I am going to preface this by saying that I am always on time, and if by any chance I am running a little late, I always call and let people know what is going on.
I had booked a tour for the other day for a group of people, and well, as you can imagine, it took us a little longer to get to the brewery than expected. Now, if you book a tour in advance, they will tell you to arrive at least ten minutes early to make sure they don't give away your reservation, and to call if you are going to be late. I called the brewery dutifully to inform that that we were three minutes out, and that we were just up the street and was immediately shot down by the sales and tour representative who told me that our spots on the tour had already been given away, and we'd been told that we had to be ten minutes early to keep our spots and no, there was absolutely no way we were going to have a tour that day.
I was, understandably, very upset.
Our group decided that we'd go to Steam Whistle regardless, and see if we couldn't get onto another tour, or at worst, sit on the patio and have a beer.
Luckily when we arrived we were able to speak to an incredibly helpful guy who listened to our problem about the reservation, and resolved it: he took us on a short 15 minute tour highlighting all the major tour information, and made sure we had our delicious samples of Steam Whistle. Gratifyingly, he also dressed down the employee who had summarily dismissed me over the phone.
The customer is supposed to be right, even when they are wrong. However, I was incredibly impressed by the Steam Whistle staff who work hard to ensure that customers have a great experience.
I'd recommend a tour, I'd recommend taking the tour. But you'd better arrive twenty minutes before the tour or you will be cut from the list.
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