hands from heaven - answering machine

[jfiannaca]

Think HFH should get another answering machine.
This is probably not an usual story, but after trucking up north and cancelling a lunch to get to Amber for 11 am today was told that I didn't confirm, so no appointment.
While this isn't exactly up there with global warming and the war against terror, since I haven't seen Amber since her Invisible Touch days, I was hotly anticipating a meeting. (Waitasec, IT IS right up there with global warming and I think Amber has everything to do with it.)
But I digress. I'm anal about punctuality, so I called at 9:55 and left a message (the message also said to leave a message if you're confirming)
just like the person said the day before.
I also cancelled a meeting to be there and drove 45 minutes. The girl at the door was very sympathetic and was very sweet about it (I think it was Jennifer?) and she then checked in the back with someone who said there was no way I left a message.
Anyway, this isn't the end of the world, and I understand mistakes happen, and I know HFH is not the Four Seasons, but it would be nice if they got their reservation system right and not blame the customer.
I know no-shows are a big issue as well, so I don't blame them for having a system to safe-guard that, but not at the expense of the customer. I understand HFH has a sterling reputation, although I never had this problem at IT. I wonder if other people have had issues. I wouldn't be so peeved if I wasn't travelling so darn much it's hard for me to hook up with Amber's schedule.
Anyway, went somewhere else, but nothing compares to the incomparable charms of Amber.
Moral of the story: get a verbal confirmation rather than use the machine if you don't want to be disappointed.

 

[kity]

Plz check your pm's

 

[IRev. Albert Einstein]

Why is it necessary for an answering machine? Put me on hold while you take the other call, I don't care.

 

[Fran]

The answering machine is primarily for non-open hours (i.e. in this case before 10 AM). You can confirm on the answering machine, but you cannot make an appointment via the answering machine.

Although I know it is of no consolation to you, I have probably confirmed via the answering machine 30-40 times, and I've never once had a problem. On the 2 occasions I had a problem (both times Cameron wandering in 45 minutes late), I got a very sincere apology and a free door fee coupon. In general, I think Kayla does a great job with customer service, but even the best operations miss one once in a while.

 

[eastglam]

I understand but what I meant was, why the answering machine? If there are 10 oclock appointments nobody is arriving at that exact time. They get there earlier. I've got a crazy idea. The receptionist starts work a half hour before the first appointment and picks up the phone. Of the flip side there is no need for such a person a half hour before closing.

When we buy out Blue Pearl the first thing that goes is the damn answering machine. We are also hiring Felicia away from SRM, I don't care the cost.

 

[Flick]

Didn't mean to slag HFH, but you can imagine the disorientation after not seeing Amber, the equivalent of telling a child he is going to Disneyland and then the door attendant tells him it's closed.
I have thankfully got over my post traumatic AMBER shock withdrawal (a certified condition in the New England Journal of Medicine I'm sure) and I'm sure I will have a full recovery after a diet of soft foods.
MuffinMuncher: I wasn't angling for a freebie or a coupon
All I wanted at that point was for the admin at the time to
a) not blame the customer and leave me thinking I was insane for not leaving a message
and
b) a simple acknowledgement saying there was a teensy eensy possibility they made a mistake would have sufficed.
The upshot is I have been pm'd (by Kayla?) who has offered a very sincere apology and offered to waive the door fee. I don't intend to take her up on it, because I understand it was really a simple glitch, just didn't like the way they handled customer relations at the time.

 

[Mira]

It always sucks when it happens and sometimes with the best of intentions, shit still happens.

 

[big bob]

I too have had this happen to me. I went to book an appointment with Layla on Sunday (sometime in december) and when I come to the appointment 30 minutes early, I get told that she's gone for the day. I mean I flew all the way from the U.S. and this is what I get? It's sad but it does happen.

 

[Christin]

On those occasions where it happened to me, it was also a surprise that I was offered a make-up for the error. Joy at SRM is also outstanding in this regard (anyone who has scheduled Sophie at 10 AM knows what I mean).

This is what separates a good business from the rest of the pack, and its the reason that I have been there so many times over the years. Kayla gets it.

The reason I stop frequenting a business or provider is because they delivered a bad experience or bad value and DIDNT acknowledge it or make up for it in some way. That is certainly their perogative, but money talks. Reward the ones that give a shit about its clientele, penalize the ones who don't.

 

[Pathik]

Brotherman flew into town to see layla and his dream car is a Honda Accord

 

[Dizzy Dame]

So how's that old '94 cavalier you've been driving? Works like a charm

 

[midnight_ashes]

It happens here and there. But i do feel for you especially as your treat was the delicious Amber.
But Kyla the class act has taken care of the situation so hofully it won't happen again.

Allure is the only place, where i have never encountered a situation like that ever (Maybe i am lucky but they are the tightest run orgnization as my current favorite once told me that Allure reminded her of a law office,when she went for an interview there).

 

[Cory]

Actually, I don't really care what I drive anymore but I must say I picked-up a sweet ride for myself for the summer. Tell you what, I'll let you take a picture with it. If you must know, it's not a cavalier.

I was just going by what you have posted in the past brotha. Flying in to see a girl at a massage parlour? Back to earth please.

 

[VFKNerd]

Thanks for the offer but I'll have to decline. If you don't have a cavalier then i'll have to assume that you've picked the TTC bus along finch. It's a sweet ride I must add, the express bus with no stops.

Re-read the post again. I'm in the market for a 3 series and the real dream car would be the Lexus @ $115k.

I have other incentives to fly in, not to hobby. The hobbying is just desert or a side activity. Car business, condo buying, family are amongest the few. Oh yeah and the most important reason to fly in is that I havn't visited Toronto for the past 1.5 years. duh!