The Good Customer

WHAT? : Vancouver 2010 Winter Olympics Mittens. Woven with an acrylic and wool blend and lined inside with polar fleece, these mitts bear the country’s maple leaf emblem on the palm-side.

WHY?: They are the “IT” item of the Vancouver 2010 Olympics. Not only are they the official “torchbearer” mittens, but it seems that everyone at the games – spectators and participants alike – are sporting a pair. All net proceeds from sales of these mittens go towards ”Own The Podium” – an initiative which helps support Canadian Olympic athletes. Initially, it was anticipated that 1 million pairs would be sold. Now, that number has increased to 3.4 million. With the 2010 Olympics in full swing now, the popularity of these mitts have exploded. Sellers on “ebay” are posting them for sale as much as 3 times the original price.

HOW MUCH? : $10.00 (CDN) retail.

WHERE? : In Canada: The Hudson Bay Co.; Zellers; Home Outfitters; Official Olympic Stores/Kiosks (Vancouver International Airport- YVR)     Online: HBC Online Store (shipping only within Canada); www.ebay.com

Get you hands in one before they sell out!

Popularity: 3% [?]

WHAT? : Bento box – tuna & salmon sashimi, vegetable & prawn tempera, potato croquette, salad, rice.

WHY? : Delicious and affordable. If you frequent this restaurant, then you are probably familiar with it’s loyal following of patrons. Don’t be surprised if you have to wait for a table during their dinner hours. On this particular visit, I’ve discovered that “lunch” is the perfect time to enjoy their delicious Japanese fare. Minimal wait times plus wonderful lunch box (bento) specials.

HOW MUCH? : $8.50

WHEN? : Lunch hours only

OTHER : There are 6 other bento box combinations to choose from  – $8.50 to $11.99.

WHERE? : SHIRO Japanese Restaurant;  3096 Cambie Street, Vancouver BC, V5Z 2V9, 604-874-0027

Popularity: 9% [?]

L’Apothiquaire Vietnam

In the midst of bustling Ho Chi Minh city, the metropolis of Vietnam, you can find a myriad of spas and beauty salons. I have frequented a multitude of these spas over the years – primarily because the services are a fraction of the costs in North America.

It’s always pleasant to stumble upon a diamond in the rough. L’Apothiquaire in Ho Chi Minh is such the jewel.

To give you some insight into the spa culture of this city, let me tell you what to expect when you venture into one of these beauty salons. Consider yourself lucky if you encounter a staff member in any spa that can communicate adequately in the English language. That being said, it is not always easy to get accurate descriptions of their services and it’s not always easy to make special requests. I’ve learned to accept this and just relax… it’s a spa nevertheless.

As you approach the front entrance of L’Apothiquaire, you are enveloped in the luxurious scents of essential oils. You are promptly greeted when you enter and invited to take a seat in one of their plush antique chairs. Hot tea is promptly served to you. If it is your first visit, they create a profile for you. The spa personnel can provide detail information on their services and can suggest services for you after performing an initial skin analysis.

Upon subsequent visits, the spa is able to accommodate to my needs because they have a detailed profile of my previous visits. Sounds like the normal operating procedures of any spa establishment? Actually, no. This is the first spa in Ho Chi Minh that I have encountered which utilizes a database system for their clients.

L’Apothiquaire markets itself as a traditional French day spa. Not only do they use their house-brand products in all their services but they also sell these products in their store front. All products are certified organic. This full service spa caters to both men and women. They offer a wide variety of services such as massages, facials, body treatments, and manicure/pedicures.

It’s always a pleasure to visit L’Apothiquaire…. where everybody knows my name… where everybody pampers me… where everybody makes an effort to make my visit more memorable than the last.

http://www.lapothiquaire.com

Popularity: 1% [?]

WHAT? : Kinerase skin lotion

WHY? : Because it contains a secret ingredient : N6-furfuryladenine. Sounds like something out of a chemistry text book, doesn’t it?  You then might ask yourself – do I really want this on my face?  Oh yes, you do!  

Otherwise known as “kinetin”, this plant-based antioxidant has been found to delay age related change in plants. Studies have shown that the compound may also delay or prevent a range of cellular changes associated with aging of human skin cells. In lay person’s terms – it slows the skin’s “aging” process. It’s not the fountain of youth, but any delay is better than none, right?

Kinerase also claims that this lotion is clinically proven to improve skin hydration by 25%. And we all known that hydration is the first step to fighting signs of aging. 

Developed by pharmaceutical company Valeant, this product is not your average beauty product. Don’t expect to find it encased in a cute package and smelling of all things ’sugar and spice’. This is a no nonsense… give it to me straight… out of the lab…. into my cosmetic bag …. and onto my face, kind of product!

When applied onto the skin, this product feels velvety and leaves a matte finish. It is non-comedogenic, hypallergenic and fragrance free. An excellent product for sensitive skin. If your skin type is toward the dry side then you might opt for their “cream” version. And if you would like SPF protection – both the lotion and cream is available with SPF 30.

HOW MUCH? : $119 / 80ml

WHERE? :   www.kinerase.com ;  www.sephora.com ;  www.nordstroms.com

Popularity: 8% [?]

“Oh look …. a castle!”  

In the midst of newly constructed high rises, hotels, and shopping centres lies this beautiful “castle”. What used to be a predominantly residential area is now awakened with the boom of commercialism. And with that the Khaisilk Corporation has added another restaurant to their list – Cham Charm Gallery Cuisine. As noted in it’s name, the establishment is both a restaurant and gallery. From what I know, a great deal of attention was put into designing the building and its interior.

Cham Charmis almost a miniature museum of artifacts and sculptural works from the culturally rich “Champa” period (2nd to 12th century). A period that played a significant role in shaping the political and cultural history of South East Asia.

With over 16,000 square feet, this multi level restaurant boasts an open air terrace with 360 degree view, cigar & cognac lounge, and over 1,300 bottles of select wine.

Offering fine dining, private dining, specialty buffets, and champagne brunches, this restaurant is indeed a destination. Oh, and the food! A well appointed menu with selections from all over the world.

Upon entering this colossal building, you are immediately transformed into another era. Working personnel are a plenty and are always on hand to assist. Customer service is absolutely divine. You can’t help but feel like royalty, dining in your own majestic palace. 

Cham Charm is a truly lavish dining experience that will tantalize all your senses!

Located in District 7 in Ho Chi Minh, Vietnam. 02 Phan Van  Chuong Street,   Phu My Hung New Urban             Tel: (08) 5410 9999        Cham Charm website

Popularity: 34% [?]

WHAT? : Pear, Brie and Prosciutto Sandwich

WHY? : Because it may be the most amazing sandwich… ever. Who would think that a combination of blue brie, sliced pear, prosciutto, roasted walnuts, lettuce, oil & vinegar served on a baguette could taste so good?

HOW MUCH? : $8.25

WHERE? : Finch’s Tea & Coffee House; 353 Pender Street, Vancouver BC, V6B 1T3, 604-899-4040          http://finchteahouse.com/menu.htm

TIP: The fine people at Finch’s make all their sandwiches with tender loving care, so please allow a little time for your sandwich preparation. Call ahead your order to reduce your wait time.

Popularity: 5% [?]

The time had come to refill my depleting Nepresso capsule supply. Oh goody! It’s always a treat to visit the one and only Nespresso Boutique in downtown Vancouver.

It had been awhile since my last visit and I was excited to try the new espresso blends from their 2009 Variations collection.

When I arrived at the store, I head directly over to the cashier counter to order my capsules. As the sales personnel fills my order, I ask her about the 3 new different blends. She informs me that there are 3 varieties – gingerbread, apricot, and chestnut cream. I ask her to tell me about the 3 varieties. Her response: “They all have a strength of 6″. Not exactly the descriptive answer that I was expecting. I ask her if there was anything else she can tell me about them. Her response: “Well, they’re all basically the same because they have the same strength… just different flavours.”Wow, I’ve never heard ANY Nespresso representative describe the espresso blends in such simple terms. As a consumer, I know that that both Livanto and Rosabaya de Columbia have a strength of 6 – and they are by no means “the same”.

On previous occasions when I have inquired about the espresso blends, Nespresso associates have been able to give me a plethora of information. I have always felt that they go above and beyond to try to understand my tastes and preferences. And I must say that I have never been disappointed with their suggestions.

After my purchase was rung up, the personnel led us to the espresso counter/bar. We were given 2 different blends from their 2009 Variations collection to sample. The saucers that were served with the espressos were still wet. We were offered milk/cream but no sugar. When we asked to try the 3rd blend, it was served to us without a saucer. gasp!

We had tried all of our espressos without milk and did not really care for any of them. When our Nespresso personnel returned we asked her if she could make a suggestion as to which blend would go well with milk/cream. Her response was “Well, it’s really a personal preference… true espresso drinkers wouldn’t even take milk…” I found the comment to be both unhelpful and condescending. Did she not know her products or did she just not want to deal with us?

I looked over to the couple sitting next to us at the counter enjoying their Nespressos with chocolate. Chocolate? Where was our chocolate? I am oddly jealous of the patrons next to us. While their Nespresso personnel was gracious and engaging, ours had disappeared.

For the first time ever, I left the Nespresso Boutique with a bitter taste.

Note:                                                                                                                                           After doing my own research online, I found out that all of the 2009 Variations are based on the LivantoGrand Cru espresso blend. And the flavour notes are more complex than just the description of their namesake. This information was readily available to the consumer. I wonder why the Nespresso personnel was unable to relay this information to me on my last visit.

******UPDATE******

I contacted Nespresso through their online contact form and expressed my opinions about said visit. I received a reply from a “coffee specialist” (yes, this is how they address themselves) within 12 hours.

“Thank you for writing to us at the Nespresso Club. I understand you have recently experienced poor service at our Vancouver Boutique.
Please accept our apologies for the confusion and miscommunication. Your commentary has been forwarded to management and we will be happy to review appropriate levels of customer service etiquette with the Coffee Specialist at the Boutique.”

Included in the email is also the direct line to the “coffee specialist” that composed the email. I am encouraged to contact him if I have any further questions or concerns regarding this issue. Impressive.

I must admit that it feels pretty good to be heard. My ruffled feathers have been smoothed. The fact that they took the time to read my message and reply accordingly has reinstated my faith in Nespresso’s strive to exceptional service.

Lesson of the day (to businesses) - Customers want to feel like they matter. Acknowledge and listen to your customers. In some cases the only resolution is an apology.

Popularity: 5% [?]

WHAT? : Glutinous Rice

WHY? : The most amazing glutinous rice I have ever tasted. Check out it’s contents: red rice, brown rice, black eye beans, peanuts, dried shrimp, Chinese shitake mushrooms, Chinese preserved sausage… sprinkled with scallions and sesames.

HOW MUCH? : $5.80 SGD

WHERE? :  Heritage Taste, Basement Level, Bugis Junction, 200 Victoria Street, Singapore

Popularity: 11% [?]

~Beecher's~

WHAT? : Beechers Handmade Cheese. An artisan cheese shop specializing in their own line of handcrafted cheeses.

WHY? : Uses all natural ingredients and milk from local single-herd dairies in the production of their cheeses. What does this mean? No artificial preservatives. No bovine growth hormones. Greater control over quality and purity of milk.

A neat little shop where you can witness the process of cheese-making. Then head on over to the food counter to try their famous “World’s Best” Mac & Cheese, grilled-to-order sandwiches, or homemade soup. On your way out don’t forget to pick up some of their “flagship reserve cheese”, named America’s Best Cheddar (2007) by the American Cheese Society. Lots of souvenirs, cheese supplies, and cookbooks to choose from as well.

WHERE? : 1600 Pike Place,  Seattle, WA,  USA   (206) 956-1964       www.beechershandmadecheese.com

Popularity: 16% [?]

Located throughout the US, Sur La Table is a retail store that specializes in house wares, most notably, kitchen ware. Whenever I visit one of their stores, I am overwhelmed with the grand selection of inventory. A true paradise for the “cook’”, “baker”, and “host/hostess” in all us.

The highlight of this store has always been their product availability. However, a recent visit to one of their retail stores in Seattle, WA, has left me thoroughly impressed with their customer service.

My visit to their Pike Place Market location was on a busy weekend, and the traffic going through the store was constant. There seemed to be staff spread out evenly throughout the store. As I meandered through the aisles, I encountered many store personnel. Must have come in contact with at least 4 staff members during my 20 minute visit. Each and every one of them greeted me and asked if I needed any assistance. Observed that they made every attempt to approach all other customers as well.

I am usually a pretty self sufficient shopper, but on this occasion I decided to ask someone for assistance. The personnel was not only pleasant, but was familiar with the store’s products. I received great advice and suggestions.

This visit registered on my radar because I felt that that I received great customer service above and beyond the perfuctory “Hi, can I help you?”. There was more than just one “shining star” – every one of their personnel offered the same notable service. I was impressed with their extensive product knowledge – especially since their product inventory is astonishing. Plus, the service was highly personable.

Two forks up for Sur La Table !

Popularity: 15% [?]