The Good Customer

~Shopping Bliss~

To date, this is first time that I have featured a business TWICE on TheGoodCustomer.

I was throughly impressed with the service at BCBG (Oakridge location) in Vancouver on a previous visit. http://www.thegoodcustomer.com/2009/09/dresses-galore/

Several weeks after that particular visit, I received something in the mail from BCBG. To my surprise and delight I found a “thank you” card from the sale associate who assisted me on that visit. Being an avid customer of this store for years now, this was the first time I have received any correspondence.

The note was hand written. There was mention of the particular item I had purchased. As well, certain details of our conversation on that visit were noted. I found the whole gesture very personal and very professional. 

Extremely impressed with this level of service.  BCBG (Oakridge) fully deserves this second post for commendation of excellent customer service! 

Popularity: 1% [?]

~Habit Lounge and Restaurant~

Local Vancouver eatery in Mount Pleasant has re-opened. The space and menu has been re-vamped. Upon my last visit, I discovered their “re-invented retro cocktails”.

• ‘Blue’ Hawaiian
• Tequila Sunrise
• Sex On The Beach
• ‘Sloe Gin’ Fizz
• Manhattan

All of the cocktails are made with premium liquors and fresh ingredients. Yum!

These cocktails are served “deconstructed” on a tray. You are given a martini shaker and all the ingredients in individual bottle vials. Armed with step by step instructions you are given the task of being your own bartender. Tom Cruise in Cocktail has nothing on you!

Such a simple idea  – gives such complex fun to their customers. Applause to Habit for letting the good times roll…..

Enjoyed my “customer experience” here though and through… from one cocktail to the next….

Lesson of the day: Your experience as a customer is not always about your interaction with the personnel.

Tequila Sunrise

Popularity: 15% [?]

Beauty products giant Sephora has come to town!

Seems that their invasion into the US and the rest of the world wasn’t enough – now it has conquered our humble city of Vancouver.

As I have frequented Sephora many of times in the US now, I was fairly indifferent to its opening in Pacific Centre. Sephora is my go-to beauty store when I want to browse and test products without a make-up counter associate breathing down my neck. Don’t expect exceptional service or professional advice here. The personnel at Sephora, albeit gorgeously made-up; sunny disposition and all, do NOT necessarily know their products.

Recently, a friend’s birthday brought me to Sephora in Vancouver. Having already decided on my gift for her, I knew that the particular product would not be readily available elsewhere. Upon entering the neon-light infused store, I was bombarded by a cacophony of chatter. Navigating the store was like a slalom race through the aisles and crowds of people. I noticed several store personnel meandering around – some were assisting customers, others talking amongst themselves and some just standing around. I was not greeted once; my presence was not acknowledged once; I was not asked if I need any assistance once.

The store seemed poorly organized. Some brands had only 1 dedicated shelf and others were not organized together but placed haphazardly throughout the store. The queue to the checkout is not laid out well. People were confused as to where the line started (sales associate in the vicinity of the line did not offer any direction). The actual checkout counter is square-shaped – so if you were to go the cash register at the other side of the “square”, you would have to walk out of the line and across to the other side of the store.

The only saving grace of this particular visit was the sales associate who rang up my purchases. She was extremely friendly and personable. Despite all the “craziness” in the store, she was calm and collected. Very professional. She also took the time explain certain promotions and offers.

Interestingly enough, Sephora (Canada) carries some products that are not available at other Canadian retailers. As well, certain “value sets” from various brands are exclusive to Sephora. I guess that would be the driving force behind it’s popularity here in Canada. 

Given the choice – meaning, if I were able to find the same products elsewhere, I would probably refrain from frequenting Sephora.

Popularity: 1% [?]

~Free VIA Sample + $1.00 off Coupon~

It is totally unfathomable that a coffee conglomerate like Starbucks would launch an instant coffee line…… until now. On Oct 02/09, Starbucks (US & Canada) officially launched VIA  – instant coffee powder that can be dissolved in hot or cold liquids.

Prior to this launch, Starbucks had propagandized their “VIA Taste Challenge” from Oct 02/09 – Oct 05/09. Curious as to what this challenge was all about, I made a visit to Starbucks on Oct 02. When I approached the counter to make my order, I saw a thermos and some cups by the cash register. The counter staff did not offer me any coffee. I inquired if the thermos contained the “VIA” coffee. It was then that she made an effort to offer me a sample. Samples of the coffee and and coupons were only offered on request.

After a bit of research, I found out that the “taste challenge” was where you would sample a VIA and a regular Starbucks brew – to see if you could taste the difference. Sounds fun!

Determined to find a location that had the taste challenge – I made a visit to another Starbucks location. Stark difference from the last location. Did the challenge – picked the wrong coffee (thought the VIA was the brew). The staff at this location were very accommodating and did a great job to promote the product.

Usually receiving consistent service at Starbucks, I was quite surprised in the lack of consistency for the marketing of this product. Perhaps more training for the staff?

Free samples and a $1.00 off coupon for the VIA coffee is offered when you take the “challenge”. For those of you in the US – you also receive a free tall coffee.

Popularity: 1% [?]

Attention: For all you lovers of this yoga inspired  clothing and accessories brand…. the old location of the outlet on 1945 McLean Drive in Vancouver has moved. The new address is 110-5566 Trapp Avenue, Burnaby, BC

At this location, the store is a bit more spacious. However, the amount of inventory is about the same as the previous locale. Expect to see about 2-3 racks of clothing per size  – 2 racks of XS-S (or 2-4), 2 racks of M (or 6-8), so on and so forth.

I’m not entirely sold on the markdowns in their outlet – as most items are only $10-$30 off. You can find great deals on their seasonal items, like hot pink yoga pants. But more timeless pieces are not far off from their original price.

As with the old location, I’ve always found the staff to be really friendly and most notably, very down to earth. The personnel know their products – very important. And if challenged with a question or problem, they will try their best to find the appropriate answer.

I often find myself asking for the staff’s advice on the fit and suitability of garments. I’ve never been disappointed with their suggestions and value their opinion.

Spacious store = comfortable shopping environment

Friendly staff = enjoyable shopping experience

Popularity: 1% [?]