The Good Customer

The Budha Of LKF

Tucked away in an alley off of Hong Kong’s most happening street – Lan Kwai Fong (LKF), is Baby Budha. This small bar/lounge at 18 Wo On Lane, Central is a great place to start or end your night … away from the masses in LKF.

Popularity: 1% [?]

~Homesense/Winners~

 

***This post only pertains to the location at 491 W 8th Ave, Vancouver, BC.***

Rules of the Fitting Room – A Lesson

1. Upon approaching the fitting room area, have all your garments ready to go (otherwise attendant will become impatient)
2. Hang items on rack for attendant (otherwise attendant will order you to do so)
3. Make sure you hang all your items back on the hangers after you finish your fitting (otherwise you will be reprimanded by the attendant)
4. Be sure to wait before you exit – to enable the attendant to count the number of items you are returning (otherwise the attendant will assume you have stolen something and physically stop you from departing the area)

I realize that crime is a problem but customers don’t need to be treated like potential criminals. I believe that the same security measures could be addressed without the tacky militant act.

Lesson for Winners: Treat your customers with a bit of respect. (otherwise your customers will not enjoy their shopping experience)

 The Good Customer has frequented this location a number of times and unfortunately has encountered or observed the same “fitting room tactics” on countless occasions. Although this retailer is not a high end department store, this type of conduct towards their customers is tasteless and undesirable.

Popularity: 1% [?]

~Coffee Bar at Nespresso Vancouver~

I have been a proud owner of a Nespresso machine for almost a year now. Every time I interact with their employees, whether in person or on the phone, I keep waiting for something to go terribly wrong. Why? …. because the customer service is “too good to be true”!

Since receiving my “Nessie” (yes, I named it) through courier, I have received enough correspondence from Nespresso that would shock Canada Post.

And what is Nespresso sending me?

• New product information
• Coupons or promotions
• Customer satisfaction correspondence

In addition to snail mail, I have received numerous phone calls from Nespresso. Why are they calling me? For feedback! Yes, apparently they care about my thoughts. By focusing on clients individually, Nespresso is able offer personalized service. 

Visiting the one and only Nespresso boutique in Vancouver is reminiscent of a posh lounge. The shiny white interior pegged with the colourful coffee capsules is a treat for the eyes. 

Don’t be surprised if you are invited to try their products when you visit their boutique. They are more than happy to whisk you away to their pristine coffee bar. The sampling of their coffee/espressos is an experience in it’s itself. If you are interested, the personnel are eager to give you an abundance of information. I never knew that there were so many dimensions to an espresso. (Note: This is not like a Costco sample table where the cranky staff member gives you a dirty look for taking 2 crackers.) Never are you rushed or pressured to purchase anything. Perched on the bar stool at the Nespresso coffee bar, sipping your espresso with square of dark chocolate is a sublime experience.

The store personnel possess outstanding product knowledge. Quite amazing… since they have over 16 espresso varieties, several different accessory lines, and a number of machines. I am under the assumption that they all underwent a vigorous training program.

Nespresso constantly tries to engage their clients with new products. From ever-changing limited edition espresso varieties, to their own line of sugars, chocolate, and drink recipe books. What’s next?…. Nespresso cream? Sweet!

PS. I have visited the Nespresso retail store in Hong Kong on several occasions and have received the same level of exceptional service. They truly are a world wide and world class company.

Popularity: 1% [?]

~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% [?]

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: 1% [?]

~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: 2% [?]