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I think as a society we tend to whine and complain vey swiftly when things go sour or don't meet our expectations, but we don't give enough kudos when they are due. So at the risk of violating some board policy or being screamed at later for posting in the wrong forum, I am going to share a recent experience at MW.
I called to book a 1-hr appointment with Barbie on her last day. Everything was cool and I was SUPER excited.. until late morning when I got a call that Barbie might not be able to work after all. I was offered an appointment later as the booker (the lady on the English line) re-jiggled the schedule but it was to be confirmed. I was so anxious that I was checking my phone every 5 min for messages, until I couldn't handle it any more and sent her a text. I got a reply back that to most if not ALL people, would be a confirmation for an appointment. To me, for some crazy unknown reasons, that was a proposal only and the exact time was still to be confirmed. That was a complete mis-interpretation on my part and the text message was as clear as it could be. 10 min past my appointment time I got a text. At that point I thought that was the confirmation and I specifically asked that I was given 30 min of heads up to get to location. A few not so nice text from me complaining about why I wasn't told of the appointment sooner led to her request for me to call her. It was then i realized my mistake and I was being rude and unreasonable also with my early texts!!!! I apologized but she sounded almost like it was her fault and kept telling me it was fine.
I booked an hour but she never gave me the slightest dis-pleasure of my potentially stiffing her and Barbie of an hour's worth of revenue. I felt terrible and told her I would go to say goodbye to Barbie and pay her for the session even if I only had 5 min left but she said that was okay, I didn't have to do that. I rushed to the unit... Babrie kept apologizing (WTH? I was the major screw up here!) It was a SUPER rushed session (she cut corners in the washing and dressing bit... the act itself was as enjoyable as before) but it was definitely worth the trip for me. I was there for perhaps 25 mins but I paid her for the hour anyway. Barbie looked at it, said no, and insisted that I should take some of the money back. I later got a text from the booker. Barbie told her what happened and the booker wanted to let me know that they would never overcharge their clients. I had to explain to her that I paid that amount sincerely and willingly.
The session was good... but what impressed me more was the customer service and integrity MW and Barbie exhibited in this episode. What girl would not just take the money, tell the agency that I only paid for 30 minutes, and pocket the extra $100 as a tip?! I am happy to see Barbie getting out of this business and move on to begin her studies and career as planned. It speaks to the principles she lives by and to her decency. She's truly a special girl.
I also expected the agency to be furious about my mistake, and messing up their schedule for a girl who was SUPER busy because it was her last day. I felt no such ill feelings at all. And for the record, I am just a regular customer of MW. I don't think they know who I am, and I don't chat with the booker like friends... so it is not like they were giving me some special treatment. It is easy to see why MW has become a top notch agency in the GTA.
I think I am gonna be quiet for a long while, given that I am starting my early retirement (attempt). Will not have much to contribute as far as reviews are concerned. 
Thanks for all the tips and recommendations everyone!!! This year has been awesome for me when it comes to hobbying!
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发表于 2013-10-16 10:33:50
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