BOOS & BOUQUETS: Kudos to Enchanted Gardens

I am happy for the opportunity to have a say about customer service through your media. The staff at Rapid True Value's Mandeville branch visited The Enchanted Gardens located on Eden Bower Road, Ocho Rios. The property recently reopened after being closed for some time.

From arrival to departure, we experienced exceptional customer service. We had also planned to visit Dunn's River Falls but because of the exceptional customer service by every single member of staff and the beautiful property (although still under renovation), we stayed the entire day. Each member of staff would pass by just to say, "Are you enjoying the day? Is there anything you need?" or "What can I do to help?" It was genuine, they smiled and eagerly did their job; we could all feel and see it. So outstanding was their customer service that it made an impression on me, and that is why I still remember it.

I hope they keep it that way and I would recommend other persons to visit there. We are hoping to go there again.

Their number is 974-7720.

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Boos to East Japanese

On April 2, my daughter celebrated her sixth birthday and wanted to have sushi with the family. We decided to go to East Japanese at the Court-yard, at the Market Place along Constant Spring Road.

At first, we called to make a reservation and the person who answered said there was no need to -we should just come on down.

When we arrived we were greeted by an unfriendly hostess who was reluctant to seat us as she stated that reservations were needed.

I told her that I called about half an hour earlier and was told no reservation was needed. Without excusing herself, she walked away and came back a few minutes later and seated us.

I was quite displeased to see how she behaved and if it wasn't for my daughter's insistence on celebrating her birthday, there we would have left at that point.

After being seated, a waiter came and, without introducing himself, proceeded to take our order.

As a regular customer and a once-thought-valued one, I am aware that when it's a person's birthday, you can tell the waiter and the staff would come over and acknowledge it.

disappointment

We placed our order, which was repeated, and when it came, a roll was missing. There was also no attempt made to have the waiters acknowledge my six-year-old daughter's birthday.

My husband and I reminded the waiter and even spoke to the supervisor at least four times and were told they would have to speak to the owner and see what could be done.

We watched quietly and patiently as other tables were checked on and the owner smiling and making small talk to customers and ignoring the request that was made.

Needless to say, after a bill of over $10,000 and my daughter's disappointment, my family and I will not be supporting East Japanese Restaurant any longer.

- S. Welds

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Boos and Bouquets

Ever heard the mantra, 'the customer is always right'?

Apparently most persons who deliver customer service in Jamaica have not. So we are showing them up.

If you have had a good or bad customer service experience, share it with us, leaving nothing out, and we will publish them for you in the Outlook Magazine every fortnight. Include name of place, address and telephone numbers.

Send your experiences to: lifestyle@gleanerjm.com and read about them every Sunday in Outlook.