The Sweet Service Award goes to Manager Stuart at the Pick ‘n Pay at the V&A Waterfront, for walking the extra mile to find an item for me that the store did not have in stock. He called regularly to inform me of the progress. I also noted that he follows Twitter, and called immediately when I Tweeted about a ‘Customer Care’ assistant’s rude service when I returned an item, which was anything but customer caring!
The Sour Service Award goes to the Pick ‘n Pay in the V&A Waterfront in general, and its Manager Mark specifically. The V&A is currently running a promotion with MasterCard, and all purchases made with a MasterCard are eligible to enter a competition with the prize of a trip to ‘the foodie paradise’ New York City (one would have thought we live in that paradise already!). I had been to Exclusive Books, and the very efficient assistant Belle had proactively offered me a form to complete after purchasing a book, and to drop it at the MasterCard desk in the promotional area. When I paid for my purchases at Pick ‘n Pay, I asked them for a form for the promotion, but none of the till staff nor the supervisors knew about the promotion, which has been running since 15 July. I asked the staff to call the Manager, and it took two staff announcements and 15 minutes for Mark to arrive, clearly annoyed that I had disturbed his staff dinner at the back of the store! He knew about the competition, but seemed disinterested, and went to fetch a form – one has to complete the form in the store, as it requests store and staff details too. He was not interested to get it to the MasterCard stand, a complete contrast to the fabulous Exclusive Books service. When I Tweeted about this, I received a mouthful from the rude V&A Waterfront Tweeter Emma Jackson. Stuart informed me that Pick ‘n Pay is not participating in the V&A’s promotion, a poor reflection on the V&A’s Marketing department to not get Pick ‘n Pay on board, a store which probably has the highest usage of MasterCard in the V&A!
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 whalecot@iafrica.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.
Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com Twitter: @WhaleCottage
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