The Good Customer

Writing this post on Orla Kiely (Hong Kong) has been on my “to-do” list for some time now. Sadly, by the time I got around to it, I found out that the boutique had closed it’s doors here in Hong Kong. Sniff Sniff!

To pay homage to their “once” Hong Kong store, I hereby post this entry.

I’ve been a admirable fan of the kitschy, 60s -inspired line, Orla Kiely. Faring from the UK, this brand is most notably known for it’s bright and colourful line of handbags, clothing, housewares, and linens. High quality materials coupled with whimsical designs, these products are sure to inspire your playful yet feminine side.

Up until last year (2009), Orla Kiely had 2 boutiques in Hong Kong. After the closure of it’s Times Square (Causeway Bay) location, only one remained in Hong Kong – the boutique in Central on Wyndham Street.

I have patronized both locations and have always been impressed with the service. Sales personnel are not condescending and seem genuinely willing to assist with any questions or suggestions. And let me tell you, this type of service can be hard to come by within the confines of this bustling city.

The real bonus for all you fans of this label – is the price!!! If you have shopped in the UK or the USA for Orly Kiely products, you will be pleasantly surprised to know that most of their products are sold for LESS in Hong Kong.

Another tip is, the boutique in Hong Kong consistently have promotions or sales – and they are indeed fabulous. Unfortunately, this boutique does not advertise these sales and therefore we, as consumers, are forced to check in periodically, for promotions. But who’s complaining? I love a reason to shop! Yes, even window shopping counts.

Before it’s closure on February 28, 2010, the store had a closing out sale. Items were being sold for below cost!!! Initially I felt that I had missed a great opportunity, but upon reflection, it’s probably for the best…. I’m sure I heard my pocketbook heave a big sigh of relief. For all you that made it out to the sale, I hope you procured some fabulous deals.

To my fellow Orla Kiely fans, a moment of silence for our dear friend ….

If anyone should know of where to purchase products from this brand in Hong Kong now, please drop us a comment. I know it would be much appreciated.

Popularity: 7% [?]

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: 30% [?]

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: 1% [?]

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% [?]

~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% [?]

~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% [?]

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% [?]