28th April was our first day of team work to battle against our common enemy. They were once our trustworthy agent, but it turned out that their service was nothing but ridiculously nonsensical. 'Twas really an experience for Jin to see how a "service of non-Japanese standard" would be, but in general, it was even below it... We were not treated as a customer even though we paid a fortune for their "worthless service".
***Note well: The following explains the content of the battle we fought with our Photo Shooting agent - Romantic Life - for their mistreatment they served us with, and the accomplishment we achieved from the battle. This post is NOT to put down on Romantic Life of their service, nor is it to provide our readers with how they can things be negotiated. This post is only to share with you what we had to go through for what they have done and we had to go through.
The mistreatment they had on us.....
1. Treated customers as if they were friends - called Jin with a nickname in Cantonese knowing that Jin cannot understand it.
2. Called Carol with a comment which was not appreciated at all. Such comment was not at all a fit since Carol had put sooooo much an effort to get into such result, and the treatment she received was just too cruel.
3. None of the arrangements and communications were intuitively made, and resulted in stress, burden, extra work, and also a mistreatment from the photo shooting staff (located in Taiwan, met for the first time when we were in Nara).
As a result, the first promise / explanation we received from the customer representative "We are here, a one stop service to make the communication with the staff as much as possible and transparent, to make the stress on the bride (since in this market, such miscommunication happens and puts burden and stress onto the bride, which yields to increase of stress level to the couple...) as little as possible" was not executed. Instead, the customer representative's activities were so junior and irresponsible, that we became the victim of their miscommunication. This was extremely stressful.
However much the arrangements were horrible, the end result of photo shooting was still satsifactory. The photo shooting crews and we were focused in making a one-and-only superb album. Our focus was very intense, that we want to give complements to the photo shooting staff.
So, the battle was against the Hong Kong arrangement crew. We met with the Shop Owner and explained the above. In the beginning, the Shop Owner thought we were complaining about the photo shooting crews. However, as our explanation elaborated, they started to feel the guilt. Fortunately (and indeed, this is a good thing), the Shop Owner is responsible of the customer operations and customer satisfaction, and since she was from Taiwan, she has the Taiwan customer oriented focus which resulted in a sympathy and feel of apology from all of the explanation we had elaborated.
This was a good thing, and the communication from here went smoother.
As a result, we were able to receive quite a number of accomplishment, which really is priceless.
1. ALL soft copies of the pictures we had taken in Kimono. This is because as I elaborated in the earlier post, the Kimono which Carol wore - furisode 振袖 - can only be worn by an unmarried lady. Hence, by practice, this was the one and only chance Carol could wear this type of Kimono in her whole life. It was very important that we have as evidence as possible of this period of time.
***It turns out that the number of photos taken were over 100 which resulted in quite an amount of bonus we were able to receive.
2. Discount in the creation of album. Since the number of photos we chose were a total of 100 (the package only included 30, hence we needed to pay for the extra 70 pictures to be included in the album). This discount also was quite some amount.
All in all, we felt that this battle was well thought, and we both did a good job. On top of this, the Shop Owner was really rational, understanding, reasonable, and fair. Her mind was sharp at all times, and was thinking in realtime of what went on, and what needed to be done in order to "keep the customer satisfaction, yet keep their store stance." We feel it was fortunate that we fought with her and no one else.
Currently, the album is in production, and the Shop Owner (since she insisted in taking over the production operation, because she has a 12years of experience in this operation, and she wants to do this for us to "gain the trust"), and she understands our trust in their service is down to the pits. It is on their hands to prove to us that they are "not as bad as what they had done to us up until now", and to make us satisfied.
Let's see the end result (^-'b
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