The Good Customer

WHAT? : Japanese-style prawn curry.  (Confession: This dish is actually served with 5 prawns, not 4, as shown in the above picture. I was so hungry that day that I had a prawn before remembering to take this shot. OOOPPS!)

WHY? : Entree was part of a “lunch set”. Served with coffee or tea. Delicious and well prepared with little extras such as almond silvers and pickled ginger.

HOW MUCH? : $11.99 for the set. An excellent deal!

WHERE? :

MORE: Formerly known as UCC Cafe Plaza, Aoyama Cafe is renowned for their UCC coffee blends – a brand that has been developed over the past 70 years. Choose your own individually “siphoned coffee” from a variety of coffee blends such as No. 1 Jamaican Blue Mountain, Hawaii Kona, and Sumiyaki (charcoal roast). Food is a fusion of Japanese and European - pastas, rice dishes, sandwiches, and desserts.

NOTES:  Had a wonderful experience at this location. Staff were exceptionally attentive and gracious.  Restaurant is divided into 2 sections – dining room and cafe. There is a minimum charge of $10 per person in the dining room. The airy and comfortable dining section is decorated with sleek, modern furniture. A lovely environment indeed!

Popularity: 3% [?]

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: 31% [?]

WHAT? : Nespresso’s Friends and Family E-Store.

WHY? : Discounts on select machines and accessories

WHEN? : November 20 to December 01, 2009

HOW? : Visit    www.nespressofriendsandfamily.com.

• Choose CANADA for country
• You will need to log in. In the ACCESS KEY field enter Dulsao1109

~ Happy Shopping! ~

Popularity: 5% [?]

~My Instant Coffee~

~Cup+Coffee~

WHAT? : Starbucks VIA Ready Brew Tumbler

WHY? : Stainless steel interior – wonderful to keep your drinks hot or cold. Even though it is not insulated, it did keep my coffee comfortably hot for about an hour. Tumbler holds 10 oz of liquid – the recommended amount of water per VIA . Unscrew the bottom panel of the tumbler and you will find 6 individual compartments – to house your VIA coffee packets. Compact and portable – Love it!

WHERE? : www.starbucksstore.com ;  Retail Starbucks stores throughout North America

HOW MUCH? : $16.95

Popularity: 2% [?]

~My Favourite Appliance~

~Exquisite Capsules Of Caffeine~

HOW MUCH? : Machine – $279;  Capsules -  0.55 USD/0.63 CDN each

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: 8% [?]

~Nespresso Cups~

What?: ‘Essenza’ Espresso & Lungo set.  Glass cups with resin saucers.

Why?: Great presentation of your caffeinated beverage. Love the tiny textured handles!

How much? : Set of 2 Espresso Cups – $17 usd;  Set of 2 Lungo Cups – $21 usd;  Set of 4 (Espresso & Lungo) Cups – $29 usd

Where? :  Nespresso Boutiques and www.nespresso.com

Popularity: 2% [?]

~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: 3% [?]