Entries tagged with “WhaleTales Sweet & Sour Service Award”.


The Sweet Service Award goes to Tiger’s Milk Kloof Street, where I experienced double service excellence in one afternoon. I had finished a meeting, and while chatting to Group staff member Linda Hofstetter, saw that my phone battery was down to 5%. I tried to book my Uber trip back home, but I could not get it to work. Linda tried to help me on my phone, and when it didn’t want to work, she called a car for me on her App, and refused to accept payment for it. A security staff member stood at the Kloof Street entrance to the restaurant, and assisted me in identifying the Uber vehicle, and in safely walking me across the road to the car. 

 

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The Sweet Service Award goes to Exclusive Books in the V&A Waterfront, for its friendly service in accepting a returned book, when I discovered that I already owned a copy of it. The money was quickly and efficiently reversed to my credit card. 

 

 

 

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The Sweet Service Award goes to Kirsten Goss jewelers in the Silo District in the Waterfront, and its staff member Karen Schwarz. Karen arrived back in the store, after I had spent a few minutes there, my first visit there. She said ‘Dotti’ to me, and I first thought that I had misheard her, it being the name of one of my sisters. I must have looked at her in disbelief, and then she added our surname. I was finished, not thinking that I look similar to my sister. My sister has shopped there before, and Karen said that our faces look similar, and hence she could identify me as a ‘von Ulmenstein’. It is the (more…)

The Sweet Service Award goes to Audi Cape Town, and its Service Ambassador Walied. I couldn’t unlock my car boot, having locked my handbag inside it, and drove to Audi Cape Town on a Saturday morning for help, not expecting any Service staff member to be on duty! But Walied was on duty, and did some wriggling with my boot, managing to open it, to find that the handbag strap had got caught in the locking mechanism of the boot! He fixed this with a smile and charm, proud to have been of service! Audi Cape Town continues to astound me.  (more…)

The Sweet Service Award goes to Dr Toni Bedford, who found my son a one hour dentist appointment slot when he made a very quick visit to Cape Town last week. One filling requires three visits to a dentist via the NHS in the UK, so getting two fillings done in an hour was a huge time saving and far cheaper too.  (more…)

RocksoleThe Sweet Service Award goes to Rocksole Shoes & Repairs in Wale Street in Bo-Kaap, for their make-good in repairing the zip of my handbag.  I had handed the bag in just before they closed for a Christmas/New Year break, and was promised the bag back on their last working day.  They were clearly under pressure, and the bag’s zip broke immediately when I used it.  The owner apologised for the shoddy work of his staff, and invited me to bring back the handbag, for the zip to be repaired again.  He did the repair in a speedy two days, and did not charge for it.  Ironically and sadly the handbag was stolen at Nap coffee shop in the Cape Quarter two days later! (more…)

The Sweet Service Award goes to Butler’s, and its sales executive Nola Cornish, for excellent service in providing hospitality products to Whale Cottage at good prices, without any paperwork required to apply for an account, having stock availability, not having any minimum order requirements, and delivering the order promptly without charging a delivery fee.  Butler’s’ service is in stark contrast to the poor service we suffered for years from Ciro Beverage Solutions.

The Sour Service Award goes to Woolworths for its handling of a Tweet about the St John’s Piazza branch pie-baking oven being out of order, and having been so for two days.  The retailer wrote an e-mail a few days later, requesting details.  On the same shopping visit, there had been poor service from the Foods Manager regarding green pepper prices which had been crossed out but were still charged at the original price at the till.  More than a week later the following standardised customer letter arrived from Jacky van den Berg, its Customer Care Consultant.  The letter content was completely unrelated to the Tweet complaint!

Thank you for telling us about your recent experience at Woolworths. We are sorry to hear that you were disappointed with the rotisserie chicken and we’d like to assure you that everything possible is done to prevent this from happening.  We have discussed your comments with our technologist, who has spoken to the supplier and we will continue to monitor their products and quality closely to make sure that they meet our stringent standards.  Attention to detail and the best quality, always, are important to us. We hope that you will continue to enjoy the Woolworths difference each and every time you shop at one of our stores.  Woolworths would like to take this opportunity to thank you for being one of our valued customers and for bringing this matter to our attention”

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.

The Sweet Service Award goes to Red Bull and its entertaining Flugtag it hosted in the V&A Waterfront last Sunday, the first since its last South African event ten years ago.  A record count of over 200000 attendees led to traffic congestion and a shortage of parking in the V&A, which meant that visitors had to park at the Cape Town International Convention Centre. From Twitter it was evident to see that everyone had a super time, despite the traffic problems in getting there.   One hopes that the City of Cape Town takes a leaf out of Red Bull’s book in how to organise a successful mega event!

The Sour Service Award goes to Tourvest-owned Seekers Travel and its Public Sector Division, in cancelling a booking for our long-standing Department of Environmental Affairs clients.  We had received the booking from the friendly Nangamso Nyonkana, but a personal crisis led her to leave the office and hand over the booking to her rude colleague Nomhle Khosi.  Despite having met all the onerous invoicing requirements, we were told that the travel agency only pays on the day of guest arrival, and that the payment run for the whole company only starts at 14h30, by which time the guests may have checked in already.  When we asked Nomhle to help us to chase the payment in the system, she refused, and cancelled the booking instead, without explanation. The Operations Manager Shelley refused to intervene.  Guest Houses are loath to deal with travel agents, and late payment is one of the major irritations, Seekers being a large company and works according to rules, despite the inconvenience to their clients and suppliers!  The Department client Eugene Swart was shocked to hear about Seeker’s unprofessional conduct, and will take the matter further!

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.

The Sweet Service Award goes to Melissa’s Head Office, which showed its appreciation for ‘constructive criticism and feedback such as yours is seen as a very valuable tool in our endeavours to achieve and maintain the highest possible standards’. They acknowledged that the service problems experienced at their Kloof Street branch on the day that they opened their new branch in the Somerset Mall are ‘not of the standard that you should expect’, sending a voucher with an invitation to return for the ‘true Melissa’s experience‘.  While the letter probably is a standard customer response one, Esti Pienaar, Systems Manager, expressed genuine interest in the service deficiency when she called.

The Sour Service Award goes to Pick ‘n Pay Franschhoek, for getting the purchase of gift vouchers so badly wrong.  Wanting to save time due to the slow process in loading each voucher individually, we called ahead, and the manager Craig was willing to prepare the 20 gift cards for us.  Adding shopping to the voucher purchase,  the cashier got herself completely confused, despite the manager standing next to her, and despite confirming a number of times which amount had to be paid, she made an error about the amount due. Adding insult to injury was that none of the cards worked when our staff used them at other Pick ‘n Pay branches. This meant that the whole transaction had to be redone a week later. The worst part was the rudeness of the store manager Stuart Downie, in trying to blame the empty gift cards on ourselves, instead of apologising for the error made by his cashier and her manager!

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 WhaleTalesnewsletters on the www.whalecottage.com website.

The Sweet Service Award goes to Shoprite/Checkers, for refunding all its customers for Velvet Sky airline tickets, bought via Computicket Travel, or at a Shoprite or a Checkers store.  The airline has been grounded, and has not made arrangements to refund its customers’ tickets. ‘Despite having no legal obligation to refund Velvet Sky’s fares, we feel strongly that you shouldn’t lose your hard-earned money due to this unfortunate event’, said a letter from CEO Whitey Basson, in a newspaper advertisement.

The Sour Service Award goes to the Pick ‘n Pay BP Express in Green Point.  Recently the monthly municipal accounts were paid via EasyPay at this branch and sms bundles were bought for the staff.  When the sms vouchers and proof of payment were printed by the cashier one could barely read the detail, as the shop printer cartridge was close to empty. The Manager Darren didn’t want to call the franchisee Paul Schaefer (he is never there in the evenings nor over weekends), so he tried to dismantle the printer linked to the till and swop it with another. He called when it was done, an hour later, so that we could fetch the newly printed and far more legible slips.  We had not noticed that the sms bundle vouchers did not have a pin code due to the reprint, and this necessitated a third visit to the branch on a Saturday morning, again finding Mr Schaefer absent.  I was asked to return two days later, which was unacceptable, due to the time already wasted over three visits.  Mr Schaefer called, explaining that he would have to look through the screen shots of the till screens of the two previous visits, to get the sms bundle voucher pin numbers, and this could only be done on his return. We called Jacques Lombard at the Pick ‘n Pay Head Office, and he immediately instructed Mr Schaefer to issue replacement sms bundle vouchers, which was done, but was accompanied by abusive calls and sms messages from Mr Schaefer, absolving himself and his staff from any responsibility for the problem created. We will not return to this Pick ‘n Pay branch, due to the continued EasyPay incompetence experienced in the past year.

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.