The Good Customer

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: 1% [?]

~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: 11% [?]

~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: 31% [?]

~Classified~

After my visit to this cute eatery – an off shoot of it’s parent restaurant The Press Room, I am disappointed in myself. How did I not know about this place???

Due to it’s location on Hollywood Road in Sheung Wan, there is definitely less traffic here than Central. Thus the several tables outside has a perfect “sidewalk cafe” feel. When you enter the restaurant you are confronted with the large deli counter encasing their charcuterie meats, sandwiches, salads, and even desserts. You will notice the daily specials on the chalkboard which usually consist of soups, pastas, and sandwiches.

My visit on a weekend night found the patio area full and “happening”,  despite the heat and humidity. We took a seat inside at the large square communal table. Menu was tres cute being that it was in the form of a newspaper. I noticed that there was a staircase that lead to what looked a like a loft area. Most notably, I saw a glass room overlooking from above – full of cheese!

Not being able to find the cheese selections from the menu we asked one the servers. She informed us that there were platters that could be put together. Prices depended on how many types of cheese you chose. A small platter with 3 selections (approx 100 grams each) served with quince paste and a basket of bread – $155 HKD.

The real experience was when our server brought us upstairs to Asia’s first walk-in temperature and humidity controlled cheese room. Instead of choosing your selection from a menu or a deli counter, you are invited to personally taste and choose your cheese. The staff are extremely knowledgeable and are eager to offer suggestions. A wonderful experience and lesson!

After exiting the cheese room, we decided to seat ourselves at the enormous communal table upstairs in the wine room. Surrounded by 3 walls of wines and the cheese room, it is indeed a cozy atmosphere. Love the idea that you can make your drink selection by picking a bottle of wine off the shelf.

All of the staff and extremely friendly and very attentive. They don’t usually stay around upstairs but check back quite often to make sure you are doing alright. In the hustle and bustle of Hong Kong city, it’s a treasure to find a place to enjoy a casual but intimate meal with personable service.

I was most impressed with this way of consuming. A hands on approach that is user friendly for all – especially for those who are not all that familiar with the products.

~The Cheese Room~

~The Wine Room~

Popularity: 11% [?]

~SML Hong Kong~

Concept: Customize your dining experience by choosing your portion size for anything on the menu. I was immediately intrigued by this novel approach to dining. Taking a friend as a test partner, we embarked on a mission to test the feasibility of this concept.

Located in the Times Square Food Forum of Causeway Bay, Hong Kong is SML. Where are the vowels? No it’s not a spelling mistake. It’s an acronym for Small Medium Large. Some would consider this as a tapas type of restaurant, but I beg to differ. Upon opening the menu, you will find it resembles a classic menu. There are clearly defined sections – appetizers, mains, desserts, drinks. However, after each menu item there are 3 different prices under the 3 columns of small, medium, large. This was the theme throughout the whole menu. You could even order drinks in 3 different sizes.  Great way to try different cocktails or sample different wines without becoming utterly “sloshed”.

A truly fabulous and diverse dining experience. We must have ordered 4-5 different mains (small, of course); ordered 2-3 different “carbs”; and even some large portions of appetizers. Why? Because we could! A perfect place for the “indecisive one”, the “picky one”, the “peckish one” or the “hungry one”.

The possibilities are limitless. A truly customizable dining experience. The Good Customer likes this!

Bonus feature: There are a LOT of personnel working at this establishment. The ratio of server to patron was unbelievable! Thus, customer service was remarkable! Quick, efficient, and friendly staff. Can’t ask for anything more.

Popularity: 1% [?]

L'Occitane Ho Chi Minh~

It is dark. I am lying face down. Feeling a bit chilly. Perhaps it’s because I only have a towel draped over me. I am held hostage with my head planted in the “hole”. I am not able to see the activity around me but I am not unaware. Relying on my super-duper hearing I am able to piece together the scene in my head. The door opened a few seconds ago… letting all the outside noise infiltrate the room. I don’t think the door has been closed properly because I can still hear people talking, laughing, and walking. Walking??? Are they walking by my room? Can they see me in my state of undress? This worries me and I start to feel panicky. One should not be feeling stressed when they are at the spa.

My masseuse continues to walk in and out of room a number of times during my session. This confuses me, because I am left in the dark, literally. I am not informed as to what is happening around me. A couple of times, the door opens and someone begins to carry on a conversation with my masseuse. Really??? What happened to “my time”? Focus here!

After my namby-pamby massage, I am left alone again. Did they forget about my facial? Somebody enters the room. Finally! The final step of my facial was a peel off face mask. The mask was applied. I am not informed as to how long I need to wait. Instead, she leaves the room. Alone again. After some time, I found myself trying to figure out how much time had passed. My mind begins to wander and I think of movies involving inmates – and how they lose track of time thus resorting to making marks on the walls. I wish I could see a clock. I wish I could just see. My anxiety builds. I think about counting sheep. Maybe I can figure out how much time passes or maybe just pass out. Either way, it may alleviate my anxiety. At this point, I am certain that the staff have forgotten about me. I am cold again.

An eternity later, the spa personnel returns to attend to me. My session is over. I am invited to rinse off in the private shower inside my treatment room. However, I am not left alone this time. She begins to clean up the room. I am confused. Am I supposed to take a shower in the stall with the clear glass doors with her in the room? Seemingly, this was what was expected of me. Just wanting to get out of there, I quickly rinsed off. I wished that I was in the dark again. Awkward.

I am at counter, waiting to pay my bill. Bill paid. Had to request for a receipt as none was offered to me. Of the 5 employees cluttered around the counter, not one thanked me for my business.

Quite unfortunate for L’Occitane En Provence in Ho Chi Minh. I have frequented this spa numerous times over the past several years. During earlier visits the service has been wonderful. But with each subsequent visit, I’ve observed a marked decline in customer service. This last visit will literally be my last.

Popularity: 17% [?]

~Coast Restaurant Vancouver~

I find myself with a heavy heart as I sit here to write this post. Why? Because I may have to cross a restaurant off my “dine-list”. Coast Restaurant in Vancouver, BC has crossed the line – to TheGoodCustomer’s dark side. Grrrr!

So many events took place during this whole experience, that I find myself at a lost for words. I ask myself – how do I present all the details without boring my audience? How about I give you some facts?

• Made reservations for a party of 4 @ 615pm
• 3 of us arrived at 545pm, to have drinks at O Lounge
• We were told that O Lounge was full but we could choose to sit the bar or even at our table in the dining room
• I mentioned to the staff that there MAY be 5 in our party as opposed to 4
• Staff were very accommodating and offered us a bigger table
• Throughout dinner, we felt rushed and by the end of the night, we were handed the bill even BEFORE we requested it
• We occupied the table for less than 2 hours.

I have always been a fan of the Glowbal Restaurant Group and an avid customer at every one of their restaurants – Italian Kitchen, Sanafir, Glowbal, Trattoria. Thus, I was already expecting the post-visit courtesy call from the restaurant when they rang me the next day. When the bubbly gal on the other end of the line asked me about my dining experience, I proceeded to describe the events of the evening, stressing that we did not appreciate being rushed through the dinner. Her response was to tell me that the restaurant often double books their larger tables (we were at a table that could accommodate 6 persons – so hardly a “large” table). Regardless, if this was indeed the case, then this restaurant has more serious problems than customer service. Perhaps there is a need to restructure the logistics of their reservations?

Back to the phone call…. there was no offer to investigate further; or to forward our complaint; or even an apology. After an awkward silence, bubbly telephone gal says “Well ok then, thanks for your time”. Perhaps Coast Restaurant should just implement a automated phone system to conduct their courtesy calls?… especially if their personnel are not trained to handle customer resolutions.

After my dining experience, I would rate the customer service at a 3.5. After the courtesy phone call, the customer service level dropped to a 2. This prompted me to write a letter ….. “Dear General Manager (GM) of Coast Restaurant”,….

A month passed, and I did not receive any type of communication from Coast Restaurant. NOT receiving any response from my letter to the GM of Coast Restaurant led to sheer disappointment. I had high hopes that this restaurant could save itself from being banished from my favourite “dine-list”. Crestfallen, I furthered their customer service rating down to a 1. I was not seeking any compensation. But at the very least, I believe that a customer needs to be acknowledged. Coast Restaurant markets itself as high class eating establishment that offers exceptional service. But if a company of this caliber does not get down in the trenches and face their customers – they have failed in all aspects of customer service.

Not one of Coast Restaurant‘s finer moments. A classic example of how a small issue escalated into a bad situation. Now they have a dissatisfied customer (that’s me!) that they may never recover.

Popularity: 7% [?]

~Relax~

Vancouver has a multitude of massage therapists – working from clinics, spas, or hospitals.  One such establishment has caught my attention.  Massage Therapy Centre in Mount Pleasant is a multi-disciplinary clinic which offers services such as massage therapy, acupuncture, and reflexology. A quaint neighbourhood clinic housed in an older building off of Main Street.

When you enter the premises you get the sense that you are walking into cottage home. Don’t be surprised to see the owner’s dog hanging out, keeping the clients company in the waiting area. Being in a relaxed atmosphere is a great precursor to any therapy.

The therapists and staff here are unpretentious and remarkably friendly. Because this centre boasts 13 therapists, it’s usually not difficult to book in massage sessions. The therapists themselves are skilled and possess professional etiquette. Their dedication to their clients’ health and wellness shine when they try to engage their clients. The client is able to benefit from the full experience when they know exactly what the therapy entails.

The Good Customer has great experiences here!

PS.  Prices for their services are quite reasonable as well!

http://www.massageandtherapycentre.com/

Popularity: 1% [?]

~Self Service Kiosk~

~Race To The End Of The Line~

As I stand patiently in line, I watch the chaos around me ensue. I figure the couple in front of me must have been in line for a very long time. I saw them in line 10 minutes ago… when I had first entered the store. There is a lot of sighing… head-shaking… and staring. People look confused and are craning their necks, trying to catch a glimpse of the activity ahead … maybe it’s a celebrity? But there is no rock star… just the hum of computerized machinery; sounds and lights of modern technology-  the SELF SERVICE CHECK OUT KIOSK.  beep beep beep!

There seem to be 4 self service kiosks but the line isn’t moving. Either the customers are conducting a tutorial on the machines or the machines have crashed. It’s a mystery at this point. There seems to be only 1 live person manning the 4 kiosks… and she can only deal with 1 customer at a time. While the customers at the kiosks are frantically looking for human assistance the customers in line are getting more and more impatient. Meanwhile the 1 regular check out line with the real person is moving along smoothly.

Hmmm, what’s wrong with this picture? The stores have obviously implemented these machines in order to be more efficient. They hire less manpower and are able to put in more kiosks in place of full check out stands. Now, it stands to reason that there should be less of a line-up. This proves not to be the case when customers are “stuck” at the kiosks. The outcome? Frustrated customers and longer lines.

These self service kiosks exist in other cities. But seemingly the same problems do not persist there. In fact, it’s been observed that customers elsewhere actually prefer scanning there own items. But why? Why is there such a divergence in opinions? 

I’m all for efficiency but sometimes I wonder if we are ready this type of technology. Maybe these kiosks aren’t ready for us humans.

Popularity: 1% [?]

~Toni & Guy Vancouver~

The much anticipated appointment at Toni & Guy has arrived. Yippee! 2 days before this appointment, the staff at the salon rang me up to confirm my appointment. Thoughtful.

I walked into the sun-drenched salon on a weekday afternoon. As I approached the reception area, the woman behind the counter smiled warmly. She addressed me by name and welcomed me. As she was helping me into my ‘salon gown” she informed me that my stylist was just finishing up with a client and would be with me momentarily. It was really moments later that I was whisked over to my stylists’ chair. As a customer, I am always appreciative when my appointments are on schedule. Punctuality demonstrates a well run company that is respectful of their customer’s time.

Unsure of what I wanted to do with my hair, I was in need of professional advice. After an in-depth consultation with the stylist, several options were suggested. I appreciated the time he spent in order to get to know me, my lifestyle, and my preferences. During the consultation, another staff member was standing by observing. I soon found out that he was a colour technician. During the session my stylist did mention that having some highlights would give my cut more dimension. He left it as a suggestion and did not pressure me into having another service. After my cut and blow dry, the colour tech came by the chair to say “hi” and to check out the results.

All of the staff were exceptionally friendly and professional. Every one of their staff make an effort to acknowledge you. It was apparent that they really strive to give their customers an experience to remember. Not only did I feel pampered, I also left with a fabulous hair cut.

If you’ve missed it… ENTRY 1 from The Hair Diaries : http://www.thegoodcustomer.com/2009/09/the-hair-diaries-entry-1/

Hmmm…. What’s next? Perhaps some colour and highlights are in order.

Popularity: 2% [?]