The Sweet Service Award goes to Dermalogica, and its Head Office Manager Marja Basson, who did an amazing service recovery to make good the dreadful service I experienced at its Wembley Square branch. I received a text message, inviting me to test a new eye treatment cream, with options of a branch and a time that suited me. My appointment time and date was confirmed. I arrived slightly early, was told to take a seat (at the counter) and was offered a glass of water. Therapist Salma was busy with a client in an open space close to me, and when it was 12h20 she carried on without apology to me, and appeared very slow in taking payment from the client. Salma was 15 minutes late for my appointment, did not apologize when she began my treatment, blaming a double Continue reading →