The Good Customer

 

For those of you who are in “the know” of all things beautiful in Hong Kong, have undoubtedly heard of Paul Gerrard – a well established beauty salon.

The Good Customer loves to do her research before embarking into any new establishment – especially beauty salons.

After delving into the world wide web, to search for a reputable place to have my locks clipped, I came across Paul Gerrard Salon.  What is this? A dedicated page that had info and bios of their whole team – hair stylists, estheticians, nail technicians, assistants. There is also detailed information on their services plus pricing. Love it! In addition, you can also book your appointment online. How convenient is that?  Love it!

I choose my stylist from the thumbnail pictures and made my appointment online. 2 days before my appointment, I get a reminder text (sms) message from the salon. 1 day before my appointment, I receive a personal call from the salon. How courteous and efficient. Seems like they run a well-oiled, tight ship of an operation. Love it!

The day of  appointment arrived. After carefully manoeuvring my way up the knobby steps of Pottinger Street in Central, I found my way to the 2nd floor of Wah Hing House.

The interior of the salon is dated due to the age of the building it is housed in. What is lacking in ambience is made up by the down-to-earth, and super friendly staff. Love it!

This is not your average high-end salon chock full of starlets and wealthy housewives. You will not find hipster assistants scurrying around the “too cool for school” stylists.

Clientele consists mostly of expats and most of the stylists are not local Hong Kongers.  Apparently, this salon is renowned for their hair colouring/hi-lighting services for blondes.

Service is gracious without being pretentious. Love it!

Those of you seeking a day of pampering, can also indulge in the salon’s esthetician and nail services.

Popularity: 11% [?]

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: 8% [?]

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% [?]

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% [?]

~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% [?]

For all you folks in the Lower Mainland…..

In “good customer” style – I have to share all news good.  Upon a visit to acquire some products at Eccotique Spa in Vancouver, I received ”paper goodness”. A COUPON! What consumer doesn’t like coupons? I’m not certain if you receive one upon any purchase or if you need to spend a certain amount to qualify. My purchase was around $30.

The coupon is $10.00 off any spa service $50 and over. It is valid until the end of Oct 09.

Always nice to see businesses offering perks to their clientele. Full marks to Eccotique for the pampering.

~Limited Time Offer!~

Popularity: 1% [?]

~The Comeback of Cheap Tuesdays~

Just a quick post to give my kudos to Cineplex Odeon Canada and Telus Mobility. As most of you know, taking in a movie these days can cost us well over $20.00. On a unsuspecting Tuesday night, we made our way to Scotiabank Theatre in Vancouver to watch a movie. Wanting to use our movie coupons, I stood in line to purchase the tickets. When I got to the kiosk, the kind attendant told me that they were having a half-price special on Tuesdays – $11.45 for admission, popcorn, and a drink!!!  He suggested that perhaps I would want to save my coupons for another visit and pay for the special admission. Having just finished dinner I was torn – didn’t NEED the popcorn and drink but didn’t want to give up such a good deal. Haha! Sensing my indecisiveness (or perhaps just to get the line moving) the attendant suggested I use 1 coupon and buy 1 special admission. What a novel idea! Done! We had a deal! Great customer service – nice to see personnel thinking “outside the box”!

Thanks again to Cineplex and Telus for thinking of your patrons!

The House of Movies

Popularity: 4% [?]

Once upon a time I travelled to the land of Staples to make a photocopy. I decided to walk around to see if I needed to purchase anything. 20 minutes later I was standing in line to pay for my items. After the sales associate rang up my purchases I asked if I needed a key/card counter for the self service photocopier. I was told I needed to purchase a card for a minimum of $1.00 value.

ME: $1.00?? But I only want 1 copy.

CASHIER: You have to purchase a card.

ME: For $1.00?? How much is 1 copy?

CASHIER: 7 cents

ME: ….. soooo, I can’t just pay 7 cents for a copy?

CASHIER: (exsaperated) Nope. You need a card.

ME: (speechless)

CASHIER: You can use the card with the remaining value next time you copy.

ME: But I just want 1 copy!!!! There won’t be a next time!

CASHIER: Well it’s a gift card so you can use it towards your purchases.

ME: (thinking to myself) Why couldn’t she have been more clear sooner?

ME: So you’re telling me that in order to use your self-serve copiers, I need to buy a gift card worth at least $1.00? There is no other way for me to pay for a 7 cent copy?

CASHIER: Yes

At this point, I told her that I wanted a refund for my purchases… and then proceeded to buy a $1.00 gift card. I made my 1 copy. Carried all my items back to the check out…made the purchase, and gave her back the gift card (now worth $0.93 cents) to use towards that purchase.  HONESTLY!… it doesn’t have to be this difficult! I realize that this was not the cashiers’ fault. She was probably following protocol. But this experience was “painful”… like pulling a staple out of your finger. OUCH!

Popularity: 1% [?]