goes to the Park Hyatt Hotel Mendoza and its GM Miguel Ángel Bermejo, for his excellent service recovery after a shaky start when I checked in at the hotel a week ago. He had been traveling and away from the hotel for a few days, yet made time on the day of his arrival to meet with me for a tea/coffee, so that I could share the service incident with him. Before meeting with him, he had already sent three bottles of wine to my room, as well as a vase of flowers for my bathroom. What blew me away was that he had the South African flag hoisted outside the hotel during my stay, an amazing touch. During our meeting he recommended top restaurants in Santiago in Chile, he organised a room for me for an extra night, had top lady clothing shop names sent to my room, had a table reserved for me at a local restaurant he recommended highly, as being the best in Mendoza, and invited me to try their Bistro. He is an excellent listener, and had done his homework on me. He is honest, and not defensive about the feedback. A day later I asked him a question via a concierge, and he came to reception, to say hello personally. Unbelievable service! Continue reading →
The Sour Service Award goes to Paarl Motors, who have previously received three Sweet Service Awards. The dealership’s Debtor’s Clerk Marietjie Brits handed a matter related to a cheque for a service to their lawyer, which had been rejected by their bank (Nedbank). The Dealer Principal Jaco Kotze and the Workshop Manager did not try to intervene and resolve the matter. The service from the Workshop has been outstanding over the past 5 years, and therefore the poor service received was disappointing. Even more shocking was the attitude of Mr Kotze, who did the “my staff are perfect” customer alienation routine when called by the customer, without having taken the trouble to contact the customer proactively. The client’s ABSA bank approved the banking of the cheque. No apology has been received from Paarl Motors.
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
The Sweet Service Award goes to Catherine Anderson, Manager of the Bay Skincare Institute in Camps Bay, Cape Town, for an exemplary service recovery, following a most unpleasant experience with the therapist Tammy. The client was invited to return to have the treatment completed, and the new therapist Angela was caring and absolutely professional. At no stage did Katherine try to do the tempting “my staff are perfect and never make mistakes” routine!
The Sour Service Award goes to Dante Wellness in Sea Point, Cape Town, whose co-owner (with sister Teresa) Daniela Stefanutti is so abrasive with her clients. While the customer had decided to not return to Dante due to this a year ago, she received a gift voucher over Christmas, and returned, to be treated by a lovely new therapist Marieke. The customer’s reaction to the incompetence of the receptionist in making a new booking resulted in Daniela calling, with abuse, and cancelling the appointment. She did not request any input from the customer, basing her decision purely on input from her receptionist.
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.