Tag Archives: Sweet & Sour Service Award

Sweet Service Award goes to Woolworths Sea Point; Sour Service Award goes to Brandon Leigh of Kfm!

 

The Sweet Service Award goes to Woolworths at St John’s Piazza in Sea Point, which surprised me when I went to shop for some winter tops recently, selecting three. At the till I was told by the cashier that one of the tops was a line which had been discontinued, and therefore had no price. A second top had been discounted during a recent sale, and therefore only cost half the marked price. Both of these tops had no labels to indicate this windfall! The third Top was charged as per its price label.  In these tight Corona Lockdown times, this windfall was a blessing.

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Sweet and Sour Service Award goes to Auto & General!

 

The Sweet Service Award goes to Auto & General, and its Call Centre staff member Nomsa, for the ease with which I was able to cancel my insurance policies with the company. She did try to entice me to stay with the company, by offering me a reduced premium, but I had already switched to Discovery Insure, with a premium half of that of A & G. Continue reading →

Sweet Service Award goes to City Sightseeing Cape Town; Sour Service Award goes to Discovery!

 

The Sweet Service Award goes to City Sightseeing Cape Town, and its Marketing Manager Mandi Jarman, for coming to the rescue of two of us invited media guests who got left behind by the Hop On Hop Off bus of the company at the Aquarium yesterday, to take us to an event in Maitland, when we were given incorrect information by the PR company about where to leave our cars. Mandi saw us looking lost, and invited us to join her in her car, to get us to the event venue on time. Continue reading →

Sweet Service Award goes to Sorbet Camps Bay; Sour Service Award goes to Clicks Sea Point!

 

The Sweet Service Award goes to Sorbet in Camps Bay, and its staff Lauren and Rongina for their excellent service earlier this week. It was a joyous reconnection with Lauren, who had been on maternity leave and whom I last saw in May last year, having returned to work in January. She is the most gentle leg waxer, adding in a little massage too.  Equally Rongina knows my nail polish colour when I come for a pedicure, and is gentle in her handling of my feet, a monthly treat. Continue reading →

Sweet Service Award goes to Bahia-Sub in Vilanova de Arousa; Sour Service Award goes to FlySafair!

The Sweet Service Award goes to Bahia-Sub in Vilanova de Arousa, and its skipper Santiago. The boat company uses its rubber duck, seating about twelve Camino pilgrims at a time, transporting them on the Rio Sar, from Vilanova de Arousa to Pontecesures, a journey of about one hour, but we were on the water for 90 minutes. Skipper Santiago was a true gentleman, slowing down or stopping the engine to show and inform us about interesting sights along the way, including the mussel farming outside Vilanova de Arousa, the second largest in the world, clam fishing, crosses in honour of Saint James and two other holy persons on a little island on the river, and ruins of a church and a castle on the river bank, with a replica of a Viking boat that pilgrims used to travel to Santiago de Compostela.  The real spoil was a tea break, with hot tea and a mini muffin served.  

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Sweet Service Award goes to River Café; Sour Service Award goes to Soyogi!

The Sweet Service Award goes to River Café in Franschhoek and its delightful assistant who served me when I went to buy ice cream there on a very hot day. Standing in a queue with other customers, the young lady was called out of the kitchen to assist me, and allowed me to photograph their ice creams from the other side of the counter. I was intrigued by their black Charcoal ice cream, so she proudly came to my table to explain how it is made, she having made the ice cream, as her manager who normally makes it had the day off on that day. She told me the recipe of how it is made, and brought me the bottle of Activated Charcoal she added to give it the black color. She was so proud of her job, a rarity to see in Franschhoek! It was clear that this was a popular stop, with a number of other  customers sitting outside and enjoying the ice creams too, very reasonably charged at R25 for two scoops. Continue reading →

Sweet Service Award goes to Sorbet; Sour Service Award goes to Woolworths Sea Point!

The Sweet Service Award goes to Sorbet at the Point Mall in Sea Point belatedly.  I was sent a text message, offering me a discount for their beauty salon services during my birthday month of December, which I accepted gratefully.  I received efficient service from three staff members, and one of them even offered to return my Bootleggers coffee cup to the nearby coffee shop. 

 

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Sunday Times Sweet and Rocketseed Sour Service Awards

The Sweet Service Award goes to Mohammed and to Wilma of the Sunday Times, for helping a customer to subscribe to the paper, after 6 months of frustration in trying to do so via the call centre.   A chance connection to Mohammed in the Human Resources department of Avusa, the company owning the Sunday Times, helped the customer to find Wilma, the person responsible for subscriptions in Cape Town.  Wilma can be contacted at tel 021 488 1823.   The delivery of the Sunday Times has been perfect since contact was made with her.

The Sour Service Award goes to Rocketseed, a company which sells branded signatures to the tourism industry.   The signature has to be designed by a separate company, and then Rocketseed sets it up with telephonic support.  It soon became evident to the user that the design has a weakness in that the “footer” does not follow the e-mail content when an enquiry from a prospective guest is replied to.   For  more than a month the customer tried to get Rocketseed to fix this design error, but received the poorest service from the support staff at Rocketseed.  It appeared that they did not know how to fix the problem, and kept the customer tied up on the phone for hours on end, in trying to load a revised version of the signature.   When the customer requested that a more senior staff member assist with problem, Henry Jonker, a director of Rocketseed, called.   He was extremely arrogant.   His response was to threaten the cancellation of the customer’s annual subscription of the branding service, which had to be paid in full prior to the customer being able to test the signature application.  

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 info@whalecottage.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.

One&Only Cape Town Sweet and Vodacom Sour Service Awards

The Sweet Service Award goes to Stephen Towler, Group Sommelier of One&Only Cape Town.   Towler is knowledgeable, offers excellent service and he has presence without being obtrusive about it.   He was spot on with a suitable choice of shiraz, showed customers to maze his 5 000-bottle  Wine Loft, and sent complimentary glasses of a dessert wine to the table.  At no stage did one feel that he was trying to recommend the more expensive wines on the 35-page winelist.   He took interest in the service deficiencies of maze, and helped to address them quietly and efficiently, even though the food side is not his responsibility.   For a detailed review of maze at the One&Only Cape Town, read the WhaleTales blog post of 9 April below. 

The Sour Service Award goes to Vodacom, for the appalling poor service customers have to endure when the cellphone company cuts off its customer’s line, even though payment was made by Easypay two days prior.   No sms to warn one of the line cut was received.    One has to call the Vodacom accounts department, and the call centre (which can vie for the unenviable award of the worst Call Centre in the country, shared with the Sunday Times) is completely customer unfriendly.    There is no apology expressed or understanding what inconvenience such a line cut can mean to one’s business, that is totally dependent on sending sms-messages and making calls when one is out of the office.   Instead one is treated as a criminal, with “verification” questions asked about oneself – ID number, postal address, type of Vodacom package one subscribes to (be warned to not get this vital piece of information wrong, as one then is hugely suspect), name of bank one banks with, and type of account one has with the bank.  The significance of the questions, other than the ID number, was questioned by the customer.   One then has to fax the proof of payment, and is told that it will take an hour for the reconnection to take place.    The customer however had to call three times, and go through the verification process each time, because she expressed her frustration to each of the call center representatives, who then “punished” her by not reconnecting the line.   The customer was cut off for 6 hours due to the unacceptable behaviour of the Vodacom call centre staff.    No apology was received for the inconvenience caused!

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 info@whalecottage.com.

Allee Bleue Sweet and V&A Waterfront Sour Service Award

The Sweet Service Award goes to Desmond Spangenberg at Allee Bleue, a wine estate outside Franschhoek.   The estate has undergone a transformation in keeping its boom open and being welcoming to visitors, after years of keeping it closed and questioning visitors as to what they want!    The restaurant on the estate serves lunches and breakfasts at the most reasonable prices, and the menu contains out of the ordinary dishes.   The latest and most welcome addition to the service range is a free wireless ADSL service, which unfortunately is not made known to the patrons of the restaurant. 

   

 

 

 

 

 

The Sour Service Award goes to the V & A Waterfront for their parking machines being out of order in the basement section underneath the Nu Metro cinema.  A first machine did not accept any notes, and the next one accepted a note, but then jammed and would not release the ticket after payment.   It took 10 minutes of ringing the service bell for someone to respond – he sits next to the parking machines, but is not immediately visible to customers.  Once the problem was explained to him, he said the customer should drive out, and press the button at the boom – it took 20 minutes for him to respond and open the boom! 

 

 

 

 

 

 

 

 

  
 
 
 

 

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 info@whalecottage.com.