It was the missus’ birthday on Saturday. My mother is in Australia helping my sister after delivering my new nephew (ok his name is Cash…don’t go on about SFNS, I’ve already got a ticking off for that) and so she thought she would send a gift to the missus.
She called up Snob Designer Cupcakes and arranged for a dozen cupcakes to be delivered. The cupcakes look like this one at left with beautiful roses on the top that i think are a mock cream.
Well Mum thought that all was well and didn’t think too much more about it.
The courier however decided to be Mr Klutz and dropped the box. Knowing he had picked up the box from a cake shop he looked inside and saw the carnage. He then decided to take it back to the shop. The owner was beside herself. here was an order than a courier had rooted and it was for a birthday so not much use getting after the date. She was also busy organising her Cupcake Wedding bouquets for several weddings as well.
Still she took the time out to try to contact my father to explain what had happened and also had the foresight to call home, the delivery address she knew of course, and explain what had happened. She told Mrs Whaleoil that she could have a new batch made and delivered to her at 6pm if that was alright. Well we were booked to be out at dinner at that time but this did not deter Janine, the owner. She said they would be delivered to the restaurant if she could just have the address.
At a little after 6pm they were duly delivered and a more beautiful box of designer cupcakes you couldn’t imagine. Little did we know that it was Janine or her partner who had driven from the North Shore to Howick to drop them off. Janine had also left a message on Dad’s cellphone and once he managed to overcomethe technical difficulties of him clearling his own voicemails found that Janine had offered a credit as well as the second delivery.
Well today Dad phoned Janine and told her not to issue the credit note. She had delivered what was ordered on the day specified despite the shortcomings of the courier company.
This is customer service above and beyond the call of duty and Janine deserves to be recognised for that. Outstanding customer service. Other lesser beings might have just thought “oh fuck it” and issued a credit and done nothing else except say sorry and shrug, but not Janine, she thought about the occasion and how much that meant and met her customers requirements even if it meant extra work for her.
So dear readers, please support Janine in her business next time you want to send something special. Her business has the Whaleoil seal of approval.
Oh and Janine, get a new courier company.
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Customer service in a small business would have to be more important than anything else, that’s the reason I don’t bother using my local “ragheads” for anything, I rather go to the supermarket.
Cash……. hmmmm…… I have a feeling your sister doesn’t like you to much Whale. end of subject, no need to thank me.
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Aren’t you being hard on the courier whale? Once the thing was dropped what more could he have done? A lot of couriers would have pretended they didn’t notice…….
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Your nephew ought spell his name CA$H. Ayn Rand would’ve loved it!
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Cash? You are fucking joking.
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Nope, I am not, told my sister it was SFNS and she better watch out because something ill was to befall wither her or him
I am not to ring again apparently.
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Cash?
Oh. My. Lord.
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cash money ?
So how were the cupcakes, they look fucken yum!
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They were yummy thanks and so was my Devonshire tea party with my friends at a table set with all my rose covered bone china, tea cups saucers, plates and tea pots. Also crystal vases filled with stolen roses from ‘God’s garden’ Translation: if they hang over your fence and I can reach them then they are mine )
As to my nephews name I am going to have a little fun but will also make fun of my daughter’s name so that no one will feel picked on. My daughter’s name is Willow. When she cries she is a Weeping Willow, when she farts we say that there is Wind in the Willow. Now when my nephew feels chilly he is cold Cash. When he is caned at school he will be Cash strapped. When he is with his girlfriend he will be hard Cash. Now I had better stop before his Mum gets hold of me hee hee.
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Hello Whale – Thanks for the great feedback on my customer service!! I told your father today over the phone that I definitely needed a glass of wine after that day, which I did while my husband tramped over the other side of Auckland looking for the Chinese Restaurant
Hopefully that sort of “dropsie” will not happen again. To be fair my courier company are awesome and they were devastated that had happen, but all is well. NOT to be too picky… just have to say that the icing on top of the cupcake was vanilla bean buttercream – I know … but I just hate mock cream and will only use the best ingreds in mine (got that off my chest). Anyway, it is nice to have you take the time and make those nice comments – has made my night while I am slaving over 150 xmas cupcakes. Must confess, there were two small children that were thrilled of the smashed up cupcakes… I think they are hoping for more of those! Cheers!!
p.s. Maybe your Sis is a Johnny Cash fan??
Janine – Snob Designer Cupcakes Ltd
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Janine, you are a star. With customer service like that I would be looking for Chinese genes in your family for sure!
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I reckon the courier did well to admit the mistake and take action. Many wouldn’t have.
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Well done Janine outstanding customer service.
The courier contractor will have carriers liability insurance so you can recover your costs if need be.
More importantly if that company has offered “to put it right” name them like wise if that firm has not name them.
Problems occur in business and quality business that tackle these challenges and go the extra mile to recover the situation really understand what customer service is all about.
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Well said Delivery_Boy – all businesses make mistakes; how they deal with them is what differentiates good businesses from great ones. I grew up in the 60’s and 70’s to the LV Martin adverts on telly where Alan Martin would say “It’s the putting right that counts” – and that is an absolute truism for business today.
Well done Janine!
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They are also delicious cakes – we had them at a friends dinner and they were divine. Truly good quality and so scrummy – make a fantastic difference from a standard cake, especially if you get a selection of flavours so folks can choose their own favourites.
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I wonder if Janine learned her trade from an adult education class at the local school?
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Good on you for taking the time to write up this good news, the woman sounds really deserving of such good press. Bloody hard to find good service these days. Bad luck for the courier.
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