Giving good service does not only restrict one to the four walls of a restaurant. Doing business is a type of service and providing security and being "bouncers" is also a service being rendered.
Now, how far would a company go, to keep its security on check and at the same time, make their clients/customers happy?
Last weekend and this weekend, my friends and I were at the Esplanade to watch some gigs for the Mosaic Music Jazz Festival. For all the gigs we went to at the theatre studio, we have had quite unpleasant experiences with the security people.
Last week, we were at 65daysofstatic autographing signing session after the show. We met this girl in front of us, who was from Indonesia. She did not bring a camera and was asking whether my friend could help her take a picture. We agreed and after all of us signed, we stood outside the queue poles and tried to take pictures. There were many unsuccessful takes as those people who were getting their CD autographed kept moving and blocking the view of the artist.
Every time my friend finished a shot, the security and staff tried to move in to 'usher' us out of the building. If I wanted to look at it from another point of view, I would actually find it funny coz it looked like they were doing a sort of dance, moving back and forth.
Finally when we have finished, they asked us, albeit with a 'trained' smile on their faces whether we have finished or whether we were done. You know, the tone was so rather rude, that I cannot remember whether they used the word "finished" or "done". In any case, they then went on to explain that the doors of the building close at 1.30am. Time check: 12.30am. What a crappy excuse. You just kinda revealed to us that you want us to scurry on home so that you could also leave early. Bad service number 1.
Yesterday. My friend was at the earlier gig of Saint Etienne. She took out her camera while queueing up to get her CD autographed. She was told by this burly man that there is absolutely no photography during the autographing session or while she was in the queue. So my friend put on the lens cap and slung her camera over her shoulder.
This burly man was not satisfied. It was as though he was having an ego issue with my friend. He said something like," I told you: No camera or photo-taking. You have to keep you camera."
My friend: I know, I am not taking any pictures. I am just hanging it over my shoulder.
Burly security man: In your bag now! Or you get out of the line! (Opens up part of the queue pole, whatever that is called).
Now, this may not be the exact words that he said as I was a little out of earshot, but I was scared stiff and I felt very offended for my friend and even myself. This man just talked down to my friend when there was no need to!
He could have explained that she could take pictures when she is out of the queue, after the signing, but not while she was in the line. How did I know? I saw people standing outside the line, holding their cameras and clicking away.
It really marred an otherwise very pleasant evening where my friends enjoyed the music and performance. We are not children (even if we do look young). It is not our fault that we do not look our age. In any case, we should not be talking down to children at all. What sort of mannerisms are we teaching them if we talk to them like that??
Please, the Esplanade is suppose to be an arty place where people are cultured. We are not now, at a night club of rowdy drunk people. I am not saying the night clubbing people are not cultured either. They usually are and are capable of being civilised. I think this man here, thought that he was dealing with juveniles.
My friend was so upset that she had asked a permanent staff for an email address and/or an avenue for her complaint to be heard. The staff actually explained that they have "NO CONTROL OVER THE SITUATION" as the security services are being outsourced? What kind of LOUSY excuse is THAT?
Yes, oftentimes outsourced services are never up to one's company's service standards, but that does not mean not ensuring that they try to meet it? Does the Esplanade not realise that outsourcing or not, this is going to DIRECTLY hurt their company image????
By right, your customers are not supposed to know that you have outsourced staff. And even if they do know, your customers would assume that you ensure the same level of service standards regardless whether your staff is full-time, part-time, volunteering, outsourced or otherwise.
Later that evening as we sat eating at Glutton's Bay, a fight broke out and police van came. We glanced across and gave each other knowing looks thinking, "Now where is that burly bouncer when you REALLY need them?"
Sunday, 20 March 2011
Bud
After dinner at Cedele, I wanted to get some organic make-up removal cleanser, and thus went over to BUD at Square 2. My mum had brought me there before, but as with all things, I liked to have different views from her. Now though, I am beginning to see the importance of buying responsibly and using products responsibly, so that we do not cause harm to our own body and the environment.
The owner was very friendly and knowledgeable and I suppose when I have my mind set on something, I would naturally let the salesperson (in this case the owner) help me out. If not, when a salesperson asks, "Can I help you?" I would simply tell them I am just looking around.
The owner was careful and meticulous enough to ask me what cosmetics I was using, like what type. He then asked what type of skin I had before proceeding to recommend me some brands. He was knowledgeable about his products and was able to tell me the price of each of the recommended products.
When my mum voiced her concern about my sensitive skin and how I would put it aside once I deemed it unsuitable, he went one step further by agreeing to give me a sample to try. While I was going to buy the product, he told me not to use it first. Instead, try the sample, and if redness or whatsoever occurs, bring back the product to exchange with an alternative brand.
This was not only generous of him but it shows that he has a certain percentage of confidence that his products would work and therefore, he can afford to suggest such a solution. I loved the matter-of-fact way that the owner did business, informing the customer and yet, not pushy at all. It just makes good business sense. Beats having like 10 sales girls standing at each individual brand, chit-chatting away and only patronising the customer as they pass by.
The owner was very friendly and knowledgeable and I suppose when I have my mind set on something, I would naturally let the salesperson (in this case the owner) help me out. If not, when a salesperson asks, "Can I help you?" I would simply tell them I am just looking around.
The owner was careful and meticulous enough to ask me what cosmetics I was using, like what type. He then asked what type of skin I had before proceeding to recommend me some brands. He was knowledgeable about his products and was able to tell me the price of each of the recommended products.
When my mum voiced her concern about my sensitive skin and how I would put it aside once I deemed it unsuitable, he went one step further by agreeing to give me a sample to try. While I was going to buy the product, he told me not to use it first. Instead, try the sample, and if redness or whatsoever occurs, bring back the product to exchange with an alternative brand.
This was not only generous of him but it shows that he has a certain percentage of confidence that his products would work and therefore, he can afford to suggest such a solution. I loved the matter-of-fact way that the owner did business, informing the customer and yet, not pushy at all. It just makes good business sense. Beats having like 10 sales girls standing at each individual brand, chit-chatting away and only patronising the customer as they pass by.
Wednesday, 16 March 2011
Cedele: Novena Square
You must wondering why I like to blog about food places around these areas: Novena Square, Square 2, Velocity, and so on. Well, I do hang out at these places a fair bit for some reason other than shopping.
My favourite cafe of choice would be Cedele. I have had bad encounters with them before and so did my cousin on Christmas eve 2010, but that was at their Frankel Main shop and the Amara hotel outlet, respectively.
Briefly, here was what happened to my cousin on Christmas eve: She was working at her office nearby and was going to collect the cake after she had rushed out some last-minute work. Then comes the phone call from Cedele at a certain time to ask her when she was going to pick the log cake up. My cousin asked them when they were going to close and they gave her a time (say, 2pm). At about 1.15pm thereabouts, she gets another call from the shop. This time, the staff sounded more rude. It was almost like a command for her to go down to the shop now or risk not having a log cake for Christmas.
Well, did they not say their closing time was 2pm? Apparent not!!!! How absurd! You want to rush off for your long weekend holidays and you actually rush a customer like that? Worst part was, when my cousin rushed off to get the cake, she still saw some other people's orders yet to be picked up. Rude and bad service.
Well, this particular Cedele at Novena Square changed my mind though. I have eaten here many times after I boycotted Hans. I admire this rather young team of staff. The supervisor (if I may call her that) does not speak perfect English. Nevertheless, she speaks with confidence and yet, not in a rude manner. The young lady who makes the sandwiches makes them beautifully.
How do a gauge whether it is a good sandwich or not? It must not fall apart when I am eating it. Unless of course, that the sandwich itself is too big, in which case, I would need to eat it in part and not in whole.
I also went to the Cedele at Takashimaya last week. I found the food to be surprisingly good. I used to half expect to be pretentious: pretending to be very western but tasting very local (i.e. bad cooking). It was totally not so. Plus, the service was good. I do not get to see sour, faces like those that I get at Frankel.
Mum reckons that the staff at Frankel were proud and obnoxious. She also added that the staff at the Novena Square outlet used to be like that too, when they had a more mature team.
Well, anyway, here's to more non trans-fat baked goods and healthier eating. Oh, but it is a little on the pricier side though, so eating there has always been a treat.
My favourite cafe of choice would be Cedele. I have had bad encounters with them before and so did my cousin on Christmas eve 2010, but that was at their Frankel Main shop and the Amara hotel outlet, respectively.
Briefly, here was what happened to my cousin on Christmas eve: She was working at her office nearby and was going to collect the cake after she had rushed out some last-minute work. Then comes the phone call from Cedele at a certain time to ask her when she was going to pick the log cake up. My cousin asked them when they were going to close and they gave her a time (say, 2pm). At about 1.15pm thereabouts, she gets another call from the shop. This time, the staff sounded more rude. It was almost like a command for her to go down to the shop now or risk not having a log cake for Christmas.
Well, did they not say their closing time was 2pm? Apparent not!!!! How absurd! You want to rush off for your long weekend holidays and you actually rush a customer like that? Worst part was, when my cousin rushed off to get the cake, she still saw some other people's orders yet to be picked up. Rude and bad service.
Well, this particular Cedele at Novena Square changed my mind though. I have eaten here many times after I boycotted Hans. I admire this rather young team of staff. The supervisor (if I may call her that) does not speak perfect English. Nevertheless, she speaks with confidence and yet, not in a rude manner. The young lady who makes the sandwiches makes them beautifully.
How do a gauge whether it is a good sandwich or not? It must not fall apart when I am eating it. Unless of course, that the sandwich itself is too big, in which case, I would need to eat it in part and not in whole.
I also went to the Cedele at Takashimaya last week. I found the food to be surprisingly good. I used to half expect to be pretentious: pretending to be very western but tasting very local (i.e. bad cooking). It was totally not so. Plus, the service was good. I do not get to see sour, faces like those that I get at Frankel.
Mum reckons that the staff at Frankel were proud and obnoxious. She also added that the staff at the Novena Square outlet used to be like that too, when they had a more mature team.
Well, anyway, here's to more non trans-fat baked goods and healthier eating. Oh, but it is a little on the pricier side though, so eating there has always been a treat.
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