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.
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