Apple Store

Matt Pierce is a most refreshing staff member that I have ever met in an Apple store in Australia.
I value most of all his professionalism, customer-focused mindset, patience and excellent grasp of technical matters.

Before Matt said hello to me on  Wednesday 6 July 2016 at the Apple store at Miranda Westfield (NSW), I had personally experienced what seemed to be a most difficult journey just to get to the  stage of meeting a technician at an Apple  store.   

My Apple product was faulty -  but I also learned that Apple stores can also learn to improve the process for a customer seeking technical help with a product.  (refer to my recommendations below).

Back to Matt....Matt explained to me upfront of how he would approach resolving the technical issue with my Apple product.  He explained to me with clarity and never in a condescending manner.   Matt looked me in the eye with a helpful look.   He focused on resolving the problem - but better than this, reassured me with engaging consideration, displayed excellent knowledge without a boast and just delivered!  He told me when he required more time on a certain phase of the resolution process.

Matt gave me options to consider along the consultation process and still was efficient in dealing with my faulty product.   I would say that Matt is not only great at resolving technical matters but also significantly in people handling - whether customers or staff.  He also articulated on the various help channels I can utilise in the future should I require this.  And I also value his patience.  

Matt demonstrated to me that whatever roadblocks we faced together on this faulty Apple product could be overcome  - through logic, a willingness to discuss and with the help of his good technical and professional approach.   All resolved for me by Matt under an excellent time frame.

Matt's Manager at the Miranda Westfield store  - Alexis, if I caught this name right - was spot on doing his role!   I noticed he kept an eye over the store to come on a  timely basis to help resolve any matters which his staff could not handle.  Alexis came back to me at the tail end of the technical consultation process with Matt and courteously asked if every thing was going all right - a much appreciated question that you also get at fine dining places.

Before Miranda,  I had visited the George Street Apple Store in Sydney CBD and already observed some shortcomings.   

However,  Giocomo was my first point of contact (AS1) at the entrance of this store and I found him to be helpful, patient and professional.   

At the same time, what I also sensed is that the role of AS1 has to be supported further by Apple stores - again, my recommendations are below.  


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My observations below relate to my experience at the George Street Sydney CBD and Miranda Westfield Apple stores:


The Apple store staff member making time bookings for technical attention requests (AS2) for customers  - which is the second point of contact for a customer (C) visiting the store,  must learn to be more pro-active.  These are the questions I recommend AS2 consciously articulate and be mindful about when interacting with customers.

AS2-1:  Have I informed C of the maximum time in minutes within which C has to turn up after receiving the text message  that the technician is ready to see C?   This shall greatly assist C to not physically wander too far away from the store.

AS2 -2:  Have I reminded C to put audio notification on C's mobile settings?  Apple cannot assume that C has switched on such audio notifications all the time.  People do switch off their audio notifications at requests of their employers, at meetings and so on.

AS2-3:  Have I  gently highlighted to C that why Apple can only offer estimated times when the technician can see C?  If so,  C can then better appreciate the variety of technical matters technicians handle with a diverse lot of customers, each unique, some easy to resolve and others requiring exploration  of all possible solution options.

AS2-4:  Have I mentioned to C that the text message, sent as such from Apple, does not have a facility for a response from C to a live person and that it is all run on automated software?

AS2-5:  C may not necessarily reside within 25 km of the Apple Store visited.    If C has informed upfront to AS2 of the effort and time taken to just arrive at the Apple Store, it is not small talk, he or she is crying for help.   AS2 is recommended to not just follow any prescribed conversation script, if any, but interact with more empathy for C who may have taken the whole day off just to come into an Apple store.


I urge all AS2 staff members to just follow a simple guide - how would I best help a customer if that customer was me?


C then can leave the Apple store after making an appointment, better understanding the limitations faced by all parties seeking technical help in an Apple Store.

When the same C returns to the Apple Store following up on a text reminder  (that the technician is ready to attend to C) and then finds that C's appointment is cancelled for no upfront reason, AS2  must seat the customer in another area away from the queue, offer to find out why with other staff if AS2 does not know, instead of silently staring at C  -  and always keep in mind C is still interested in Apple despite al the roadblocks faced (that is why C came back).

Where AS2 is not trained well or does not have the mindset to manage such a situation, each Apple Store must have a fellow mentor staff walk about to identify such situations and help defuse /resolve the matter.  In my experience, Alexis the Manager at the Apple Store Miranda Westfield was quick, alert and business focused sufficiently to do this on 6 July 2016.


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My other recommendations (ASR) to Apple Stores from my experience in the Sydney NSW area are:

ASR1 :  Do not penalise customers who are keen and responsible enough to turn up because of the behaviour of others who make appointments and do not turn up.  Not all customers are the same.

For example, I always phone (and not just text)  the restaurant asap when I cannot make it to a dining booking.

ASR2:   Customers seeking technical help often have no other choice but make the effort to visit because they have exhausted other means of trying to resolve technical issues with their purchased Apple products.

The open floor plan of an Apple store, with no obvious clarity as to which sections or Apple Staff are dealing with sales, information queries, administrative functions or technical help, is not on.

ASR3:  It is a good idea like Apple does have a dedicated staff  (AS1) to be the first point of contact for any customers walking into an Apple Store.   However on days with crowds, it can be not easy to know who is that person and even the dedicated staff may be taken away by other arrivals on other matters and not standing in front.   All Apple staff are wearing the same coloured T shirts but that is not sufficient to further identify AS1.

Why not make this clearer by having AS1 stand behind a welcome portal?

ASR4:  It is so easy to separate the Apple store into three sections - Information, Sales and Technical Assistance - and make them clearer as to which part of the Apple Store attends to which.Simple English is better to be used and avoid references like the Genius Bar, which is simply a Tech Hub.

Apple may like open office or store plans but this is not helpful to a customer.

ASR5:  I have encountered some Apple store staff who are on the front line with customers (either by phone or in person) having an over load of smugness and self-congratulatory sense they are the best, when such individuals can improve their customer engagement skills and realise that the best accolades are given by customers after they have had a good experience at the store, and not by self-indulgent talk by staff members before anything is done.

ASR6:  Apple is proud to have more customers, but by having a larger growth in customer numbers, it must seriously rethink the number of Apple stores to help in technical service after customers outside the capital city areas have purchased their products.   These are customers who have got nowhere to solution to their Apple related problems after trying on line, using the Ap[p or talking to someone on the phone.

ASR7:  Have Apple staff members wear first name tags   - be proud of who you are.

ASR8:  Allow AS1 to offer customers up front some thing easy to refer to ( a pamphlet, handy help card or direct web page reference) for better understanding how the process works in getting technical help at an Apple store.   This helps AS2 to avoid a lot of grief and effort in  explaining every time to a customer seeking technical help.

ASR9:   Apple stores can consider eliminating the role of AS2 all together if you can better support AS1 in  being the only layer customers face before they are directed to sales, administration, information enquiry or technical assistance.


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Chong Co Thai Miranda Westfield NSW

Huddled on an upper floor in a dining hub at the biggest shopping centre in the south of the greater Sydney area, Chong Co is best accessed from the same level rooftop car park.    The place has a variety of both food, drink and cocktails with a decor of a Thai theme, high raw ceilings and an over sized portrait of a young lady on an inner wall.   In the vicinity are a diverse choice of various cuisines.

Thai food can be tricky - the specific cooking reflects the origins, and may have influences from Chinese, Burmese, Malay and Indian styles.   Chong Co hails from the ACT, where there are more outlets and Miranda currently has the only Sydney branch.   The menu here seems to reflect standard items found in most Thai restaurants around Australia and New Zealand, with entrees like curry puffs, fish cakes and spring rolls; noodle dishes; soups like Tom Yung Goong; curries from Massaman to green and red versions; meats like barbecue chicken and roast belly pork.

The Pad See Ew that day (photo above) was a tad salty, but it came with bite-sized pork belly cuts, tasty and yummy.    Servings are good, service is fast and you can have a choice of seating by the glass panels to watch people go by or have inner chamber ambiance.  There were only two mocktails that day but I loved my Colada.   I am a fan of satay, so chicken skewers were ordered (photo below)  - the meat was nicely grilled but the sauce was a tad under in oomph and strength, though sufficiently peanuty.

We could not figure out why they had lots of packed noodles lined up on the shelves above the cooking bar.  I had expectations of finding an unusual dish here but it was not to be.   However, regulars find it reliable and consistent - and the drinks bar adds a jest to the cuisine, all with various levels of spice and kick.

Chong Co Thai is fully licensed and located at Shop 4004, Westfield Level 4, Miranda NSW.

Opening hours are from 11am to 10pm every day.
Contact    + 61 2 9542 7170



My impressions of Chong Co Thai at Miranda Westfield, NSW:
Ambiance: 3 out of 5

Customer Engagement: 3.5 out of 5
Culinary Delight: 3 out of 5
X Factor: 2.5 out of 5
Overall:    3 out of 5

 

Babyface Kitchen Wollongong NSW

White radish salad, soy and Wasabi mustard grace the careful presentation of the raw slices of Hirashima King Fish.

Burnsbury Hospitality, with its themes on catering and dining functions, has recently opened something transformative for dining in the Wollongong city area.  They already operate 2 Smoking Barrels with craft beer at 9 Crown Street  - the Illawarra Brewery - and Son of a Gun food in conjunction with Mel Cox at Sifters Espresso.  The crafted beer theme continues in the Babyface Kitchen, but with a tilt towards fine Euro wine lists, fish and a strong emphasis on fusion creations with a Japanese flair.

The crispy skin Hiramashi King Fish is also done by Babyface in Miso broth  with herbs for a mains, instead of raw slices as in the entree.  Perhaps this selection of fish echoes the Babyface Kitchen's attitude, philosophy and adventure in preparing its fare for its customers.   My fellow luncher and I loved the paper thin raw slices we chose as starters and they came out precise, delicate and flavourful with every little bite.

Duck spring rolls are uplifted with Naam Jing Kai (Thai sweet sauce) and a radish salad.




An eight seater round table is also available for bookings. This aligns with community eating at the rather long bar and contrasts with tables for twosomes along the wall on the other side.  Babyface has extended further for customer seating into the original back room recesses not used by Pellegrini Cafe, the previous occupant.

Have Gavin Tidbury and Andrew Burns been bold in this latest venture, echoing their culinary philosophy in bringing crafted delights with a strong contemporary approach for discerning diners - and lifting the game in Wollongong? 

Meats are sourced from a Sydney based supplier, Vic's Meats.

What I would aim to try next time around is the Charcoal Chicken, flavoured by Togarashi (chilli pepper of capsicum) and garnished by lime, in half or whole chicken serving. 

Yuzu Kosho and Ponzu decorate the Borrowdale pork belly, garnished with apple puree.   The former is a fermented seasoning of Yuzu citrus, salt and chilli peppers, an icon from Kyushu Island.   The Ponzu is a derivation of the English word "Punch" as a citrus based sauce, often bottled in glass containers and used as dressing for light grills or utilised as dips for the Shabu Shabu hotpot.   Ponzu is usually made with Kombu (seaweed), tuna related Katsuobushi flakes, soy, rice vinegar and Mirin rice wine, before adding the vital ingredient of juice from lemon, Yuzu fruit or another citrus

The two of us on a rainy Sunday had the full attention and service from the young lady staff who was at ease with conversation, information and customer engagement.
The menu is divided easily into small, medium and larger serves - and then you work your way through and around, depending on your appetite and mood.

Cold Soba noodles with a pesto relish and a slow cooked egg.

The Babyface Kitchen is fully licensed and located at 1/179 Keira Street, Wollongong NSW  - the site formerly occupied by the iconic Pellegrini's.  
Opening hours are from 6pm to 10pm every Monday; from 6pm to 11pm every Wednesday and Thursday; from noon to 3pm from Friday to Sunday; from 6pm to midnight every Saturday; and from 6pm to 10pm every Sunday.  It is closed on Tuesdays.
Contact   +  61 2 4295 0903
BYO for Friday lunches only with corkage charged at $10 per bottle or per six pack of beer.


My impressions of the Babyface Kitchen in Wollongong NSW:
Ambiance: 3 out of 5

Customer Engagement: 4 out of 5
Culinary Delight: 4 out of 5
X Factor:  3.5 out of 5
Overall:    14.5 /4 out of 5



Recommended Menu choices:
Red Miso lamb ribs, sprinkled with toasted hazlenuts and a sauce lightly flavoured by ginger scallions. (Medium size)
Ho's Pork Gyoza, with soy, red vinegar and green tea salt.  (Medium size)
Fraser Island spanner crab rolls, served with lemon, avocado and Iceberg lettuce on a warm Brioche.  (Medium size)
Hokkaido scallops served with Umeboshi (pickled salt plums),  Pistachio and white soy on a sesame Nori cracker. (Nori Maki refer to rice crackers wrapped in seaweed).

 

HarbourFront Level One Wollongong Harbour NSW

Tortellini of Ricotta and mushroom filling half hidden under a heap of peas, mushrooms and a fruity, semi soft Taleggio cream sauce.




Several people living outside Wollongong have asked me why I wish to reside there  - added with some of their perceptions and sincere curiosity.  I say, come down to look around, when you can, and not just pass it on the way to that camping or those relatives a few hours further down the South Coast of this rather large state of New South Wales.

In the greater Sydney region, getting to a restaurant like Level One can be already a logistical exercise in perhaps riding on a  ferry (like to Manly), finding a place to park the vehicle  (like in Bondi) and then driving for at least half an hour home after dinner.   In Wollongong, I have world class views of the ocean, the Escarpment and of a quiet marina, having access to fresh seafood and then coming home in under ten minutes.
The Illawarra is neither far from nor near to Sydney proper, buffeted against the excesses of the Big Smoke by the Royal National Park ( Australia's first) and it is where big city people can come for a weekend getaway.

I was most recently at Level One twice in one particular week, once for dinner and then followed by lunch.  On both occasions I was impressed by the attentive service, the way we were greeted and the care with which the staff ensured we enjoyed our experience.  The culinary standard is consistent at high and delightful levels - this time around I was fascinated by how the Sashimi was served.  There are reasonable meal packages of two or three courses, even in the evenings.

My dining companions and I did not feel rushed.   There was a variety in the menu, not confined to just the harvest of the sea.   You can have your beef Brisket, pulled pork, lamb meatballs or Chicken breast.   The offerings have imagination, taste and use of clever ingredients.  Rose fairy flavoured floss lift up your Vanilla Creme Brulee; Dutch carrots, potato mash, peas and matching sauces complement in flavour of that of the main item you desire on your plate.

An alternative way of presenting the Tuna and Kingfish Sashimi.


I have to remind myself that Level One is not just a seafood restaurant, it strongly emphasises its capability for parties, getting people together and has a good drinks menu as well.     The bar is wide enough, the barmen are engaging and there is sufficient space for different groups to huddle away.  Vehicle parking space is reasonable just outside the restaurant, though often I did find spaces filled up but it is just a quick nip otherwise to drive nearer the Lighthouse to park your vehicle.

You can go for relaxing walks at the nearby Belmore Basin, which now has two obvious bright orange reflector boards to alert incoming boats about the proximity of the Basin.  On another occasion, we had the fortune to watch a small and intimate wedding party take their vows at the Basin and then proceed to a meal at the Harbourfront.  Instead of crowds of ferry passengers or backpackers, we saw families and youngsters soak in a lifestyle that is no longer so common on the shores of Sydney, now replaced by gamblers, tourists, students and the nouveau rich  (rich in material things, but not in the real things that matter, perhaps).

If you can, soak in the ambiance of an evening at Level One.  There is an upstairs related  dining area  which offers different pricing.  I suggest begin at Level One and then make a table booking upstairs on another  bigger occasion.  Level One is a tad more informal and you can still have a good culinary experience.

If you feel Italian one day, there is a Salumi platter, with Quattro Stelle, San Daniele Prosciutto and Truffle Pecorino and Parmesan cheese bites.   If you feel more Japanese on another day, take your pick from Yellowfin Tuna, Haramisa Kingfish or salmon.   Braised octopus, Kilpatrick oysters and pan seared Atlantic ocean scallops are what caught my eye from the Ala Carte menu.

Belly pork with carrots, bacon, potatoes and gravy  - Yummy yum!

Harbour Front Level One is located at street level at 2 Endeavour Drive  in the same building that overlooks the marina at Wollongong Harbour, NSW.   It is fully licensed.
Opening hours are for lunch every day and from Wednesdays to Sundays for dinner.
Contact + 61 2 4227 2999


My impressions of Harbour Front Level One in Wollongong NSW:
Ambiance: 3.5 out of 5

Customer Engagement:  4 out of 5
Culinary Delight: 4 out of 5
X Factor:  3 out of 5
Overall:   14.5 /4 out of 5

Recommended Menu Choices:
Tortellini with fillings of both Ricotta and mushrooms, heaped under peas, mushrooms, a Taleggio crream sauce.
Smoked salmon Bruschetta.
Pan seared Atlantic Scallops with a cauliflower puree, Chorizo sausage cuts, Asparagus and pea Salsa.
Zucchini flowers filled with a roasted Capsicum and Ricotta filling and graced by sweet and sour peppers.
Peanut Butter Parfait, graced by a chocolate cookie, a spiced Rum and Chocolate Ganache and a Peanut Brittle.
Sticky Date Pudding, accompanied by a Vanilla Bean Gelato and hot Butterscotch sauce.







 

The Cuban Place Sydney CBD NSW

Coffee and chocolate Mocha Dome with candied peanuts, sweet peanut roll and a dollop of salted caramel ice cream.

Black beans are an integral part of Cuban cooking and cuisine, together with bay leaves, garlic, rice and red kidney beans.   The classic and pervasive presence of black beans and rice  had resulted in a traditional dish called "Moors and Christians".    Sofrito, a heady seasoning mix of green pepper, Oregano, ground pepper and onions, results from quick frying.  

This had led to my prior silo perspective about Cuban food, the preoccupation with sauteing as a cooking technique, plus the imagery of the tropical climate, sugar cane plantations and laid back non-chalance, especially before the USA removed long time embargoes on the sizeable island nation in the Caribbean.

I had missed the point.     Being located at the cross roads of African slave routes, Spanish adventurers, indigenous Taino tribes,  French Caribbean and Portuguese trading routes, and Arabic ingredients, Cuba had years of experimenting with fusion, diverse cultural vibes and ingredients.   I am reminded that many of the produce we take for granted in culinary disciplines today were originally from near Cuba - all types of chillies, tomatoes, corn, cocoa, potatoes and more.     I was amazed when I was told there is a significant Chinese quarter in Havana.  Cuba is relatively near to Florida USA compared to Australian travelling standards.  So there you go, my earlier pre-conceptions about Cuban cuisine were properly and rightfully smashed at this very juncture.

Twice cooked pork neck with a creamy corn, black bean puree and Cassava crackling combination.    The puree and corn matched the pork but I found it a generous serve overall.

Beer battered fish comes with a corn Tortilla.   Plantains are deep fried and served with a Merken sauce  ( a heady Chilean blend of smoked and dried chillies with cumin, coriander and salt).   

Jalapeno, garlic, onions and various spices are used to uplift deep fried chicken wings.      This was what I observed about the easy snacks to accompany the various bar offerings at the Cuban Place, tucked away in another world once you get inside a rather spacious venue for a CBD location.   The place is not bright like a Chinese restaurant, lighting is subdued and there are corners to hide away.  Can I hold a cocktail gathering here?  Of course.     Can I hold a private corporate function?  When would you like to book....


The piped-in music, ethnic, party like and uplifting enough to make you want to dance between courses, does not come in early at dinner time, but only thoughtfully brought in when you have savoured the culinary delights.   This is when the Mojito had set into the senses.  Havana is the birth place of this Highball, concocted in the mists of history either by sugar cane plantation slaves or through episodes involving Brit adventurer Sir Francis Drake, claimed to be a favourite of American author Ernest Hemingway and may be linked to the lime seasoning or marinade with a related name - Mojo.    Nothing to do with Emojis or  the oft-used phrase, "My Mojo", this sauce originated from the Canary Islands to the east of Cuba.  This brings home to me once again the cosmopolitan outcomes of Cuban food.    Mojo is often used on native central American root vegetables like the Malanga, Yuca and the Boniato.

Grasslands premium 250 gram Scotch fillet accompanied by rosemary and garlic flavours and twiced cooked potatoes.

Latin American cuisine has expectations of De la Parrilla - "from the grill".  The dry aged ribeye at 110 grams comes at a $110 price tag, whilst the Wagyu Rump from Oakleigh Ranch is at $47.  All such grills come with a mushroom medley, Chimichurri sauce and sauteed potatoes.

Historic Cuban approaches to meats are to first marinate them in lime or orange juices before roasting to such an extent that the meat falls off the bone.  I may have missed the availability of the Boliche, a beef roast stuffed with hard boiled eggs and Chorizo sausage, an awesome idea for a hungry night!    To me, I understand the underlying philosophy in Cuban meat preparation is simple - dried spices with fresh meats.

Thirteen of us at the table were exposed to a spectrum in recipes of seafood, meats, salads, desserts and wines, though the latter was obviously not from Cuba itself.  I found it stimulating in conversations with my fellow diners - with their detailed observations and facial impressions, when tasting, most delightful to me.

Crispy leek, Kipfler potatoes and a Varadero Sofrito Confit  dressed the pan fried Barramundi.

I so loved my fish mains -  the freshness of the Barramundi seeped through its tender and rather amiable texture.  Yet the skin was crispy and the traditional Sofrito sauce did not clash with the inherent nature of the seafood.  I am not usually comfortable to have potatoes with sea produce but this dish showed me why they are used together.    Leek was in the background, contrasting with the solidity of the other ingredients.

We had kicked off the dinner with a sampling of the Kingfish Ceviche.  This set the tone for me.  I  appreciated the delicateness of this carefully crafted presentation, oozing with different sensations and yet it all held together to get the appetite going.   Every little mouthful revealed, mystified and satisfied.

The staff were professional in engaging with us and yet made us feel thoroughly relaxed throughout the evening.    The Sommelier was passionate in his description of each wine degustation, telling us the background, the notes, the highlights, the cautions and why they were matched with our food courses.   I recall fondly the sight of the young lady staff member who wore a striking red in her pretty Cuban dress  - what an uncommon sight in Sydney, far away from Havana as it can be!

Gnocchi made with green banana  and potato, served with  a sauteed mushroom Consomme and shavings of Manchego cheese.

The Wine Degustation:

Trumpter Torrontes 2015 from Mendoza Argentina  for the entree (Para Empezar).

The mains ( or Fondo) were graced by a Rapel Valley, Chile 2014 Carmenere (Santa Rita Reserve).

To accompany the dessert or Postres, we were served an Oscatel from the Limari Valley in Chile - a 2014 Santa Rita late harvest of Alexandria/ Gewurztraminer. This was my personal  top choice that evening after a long day, for its lightness and not over sweetness struck the right notes with me.






The Cuban Place is located at 125 York Street, opposite the bus stops at the QVB, in Sydney city centre, NSW.   It is fully licensed.
Opening hours are from noon till late from Tuesdays to Fridays; from  5pm till late on Saturdays; and closed for private functions on Sundays and Mondays.
Cuban and Latin American music band in attendance on Friday and Saturday evenings.
The bar is open from 3pm from Tuesdays to Fridays and from 6pm on Saturdays.
Contact + 61 2 9264 4224


My impressions of the Cuban Place in Sydney NSW:
Ambiance: 3.5 out of 5

Customer Engagement:  4 out of 5
Culinary Delight:  4 out of 5
X Factor:  3.5  out of 5
Overall:   15/4 out of 5

Recommended Menu Choices:
Pan de Queso - tapioca and cheese puffs, garnished by Cuajada Seca, quince relish and guava.
Tamales con Cerdo a la Criola - hand made Tamales accompanied by a marinated pork cutlet.
Ropa vieja de Cordero  -  Aussie lamb is braised with yoghurt and served with tomato Salsa. melted onions and Confit garlic potatoes.
Sustainable fish of the day, graced with Kipfler potatoes, Varadero Sofrito Confit and leek strips.
Mocha Dome, with sweet peanut roll, salted caramel ice cream and candied peanuts.



This blog writer dined with the courtesy of the restaurant and arranged by Zomato.
It was a pleasure to be able to meet up with fellow bloggers.