The Sweet Service Award goes to the V&A Waterfront, and is nominated by Mark Lowe: “I should like to nominate the V&A Waterfront Management for your weekly “Sweet Service Award”. On Friday 18 January I wrote to David Green, CEO of V&A Management, recounting my experience of poor security encountered there when visiting a restaurant at Quay 4 on the night of Thursday 10 January. I am very pleased to report back that on Monday morning, 21 January I received a very comprehensive response from the V&A’s Adri Roux. This was followed up later in the afternoon by a telephone call from “Bobbie” (I neglected to get her surname, although she did give it to me) who also thanked me at length for taking the trouble to contact V&A management, and explained at some length, what further steps they will be taking to address security issues. I was even invited to come down and be taken on an inspection of the facilities and systems that they have in place! I was very impressed with the responses and had all of my expectations exceeded”.
The Sour Service Award goes to Clicks in Glengarriff Road, Sea Point, and is nominated by Mary Nagle: ‘Yesterday I was in Clicks on Glengarriff Road in Sea Point when I noticed an elderly gentleman (I would estimate his age to be close to 90) approach one the employees. This assistant, whose name is Cuba, was wearing a ‘Can I help you?’ sign on his shirt. The customer explained that he needed R100 credit for his cell phone. The assistant merely waved his arm n the direction of the queue – there were 7 people standing there waiting for 2 assistants. I thought it was extremely poor form, given that it was obvious that the customer would not be able to stand in a queue for that length of time, that the assistant didn’t immediately sort out a chair for the gentleman and organise his airtime for him. I wonder about the training provided by Clicks, as it was evident from Cuba’s reaction, that “the minimum is good enough”. I have telephoned to Clicks Head Office this morning to explain to the CEO David Kneale what has happened. I left a voice message and will let you know if I get a response’. Mary let us know subsequently that she heard from the Clicks Head Office.
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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