The Good Customer

It was a glorious feeling when I clicked on the OK button and instantly received a note with a confirmation number. Seconds later my email program notified me of incoming mail. It was official – my room at the W Hotel in Seattle, WA had been confirmed. 

My confirmation email thanked me for booking with them and asked me questions – “What is the purpose of my visit? Is it for a special occasion? Do I have any questions or concerns regarding my upcoming visit?” The email also suggested that I contact them to tell them about my upcoming visit so that they can better serve me during my stay.

Obviously, this was an auto-generated message that is sent out to all their clients. Regardless, for the 45 seconds that it took me to read the message, I felt pretty darn special.

A few days before my arrival, I received another email. The hotel told me that they were looking forward to my arrival. A hotel has never been so excited to receive me. The excitement is infectious and I found myself in giddy anticipation for my upcoming stay.

The day of check-in arrived and I was in high spirits. As I followed the instructions on my GPS, I pulled up to the front entrance of the hotel. To my confusion, the curb side of the front entrance was also a bus stop. There was no valet in sight and no signage to direct us elsewhere. I was left with no choice but to go inside the hotel to inquire about the valet and loading zone.

As there were no hotel personnel by the front door, I found myself in line at the front desk to ask for directions. There was 1 person behind the counter. As customers in front of me were being attended to, I waited anxiously whilst my car waited patiently in a bus zone. When I finally got to the front of the line, the front desk personnel tells me that the loading area is on the side street. Huh.

As I made my way around to the side, the valet parking sign for the hotel comes into sight. I pulled over. I peered out my window, searching for someone… anyone, to come to my assistance. It was raining heavily. I started to wonder if there were any other hotel personnel working. The waiting game wore me out and I resorted to carrying all my bags, one by one, in the pouring rain, into the hotel. Struggling with my bags, I finally pushed my way through the doors and made my way up to the front desk. The front desk personnel seemed to be indifferent to my state of frustration. Oh well. Furthermore, we ended up parking our car in the public parking lot next door. Why? Nobody showed up to valet our car. Nobody even asked if we had a car to valet. Nobody seemed to care. Huh.

The W Hotel chain provides car service to their guests. That is, they drive you…” whenever, wherever”. Upon trying to book a car to dinner one night, I was informed by the concierge that their car service ended at 5pm. So NOT “whenever”. Huh.

During my stay, I had made a couple of visits to the concierge desk. I didn’t get the sense that they were offering “whatever” I wished for. My questions were answered perfunctorily. No more, no less. There were no suggestions offered. While the pre-arrival emails made me feel like a VIP, I began to feel just like another hotel guest… in another hotel – and certainly not the W Hotel. Not so special after all. Huh.

I began to wonder if the W Seattle could live up to the W reputation. Having visited other W hotels throughout the world – most notably in Chicago, Los Angeles, and Hong Kong, I can attest to the fact that the level of customer service did not compare. Perhaps my expectations were too high?

Upon my return home, I received an email from the W Seattle. It was from the General Manager (GM) of the hotel.

“Thank you for your stay at W Seattle. Was your stay Wonderful? Was the service fabulous? We’d like to know if anything was less than perfect. We’re genuinely interested in hearing about your experience, and how we can fulfill your wishes in the future…”

I had not planned on writing anything to the hotel as I did have an overall satisfactory experience. However, this last email prompted me to offer my opinions and experience. I sat down to compose a detailed letter about my stay – remarking on my good experiences as well as reporting on my disappointing ones.

3 months have passed now and I haven’t received any correspondence in response to my email. Was my email received? I wasn’t expecting an email from the GM himself but some sort of acknowledgment from a hotel staff member would have sufficed. How valuable can a customer’s comments be if the hotel doesn’t even have the courtesy to respond?

There is nothing more disappointing than a “no response” from a company that solicits comments from their customers. It’s important for businesses to understand that their customers take time out of their schedule to submit their feedback.

Although the W chain of hotels have a wonderful marketing strategy, the concept sems to fall weak in its execution.

To the W Seattle – Perhaps you could send an acknowledgment email to the guests who offer their comments? You seem to be efficient at sending auto generated emails. Perhaps generate another one? That is “my wish”.

Popularity: 2% [?]

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% [?]

“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: 31% [?]

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% [?]

The most exciting moment of making a purchase online is when you actually receive your items in the mail. You have waited patiently for days or even weeks for your purchase to make an appearance at your doorstep. With anticipation, you open the box, rifle through the mounds of packaging material, and finally make contact with your brand new item. But wait, what IS this? You turn the item over and over in your hands and a slow realization overcomes you… this is not the item you have ordered! Panic overtakes and you dive into the box frantically searching for the shipping order form.

This is the scenario that I encountered when I made my last purchase at katespade.com.

After the initial panic and shock, I carefully cross reference the order form with the items I received in my shipment. What became apparent to me was that the item number on the protective plastic wrap matched the item I ordered but the item within the plastic was the wrong one.

DAY 1

I call the customer service hotline. The pleasant service provider on the line was courteous, but was not even familiar with the order form. Although both of us were looking at the same form, I had to walk her through the form. After the initial confusion, she informed me that the item I purchased was a sale item and was bound by their “no return” policy. “But you sent me the wrong item!” She repeatedly told me that she understood but could not offer me any resolution. I asked to speak to a supervisor. She informed me that there were no supervisors available at the time due to the time of day. How convenient. She asked me to call back. Ok, fine.

DAY 2

I call the customer service hotline. Got another pleasant service agent. Had to explain the whole situation to her again. Apparently, the previous call wasn’t logged and there was no history of my previous conversation. I was told the same thing again – that it would be difficult for me to return the item since I had purchased it on sale. How ridiculous is it for a company to restrict their clients from returning something that they had not ordered? I asked to speak to a supervisor. Service agent #2 advised me that it would take a very long time to get a hold of a supervisor on the phone since they were terribly busy during this time of day. Since I was in a hurry, I asked her what she could do for me. The agent said she would generate a report documenting my issue. I was informed that someone from another department would get back to me with a resolution.

DAY 3

No email from the “other” department

DAY 4

No email from the “other” department

Day 5

I call the customer service hotline. With no time to waste and short on patience, I immediately asked to speak to a supervisor. Service agent #3 tried to offered her assistance instead, advising me that it may be difficult to get a supervisor on the line. Situation was explained yet another time. I was told the same thing – the no return on sale item policy. I asked to speak to a supervisor. She chuckled and said “oookay”…. but it will be a very long wait. About 10 minutes later, service agent # comes back on the line and informs me that she was unable to reach a supervisor. “What? Really??” She furthered explained that she could not just throw me into the queue to wait because she herself had to speak to supervisor before transferring me over. I proceeded to to inform her that I needed this taken care of ASAP as my schedule was very limited. I asked her if I should go directly to a retail store to return the item. Her response: “You can try”…. I don’t see why they wouldn’t take it back, since it is indeed the wrong item”. My thoughts exactly.

DAY 6

With a glimmer of hope, I call the retail store that I intended on visiting. I asked to speak to the manager. After explaining the issue to her, she apologized and informed me that they were not authorized to take any “sale” returns from online purchases. I had hit another dead end. The retail manager said that a similar situation had occurred with one of her clients and the online customer service department was able to accommodate her return. In utter frustration, I went on to tell this manager that I could not get a supervisor on the phone to assist me with the return. Retail manager was shocked. She took down my information and said that she would inform her manager and the district manager of my situation.

2 hours later, I received an email from this “retail store manager”. She informed me that she was able to get through to customer service and they advised her to have me call back for a return shipping label. Yay!

I call the service customer service hotline. I proceeded to tell service agent #4 that “retail store manager” had called on my behalf and that I am now calling for my return shipping label. I was put on hold. 2 minutes later, a real live supervisor magically reveals herself on the line. Wow, that was easy. Huh! The supervisor informed me that she would have to seek approval for the return. Oh goodness, how high is this chain of command? I was told that I would receive an email once it was approved and then a return shipping label should follow within 2 days.

Day 7

Receive email from “supervisor” informing me that the “return” was authorized.

Day 8

I received my “return” shipping label.

Dear Kate,

REALLY???  8 days to rectify and shipping error?  I love you, Kate… but this is too much.

Heartbroken,

The Good Customer

Popularity: 14% [?]

~Great Food Better Lives~

About 20 years ago, a local Seattle chef/entrepreneur embarked on a journey to give back to the community. He started Common Meals, an organization to provide meals to disadvantaged individuals in the city. 4 years later, this community service program transformed into Farestart – a program designed not only to feed these individuals but also enable them to help themselves. Today, Farestart is a 16 week job training program for the food services industry. The students are disadvantaged individuals, many who are homeless. By offering both hands-on and classroom training, the program provides opportunities that may not be readily available to these students.

In 2007, Farestart Restaurant opened it’s doors. Not only is it a restaurant, but also a training facility for its students. All of the proceeds from the restaurant go directly back into the training program. Patrons can show their support by dining with the restaurant Monday to Friday 11am – 2pm or on Thursday evenings 6pm – 8pm, when they host special chef nights.

I had the pleasure to enjoy a wonderful lunch here on a Monday afternoon. The restaurant is housed in a corner building with floor to ceiling windows on 2 sides of the restaurant. Coupled with the high ceilings, the restaurant is inundated with natural light. In addition to regular tables, there is one enormous community table in the centre of the restaurant. Towards the back of the restaurant, the glass wall window reveals the entire kitchen – a true glimpse into the whole operation.

Upon our arrival we were greeted warmly by the hostess. After being seated out server came by to run through the specials of the day. In anticipation for my visit, I had already perused their menu online and knew that I would have difficulty in choosing from the delectable items listed. This became more of a feat after hearing the specials. But alas, I had to go with the signature “field roast” sandwich – can’t go wrong with anything “signature”. Food was professionally presented and served. And most importantly, delicious!

The service was top notch. Both genuine and gracious, our server was readily available and offered excellent suggestions.  Being the observant person that I am, I am always aware of my surroundings and noted that the service was consistent throughout the restaurant.

An amazing concept, a well-run operation, and wonderful food. With a stomach warm with food, I couldn’t help but feel a warming in my heart. A truly unique experience for the good customer!

www.farestart.com

Popularity: 10% [?]

When one thinks of a “pub”… Irish and English are immediately brought to mind. But a Canadian pub? Yes, there is such a thing and it is fittingly named The Flying Beaver.

The Flying Beaver is part of the Mark James Group of Vancouver. Mark James Group is renowned for their clothing store – an institution in the Kitslano neighbourhood. But they also own a chain of pubs and brewhouses throughout the lower mainland.

Since this restaurant is housed in the Harbour Air Terminal, every seat comes with a view! Whether you are seated inside or on the patio you can enjoy the views of the Fraser river and witness the float planes coming in for landing on the water out front.

As with most pubs, this one operates on the “seat-yourself” protocol, which quickly transpires to “first-come-first-seat” on busy nights. It can get quite hectic but everyone seems to be pretty good natured about the whole process.

The wait staff consistently offer great service. Rain or shine, breakfast, lunch or dinner…  I am always in awe of how the staff handle themselves in the “thick” of restaurant rush. On weekend nights, this bar can be somewhat chaotic. As soon as I seat myself, a server always arrives promptly. Somehow within the chaotic environment, you are made to feel like you are the only customer in the restaurant. And I must say that this phenomenon occurs all the time, regardless of time of day, or the server. Pat on the back to the management for having such a dynamic team of personnel.

Plus, the food is excellent! Tasty and generous in portion. Great drink specials – $5.00 martinis on Tuesdays. Plus daily dinner specials. 30 cent “Wing Wednesday” and $10.00″Flat Iron Steak Dinner Thursdays” are locals’ favourites.

Wonderful environment, excellent staff, and delicious food… a good customer experience indeed.

Popularity: 10% [?]

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: 14% [?]

~Matt's In The Market~

Nestled in Pike Place  – Seattle’s historic waterfront public market, is Matt’s In The Market. A casual fine dining establishment in a quaint setting on the 3rd floor of the Corner Market building. The inviting space boasts high arched windows allowing for natural light and a tremendous view of the market and parts of Elliot Bay.

The minute we walked into the restaurant, we were greeted warmly by one of the staff members. We were lead to a table in the middle of restaurant. I then noticed a corner table by the window and asked if we could be seated there. The host sincerely apologized and informed me that the table was specifically requested by another reservation. Often times when I make a table change request at a restaurant I am given attitude or I am not offered any explanation or apology as to why my request cannot be obliged.

Service throughout lunch was gracious and consistent. We felt fully catered to from the moment we sat down to the time of our departure. I noticed that the restaurant was busy at about 90% capacity, but all of the service personnel seemed cool, calm, and collected.  Oh, did I mention happy too? Nice to see employees actually enjoying their job. Makes for a pleasant environment. Less chaos is a good thing!

Upon our departure, we needed to make a stop at the “facilities”. The location of the washrooms were outside of the restaurant. Instead of giving us directions, the host actually walked us out to its location. What service!

As we made out way out, we were asked how we enjoyed our dining experience. It’s such a simple question but I don’t hear it often enough. It’s not unusual for the server to ask how your food is after you have been served. But I cherish the times when I am asked about my experience at the end of my visit. So often restaurants lose sight of the big picture – sometimes its not just about the food. One’s dining experience encompasses many aspects such as service and atmosphere.

Popularity: 10% [?]

~Curly Cute Do~

WHAT? : Aveda’s Be Curly Curl Control Lotion

WHY? : While the majority of my girlfriends are buying flat irons and rushing out to test out the newest straightening products, I am obsessed with all curl enhancing methods. As my hair is naturally straight, I am in the habit of creating my curls through the chemical way – perming. To maintain my cute do, I am constantly in search of the perfect curl-enhancing hair products. This product from Aveda, is great for shorter styles. Product claims to tame curls but I think it also defines the curls/waves quite well. Fabulous product for all climates.

HOW? : Although the directions recommend that you use this product on dry hair, I have used it on damp hair and have had great results. In fact, a hair dresser at an Aveda salon had suggested using it in this manner. A little goes a long way.

WHERE? : www.aveda.com ;   Aveda Salons (check website for locations) ;   Eccotique Spa & Salon (Vancouver, BC) ;   Essentique Spa Salon (Winnipeg, MB) ;   Euphoria Salon & Spa  (Buffalo, NY)

HOW MUCH? : $18.00 USD

Popularity: 10% [?]