General Enquiry from the Simmons Creperie Website
Simmons Creperie
hello at simmonscreperie.com
Sun Nov 4 09:57:10 GMT 2018
Dear both
I thought I would put my thoughts in writing first to discuss last nights event. I welcome your response back by email or telephone.
I made a mistake. And I totally appreciate the stress it has put you under. As you know from last year’s event I pride myself in offering excellent customer service so this is totally out of the ordinary.
Why did I make that mistake? Unfortunately I have been In and out of hospital for the last month with serious health issues and only got back home Saturday morning. I typed the brief to my team from my hospital bed and i visibly didn’t pay enough attention to the fine details.
I appreciate this is not your problem but I wanted to explain why I wasn’t on top of my game like I usually am.
My main objective when the mistake was flagged up was to minimise the consequences so that your guests would still have a great experience.
I sped up the team, offered to deliver pizza or donuts to you to help in the meantime but it felt that your disappointment in the delay meant that you just simply didn’t want us there at all. My chefs arrived at 7pm and would have been ready to serve by 7:30, so 1h later than initially planned. Although it was later on the schedule I believe your party would have still enjoyed the crepes and as discussed we would have stayed as long as you wished.
I apologise for the mistake, but to me, these things can unfortunately happen and I believe the most important reaction is to try to fix things the best way possible, which I believe i tried as hard as I could.
Before I issue a refund I would like to hear your thoughts and see if there is anything else I could have done to minimise the impact of that mistake so that this doesn’t happen ever again.
Kind regards
Raphaëlle
> On 3 Nov 2018, at 10:11, Isaac Heinrich <isaac at cardonet.co.uk> wrote:
>
> Hi Raphi,
>
> Thanks - looking forward to seeing you this evening!
>
> Regards,
>
> Isaac
>
>
>> On 1 November 2018 10:23:03 Simmons Creperie <hello at simmonscreperie.com> wrote:
>>
>> All received, thank you very much!
>>
>> Sent from my iPhone
>>
>>> On 31 Oct 2018, at 23:02, <family at heinrich.co.uk> <family at heinrich.co.uk> wrote:
>>>
>>> Hi Raphi,
>>>
>>> The balance of £499.00 was paid into your bank account today.
>>>
>>> Thank you and see you on Saturday.
>>>
>>> Regards,
>>>
>>> Isaac
>>>
>>>
>>> <image002.png>
>>>
>>> From: Family <family-bounces at heinrich.co.uk> On Behalf Of Simmons Creperie
>>> Sent: 31 October 2018 11:46
>>> To: 'Antonella Santini' <antonellasantini at me.com>
>>> Cc: family at heinrich.co.uk; isaac at heinrich.co.uk
>>> Subject: RE: General Enquiry from the Simmons Creperie Website
>>>
>>> Hi Antonella
>>>
>>> The balance is due at your earliest convenience. Please find a copy of the invoice attached.
>>>
>>> Kind regards
>>>
>>> Raphi
>>>
>>> From: Antonella Santini [mailto:antonellasantini at me.com]
>>> Sent: 30 October 2018 10:10
>>> To: Simmons Creperie
>>> Cc: isaac at heinrich.co.uk; family at heinrich.co.uk
>>> Subject: Re: General Enquiry from the Simmons Creperie Website
>>>
>>> Thanks Raphi.
>>> My husband asked me how/ when you would line us to pay the balance of your invoice.
>>> He is cc in this email.
>>> Please, let us know. Thanks.
>>>
>>> Antonella
>>>
>>> On 30 Oct 2018, at 10:01, Simmons Creperie <hello at simmonscreperie.com> wrote:
>>>
>>> Hello Antonella
>>>
>>> That all looks perfect! I won’t be present on Saturday but my wonderful manager David assisted by Natalia will be your chefs. They will arrive around 5:30pm to set up.
>>>
>>> Have a lovely party and we can catch up on Monday to see how things went
>>>
>>> Kind regards
>>>
>>> Raphi
>>>
>>> From: antonella at santini.co.uk [mailto:antonella at santini.co.uk]
>>> Sent: 29 October 2018 20:05
>>> To: Simmons Creperie
>>> Cc: Isaac Heinrich
>>> Subject: Fwd: General Enquiry from the Simmons Creperie Website
>>>
>>> Good evening Raphi.
>>>
>>> I am copying and pasting our party's settings of last year. As mentioned in my previous email, we just would like to replicate the formula.
>>>
>>> Could you kindly confirm that this looks confirmed from your end as well?
>>>
>>> Thanks. Looking forward to seeing you on the 3rd.
>>>
>>> Regards
>>>
>>> Antonella
>>>
>>>
>>> <image001.png>
>>>
>>>
>>>
>>> Begin forwarded message:
>>>
>>> From: Simmons Creperie <hello at simmonscreperie.com>
>>> Subject: Re: General Enquiry from the Simmons Creperie Website
>>> Date: 19 October 2018 at 11:04:57 BST
>>> To: antonella at santini.co.uk
>>> Cc: Isaac and Antonella Heinrich <family at heinrich.co.uk>
>>>
>>> Hi Antonella
>>>
>>> Sounds great, everything all set from our end too!
>>>
>>> Kind regards
>>>
>>> Raphi
>>>
>>> Sent from my iPhone
>>>
>>> On 19 Oct 2018, at 06:05, antonella at santini.co.uk wrote:
>>>
>>> Hello Raphi,
>>>
>>> Just touching base a couple of weeks ahead of the party.
>>>
>>> Everything is confirmed on our side. We are expecting approx. the same number of people of last year (60-ish adults and 10-ish young kids).
>>>
>>> We will have some canapees going around and drinks. Main dish:) will be your crêpes.
>>>
>>> Please, let us know if everything is good from your side and what else do you need to know from us.
>>>
>>> Thanks!
>>>
>>> Regards
>>>
>>> Antonella
>>>
>>>
>>>
>>>
>>>
>>> On 13 Sep 2017, at 14:46, Simmons Creperie <hello at simmonscreperie.com> wrote:
>>>
>>> Dear Isaac and Antonella
>>>
>>> I confirm the deposit has been received and your booking is complete. Thank you very much!
>>> Kind regards
>>>
>>> Raphi
>>>
>>> From: Isaac Heinrich [mailto:isaac at cardonet.co.uk] On Behalf Of isaac at heinrich.co.uk
>>> Sent: 12 September 2017 16:50
>>> To: 'Simmons Creperie'
>>> Cc: antonella at santini.co.uk
>>> Subject: RE: General Enquiry from the Simmons Creperie Website
>>>
>>> Hi Raphi,
>>>
>>> Thank you - the amount of £215 has been transferred to your bank account today.
>>>
>>> The reference for the transaction is ‘177 Sutherland Ave’.
>>>
>>> I would appreciate if you could confirm receipt of the deposit.
>>>
>>> Best regards,
>>>
>>> Isaac
>>>
>>>
>>> From: Simmons Creperie [mailto:hello at simmonscreperie.com]
>>> Sent: 12 September 2017 15:59
>>> To: isaac at heinrich.co.uk
>>> Cc: antonella at santini.co.uk
>>> Subject: RE: General Enquiry from the Simmons Creperie Website
>>>
>>> Here you go Isaac. Payment by BACS or cheque is ideal J
>>> Many thanks
>>>
>>> Kind regards
>>>
>>> Raphi
>>>
>>> From: Isaac Heinrich [mailto:isaac at cardonet.co.uk] On Behalf Of isaac at heinrich.co.uk
>>> Sent: 12 September 2017 12:58
>>> To: 'Simmons Creperie'
>>> Cc: antonella at santini.co.uk
>>> Subject: RE: General Enquiry from the Simmons Creperie Website
>>>
>>> Dear Raphaelle,
>>>
>>> Thank you for your email.
>>>
>>> Can you please forward me a copy of the invoice, specifying the requested deposit amount and your preferred method of payment.
>>>
>>> Best Regards,
>>>
>>> Isaac Heinrich
>>> M: 07941 388 389
>>>
>>>
>>> From: antonella at santini.co.uk [mailto:antonella at santini.co.uk]
>>> Sent: 12 September 2017 12:34
>>> To: Simmons Creperie <hello at simmonscreperie.com>
>>> Cc: Isaac Heinrich <isaac at heinrich.co.uk>
>>> Subject: Re: General Enquiry from the Simmons Creperie Website
>>>
>>> Thanks Raphi.
>>> I am cc-ing your email to my husband so he can proceed to the payment.
>>>
>>> Isaac, please see invoice attached.
>>>
>>> Thanks
>>> On 12 Sep 2017, at 10:24, Simmons Creperie <hello at simmonscreperie.com> wrote:
>>>
>>> Many thanks Antonella! Here is the invoice for you.
>>>
>>> Kind regards
>>>
>>> Raphi
>>>
>>> From: antonella at santini.co.uk [mailto:antonella at santini.co.uk]
>>> Sent: 09 September 2017 05:54
>>> To: Simmons Creperie
>>> Subject: Re: General Enquiry from the Simmons Creperie Website
>>>
>>> Thanks Raphi.
>>>
>>> Address: 177 Sutherland Avenue
>>> Extra gourmet toppings; NO, thanks
>>> Service times : this is a tricky one. How the party goes, guests arrive from 6:00 pm and if weather is decent, they scatter in the communal garden. The bonfire starts at 6:30 pm and fireworks are at 7:00 pm. That means that the majority of the guests tend to eat after watching the fireworks, but some teens probably will need food before/during fireworks as well.
>>> So the service time will be from 6:30 pm to 8:30 pm 2 hours
>>>
>>> Thanks!
>>> On 8 Sep 2017, at 14:15, Simmons Creperie <hello at simmonscreperie.com> wrote:
>>>
>>> Hi Antonella
>>> Great! I'll raise an invoice for the deposit. If you could please just confirm the address of the event, if you want any extra gourmet toppings and confirm service times
>>> Have a lovely week end
>>> Kind regards
>>> Raphi
>>>
>>> Sent from my iPhone
>>>
>>>
>>> On 8 Sep 2017, at 12:40, antonella at santini.co.uk wrote:
>>>
>>> Hi Raphi,
>>>
>>> Proposal if fine and thanks for yesterday`s call.
>>>
>>> Please, let me know how/when (credit card over phone?) can we arrange the deposit`s payment.
>>>
>>> Thanks
>>>
>>> Regards
>>> A.
>>> On 5 Sep 2017, at 16:13, Simmons Creperie <hello at simmonscreperie.com> wrote:
>>>
>>> Dear Antonella,
>>>
>>> Thank you for these details and your message and apologies for the delay in getting back to you, its’ been a been hectic this week with kids going back to school!
>>> Please find a proposal attached based on your requirements. 50pp is the ideal size party for 2 chefs which means there shouldn’t be more than a few minutes of queuing for your guests.
>>> Any question let me know, I’m here to help!
>>>
>>> Kind regards
>>>
>>> Raphi
>>>
>>> From: Antonella Santini [mailto:antonella at santini.co.uk]
>>> Sent: 05 September 2017 15:17
>>> To: Simmons Creperie
>>> Subject: Fwd: General Enquiry from the Simmons Creperie Website
>>>
>>> Hello Raphaelle,
>>>
>>> Thank you again for your email.
>>> Could you please let me know if the below requirements are ok with you?
>>> In case you are not available, I would have eventually to find an alternative catering.
>>> Looking forward to hearing from you.
>>> Best
>>> A.
>>>
>>> Begin forwarded message:
>>>
>>> From: antonella at santini.co.uk
>>> Subject: Re: General Enquiry from the Simmons Creperie Website
>>> Date: 4 September 2017 at 16:04:51 BST
>>> To: Simmons Creperie <hello at simmonscreperie.com>
>>>
>>> Thanks for your email.
>>> Just left a short message (dog started to bark:)!
>>> Here are the answers to your questions;
>>>
>>> Postcode of the event
>>> W9 1ET
>>>
>>> - Approximate time of service (from…until)
>>> 6:00/6:30 pm to 8:30/9:00
>>>
>>> - Number of guests
>>> Approx 50
>>>
>>> - Would you like sweet and savoury crepes or sweet only?
>>> Both
>>>
>>> - Would we be the main caterer or will there be other foods on offer?
>>> Main for sure, but I can consider something else (finger food) to help if people are “queuing” for the crêpes.
>>>
>>> Please, give me a call (07941 333123) so we can discuss further details.
>>>
>>> Thanks!
>>>
>>>
>>> On 4 Sep 2017, at 15:05, Simmons Creperie <hello at simmonscreperie.com> wrote:
>>>
>>> Dear Antonella
>>>
>>> Thank you very much for your request, we would be delighted to help!
>>> In order to provide you with an accurate quote, could you please just advise on a few details:
>>> - Postcode of the event
>>> - Approximate time of service (from…until)
>>> - Number of guests
>>> - Would you like sweet and savoury crepes or sweet only?
>>> - Would we be the main caterer or will there be other foods on offer?
>>>
>>> Many thanks!
>>>
>>> Kind regards
>>>
>>> Raphaelle
>>>
>>>
>>> <image001.jpg>
>>> Traditional crepes & galettes
>>> 07815530360 – www.simmonscreperie.com
>>> <image002.png>
>>>
>>>
>>>
>>> From: Antonella [mailto:antonella at santini.co.uk]
>>> Sent: 04 September 2017 06:43
>>> To: hello at simmonscreperie.com
>>> Subject: General Enquiry from the Simmons Creperie Website
>>>
>>> From: Antonella
>>> Contact Number: Santini
>>> Email Address: antonella at santini.co.uk
>>> Event Type: Private Parties
>>> Event Date: Saturday 4th November 2017
>>> Hear about us:
>>> Google Search
>>> Comments:
>>> Guy Fawkes party (fireworks in communal garden). Party in our own patio (weather permitting) and house
>>>
>>>
>>> <Proposal Antonella 04.11.2017.pdf>
>>>
>>>
>>> <Invoice Antonella 04.11.2017.pdf>
>
>
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