The Good Customer

Who doesn’t like to score a deal? Homesense and Winners have doubled up to take over the world. Bring your battle gear when you visit – because it can be a war zone. Although there are great deals to begotten… my customer experience level here has usually been less than desirable. I’ve always given this establishment the benefit of the doubt… but no more excuses!

Please remember to bring your patience – you’ll need it. The employees here minus well work in a warehouse. I often wonder if they realize that there are actual customers in the store. Many of times they are so wrapped up in reorganizing products, unloading new stock, or doing inventory that you are made to feel that you are in their way – that you are a nuisance for shopping in the aisle where they are working.

The checkouts are almost always insufficiently staffed, leading to long wait times for their customer. Once you actually reach the checkout personnel, there is no effort on their part to redeem themselves. No smile, no apologies, and sometimes no thank you. It is perfunctory service at the most.

Although you may be able to find a “prize” here, sometimes it’s not an winning experience.

Popularity: 2% [?]

~Nice People, Nice Food, Nice Restaurant...~

I was enjoying an evening of exquisite Japanese food at a local restaurant in Vancouver. The customer service began at a 3.5 stars level but definitely finished at 5 stars by the end of the night.

Shortly after ordering our food, I noticed a single patron walk into the restaurant. She was seated close to our table and was in my line of sight. It became apparent that this was her first sushi experience. The owner/server came around to her and spent a considerable amount of time deconstructing the menu. She was patient and offered many suggestions to the customer. Not once did the owner/server make the customer feel uncomfortable. I was briefly touched when I witnessed this exchange. Although the restaurant was full and busy, the owner/server would check on this customer periodically to see if she was enjoying her food.

How sweet it is to be in the presence of genuine kindness. Although I did not experience this amazing service myself, I did leave the restaurant with a smile in my heart.

Popularity: 10% [?]

~Whole Foods Vancouver~

When you visit Whole Foods in Vancouver…. you’ll get the whole experience. I have frequented this location a number of times and I can say with confidence now that I have consistently received excellent service. Here are some memorable moments.

1) One time at Whole Foods, I was torn between 2 different brands of lemonade. I approached one of the employees and asked if he had tried a particular brand. He said “no” but would be more than happy to open a bottle for me to try before I buy.

2) One time at Whole Foods, I approached a “sample table”. I had to wait for a moment as there was another customer in front of me. When it was my turn, the employee thanked me for my patience and apologized for the wait. She was knowledgeable on the product and even gave me cooking suggestions.

Meandering through this meticulously kept store is like walking through a park. If you have time, if you’re in the area… take a tour though this spacious and well laid out grocery store…. it’s a pleasant and relaxing experience.

More Foods to Love at Whole Foods

Popularity: 2% [?]

~The Gates of Ramen Heaven~

As you saunter pass the red curtains outside entrance…. you can’t help but wonder, why are all these people standing on the street? What is it? Why are they waiting?. It’s ramen! Throughout the years there have been a number of Japanese noodle places popping up all over the city of Vancouver. But Kintaro has stood the test of time… being one of the older establishments, it still boasts a line up during the meal hours every day.

Waiting for food usually deters me from visiting a food establishment. But unable to shake my intense craving for ramen, I gave in and made my way down to this institution during lunch hour, on a weekend, no less…. Yikes!

While waiting in line, one of the servers came out and started passing out menus to the customers. As you progress in the line, the server then comes to take your order. When you get a table and sit down, your food arrives shortly thereafter. Excellent! I love efficiency!

I applaud Kintaro for making the “line-up” process as painless as possible. Getting in the orders of the customers waiting in line speeds up the turnover in tables. Customers spend less time at the tables therefore customers waiting spend less time in line. What more can we ask for?

Popularity: 3% [?]

SCENE: A modern day bookstore with in house coffee shop.

PLAYERS: TGC (The Good Customer); Cashier

ACT I: TCG walks into bookstore. Not shopping for anything in particular, she is just walking aimlessly through the aisles hoping that something interesting will catch her eye. In the SALE section, she finds a charming stationery set.  She takes note of the sale stickers on the box. There are 2 stickers. One reads 30% off and the other BuyOneGetOneFree (BOGO). The assumption is that after being reduced to 30% off, the item was further reduced to BOGO (or 50%). She proceeds to find another set to take advantage of the BOGO offer. With her items in tow, she walks towards the checkout line to pay.

ACT II: TCG is now in the checkout line waiting patiently for her turn. Finally it is her turn and she approaches Cashier.

TGC: (smiling) “Hi, how are you?”

Cashier: Doesn’t respond and proceeds to ring up the items.

TGC: Collects items and says: “Thank you”

The TGC walks away from cashier and looks at her receipt. She has noticed something wrong with the receipt and walks back to the cashier.

TGC: Taking item out of shopping bag and presents it to the Cashier – “Excuse me, but isn’t this BuyOneGetOneFree?”

Cashier: “No. It says 30% here.” Points to 30% sticker.

TCG: Points to BOGO sticker. “But why is there a BOGO sticker here?”

Cashier: (nonchalantly) “I don’t know.”

TCG: (incredulously) “You don’t know?” 

Cashier: “Nope.”

It’s a stand off! The TGC is visibly frustrated. Cashier offers no resolution or explanation. Cashier just stares at TGC indignantly.

TGC: “Well, can I talk to someone else about the sticker then?”

The Cashier sighs heavily. He picks up a phone and says: “Customer here has a item that has 2 stickers ….. uh huh”. Hangs up phone.

He takes the items and re scans them into the system. Cash register opens up. He takes some cash out and hands it over to TGC.  Still not speaking, he hands the items back to TGC and dismisses her by calling for the next customer.

Although TGC did get receive the BOGO promotion, she is outraged! No explanation, no apology… nothing! “I don’t know”, doesn’t constitute as customer resolution. In fact the Cashier didn’t even care to deal with the issue until requested by the customer. 

The TGC is appalled that Borders Bookstore in Westfield San Francisco Center would have such deplorable customer service.

30%off OR BuyOneGetOne Free???

Popularity: 7% [?]

For all you folks in the Lower Mainland…..

In “good customer” style – I have to share all news good.  Upon a visit to acquire some products at Eccotique Spa in Vancouver, I received ”paper goodness”. A COUPON! What consumer doesn’t like coupons? I’m not certain if you receive one upon any purchase or if you need to spend a certain amount to qualify. My purchase was around $30.

The coupon is $10.00 off any spa service $50 and over. It is valid until the end of Oct 09.

Always nice to see businesses offering perks to their clientele. Full marks to Eccotique for the pampering.

~Limited Time Offer!~

Popularity: 2% [?]

~Cubana Torta~

~Choriqueso Torta~

 

Ok Ok …. sorry, no tequila here… I just wanted your attention. But boy, do we have tortas!  A fairly new establishment in Vancouver… new kid on the the block in Cambie Village. It had been on my list of places to try… and yesterday was that day – my inaugural visit to Las Tortas. This rather small establishment caters to both take-out and dine-in customers with 5 small tables. Upon entering we were greeted by the friendly counter person. She asked if we had been there before. When we told her “no”, she explained to us the ordering procedure.

Step 1: Take a paper bag and marker

Step 2: Write your name on the top of the bag; indicate if this order is for take-out or dine-in; mark your food choice(s)

Step 3: Hand over paper bag to counter staff; pay for order

Step 4: Wait for name to be called; collect order (in your paper bag) from counter

I noticed that almost every customer that walked in proceeded to the counter to make an order. Couldn’t help but think how tiresome it is for the staff to repeat the ordering process over and over again. Although a cute and novel idea, I question it’s feasibility.

Things I considered….. What are we trying to save here?  We ate in the restaurant. The restaurant requests that you use 1 paper bag per person. The bag itself is of substantial size (I guess it’s size is dictated by the size of the menu).  After receiving my torta in my paper bag I found my sandwich wrapped in wax butcher paper. Lots of paper was discarded.  Does it expedite the customer line? If you have any questions about the menu, you would have to inquire at the counter. Time at counter does not seem to be minimized.

Advantages: Great idea for take-out orders. DIY ordering is a unique idea. Errors with meal orders are reduced as they are prepared according to YOUR order bag.

Disadvantages: Lots of paper for dine-in customers. Time consuming. Direct ordering makes it easier to ask questions.

Order Station

Popularity: 3% [?]

~The Comeback of Cheap Tuesdays~

Just a quick post to give my kudos to Cineplex Odeon Canada and Telus Mobility. As most of you know, taking in a movie these days can cost us well over $20.00. On a unsuspecting Tuesday night, we made our way to Scotiabank Theatre in Vancouver to watch a movie. Wanting to use our movie coupons, I stood in line to purchase the tickets. When I got to the kiosk, the kind attendant told me that they were having a half-price special on Tuesdays – $11.45 for admission, popcorn, and a drink!!!  He suggested that perhaps I would want to save my coupons for another visit and pay for the special admission. Having just finished dinner I was torn – didn’t NEED the popcorn and drink but didn’t want to give up such a good deal. Haha! Sensing my indecisiveness (or perhaps just to get the line moving) the attendant suggested I use 1 coupon and buy 1 special admission. What a novel idea! Done! We had a deal! Great customer service – nice to see personnel thinking “outside the box”!

Thanks again to Cineplex and Telus for thinking of your patrons!

The House of Movies

Popularity: 3% [?]

Once upon a time I travelled to the land of Staples to make a photocopy. I decided to walk around to see if I needed to purchase anything. 20 minutes later I was standing in line to pay for my items. After the sales associate rang up my purchases I asked if I needed a key/card counter for the self service photocopier. I was told I needed to purchase a card for a minimum of $1.00 value.

ME: $1.00?? But I only want 1 copy.

CASHIER: You have to purchase a card.

ME: For $1.00?? How much is 1 copy?

CASHIER: 7 cents

ME: ….. soooo, I can’t just pay 7 cents for a copy?

CASHIER: (exsaperated) Nope. You need a card.

ME: (speechless)

CASHIER: You can use the card with the remaining value next time you copy.

ME: But I just want 1 copy!!!! There won’t be a next time!

CASHIER: Well it’s a gift card so you can use it towards your purchases.

ME: (thinking to myself) Why couldn’t she have been more clear sooner?

ME: So you’re telling me that in order to use your self-serve copiers, I need to buy a gift card worth at least $1.00? There is no other way for me to pay for a 7 cent copy?

CASHIER: Yes

At this point, I told her that I wanted a refund for my purchases… and then proceeded to buy a $1.00 gift card. I made my 1 copy. Carried all my items back to the check out…made the purchase, and gave her back the gift card (now worth $0.93 cents) to use towards that purchase.  HONESTLY!… it doesn’t have to be this difficult! I realize that this was not the cashiers’ fault. She was probably following protocol. But this experience was “painful”… like pulling a staple out of your finger. OUCH!

Popularity: 4% [?]

~OOODLES of people love noodles!~

I’m not usually one to wait in line for food…. but in order to satisfy a ramen craving… we headed over to Richmond to try our luck at getting a table at none other than Gyoza King’s G-Men Ramen Shop. Because we arrived 20 minutes after it opened, we only had to wait 15 minutes for a table. Excellent! Staff are efficient as usual. I had a question about the item I wanted to order. When I asked the server about it, she informed me that it was not offered during lunch hours. I was satisfied with that answer but she still proceeded to answer my question and describe the dish. I appreciated the extra minute she took to explain the dish to me, even though it was not available. My customer experience level went from “satisfied” to “great”. This establishment is crazy busy, but from what I have observed… the staff seemed to be calm, collective, and courteous.

Cute interior!

Popularity: 25% [?]