The Sweet Service Award goes to W Café in Woolworths at St John’s Piazza in Sea Point. On the odd occasion that I go to this store, I forget my past unhappy experiences there, and indulge in their scones, which are firm, and do not crumble. Recently I ordered a scone, and wanted to substitute the jam and cream with grated cheese. The Manager Pieter said it could not be done, and that I would have to pay extra for the cheese, despite the two eliminations. No amount of persuasion could convince him. As the W Cafés are owned by TriBeCa, the Woolworths store manager could not assist. I was called by a Johannesburg W Café manager, and finally could speak about it to Marcel, the local Operations Manager. He immediately fed back that the Manager was incorrect, and should have allowed the substitution. He promised to address the manager and staff in the Café about it. When I returned about ten days ago, I ordered the scone with the substitution, and there was no problem to receive it as ordered, without having to pay extra! I have not found W Café to be so responsive to feedback in the past.
The Sour Service Award goes to Vodacom, for the double payment it took off client bank accounts for debit order payers at the end of December, without warning. It seriously affected the cash flow of the affected customers, and it took another week or more to receive the refunds. Vodacom offered affected customers a bundle of free data. I pay at the bank every month, so was not affected. It was evident that Vodacom was struggling with its own cash flow problem, as it harassed me with payment-chasing calls as the new year began. On payment, I received an Sms to confirm that Vodacom had received my payment. Vodacom continues its automated calling (I never answer them, as they have a shortened recognizable number), at all times of the day, at least three times per day!
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.
Chris von Ulmenstein, WhaleTales Blog: www.whalecottage.com/blog Tel 082 55 11 323 Twitter:@WhaleCottage Facebook: click here
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