The Sweet Service Award goes to Rocksole Shoe and Bag Repair in Bo-Kaap, and its owner Raj Jaga, who twice within a month has assisted me. First he managed to replace a bag handle in a shorter time than he allows for normally. Then he added an extra hole on the strap of a new handbag while I was in the shop, and he did not charge me for it, saying that I am a loyal customer.
The Sour Service Award goes to Audi Cape Town, and the unprofessional service I received when my car went for its first service at this branch (the car was bought at the Somerset West branch). On Monday morning there was chaos outside the service section, with no staff member to guide one where the cars to be serviced were to be parked. The driver Edward sulked when I asked him to not sing along to the lovely music played on Smile while he was driving me home. Driver Moegamat was meant to call me to obtain my address for the collection at the end of the afternoon, but did not do so and got lost in my suburb, surprising as my home addresss was confirmed by the Service Advisor Ardilah Swanepoel. The driver did not know where the other two clients he had to collect lived, driving while speaking on his phone, not having a GPS nor using Google Maps. When I got to the dealership Darryl Robertson the Service Manager listened to my account of the poor service experience with empathy. He confirmed that it was not policy to not provide the drivers with the addresses of their clients for collection, as I had been told by the Service Advisor! To add insult to injury, Nadine from Customer Care Solutions called three days later, asking how satisfied I was with Audi Cape Town, reading from a script. I said I wasn’t satisfied. She then asked me if all the repairs to the vehicle had been to my satisfaction – I had to tell here that there were no repairs, but that the car had been for its first service!
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 chrisvonulmenstein [at] gmail.com. Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog.
Chris von Ulmenstein, WhaleTales Blog: www.chrisvonulmenstein.com/blog Tel +27 082 55 11 323 Twitter:@Ulmenstein Facebook: click here Instagram: @Chris_Ulmenstein
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