Frequently Asked Questions 常問的問題

  • 2019-01-26

Frequently Asked Questions   常問的問題

 

Q1.  What makes E&T a luxury pet spa and different from all other grooming shops?

A. E&T is a luxury spa for dogs because we conceptualized our store based on luxury spa for people.  We have strict membership policy to ensure that our beloved pet receives a different level of attention and service unlike any other common grooming shops.

問:是什麼讓E&T豪華寵物spa中心與其他所有美容院不同?

答:E&T之所以與眾不同,是因為我們是以人的豪華spa中心概念為基礎來設立我們的店。不同於任何其他常見的美容院,我們有嚴格的會員規章,以確保您心愛的寵物可以獲得一個不一樣程度的關注和極致的服務。

 

Q2.  Are the troubles of adhering to a strict membership policy really worth it?

A. The answer to this question is strictly subjective to what you are looking for in a grooming shop.  If you are just curious or looking for new bath and grooming shop, E&T luxury spa may not work well for you because of our strict membership policy and higher price entry point.  But if you are serious about looking for a place long term that focuses on complete personal attention and can accommodate any changing need or condition of your dog, then E&T is the right place for you to become a member.  We will work hard to continue to improve and grow with your pet’s changing condition to take good care of our precious little customers.

問:對於需要會員遵守嚴格的規章所造成的不便真的值得嗎?

答:這題的答案是非常主觀的,在於您在找尋一個什麼樣子的寵物美容院。如果您只是因為好奇或單純在尋找一家新的美容院,E&T可能不會是最適合您的寵物美容院,因為我們有嚴格的會員政策和較高的基本消費。但是,如果您是慎重的要尋找一個可以長期專注在提供一對一的服務,並可以隨時接受及滿足您的狗不斷變化的需求或狀況的地方,那麼E&T將會是您成為會員的正確選擇。我們將隨著您的寵物不斷變化的條件,繼續努力進步和成長來照顧我們珍貴的小客戶。

 

Q3.  Why do we require membership before any service can be performed?

A. We have a strict set of rules and policies not found in other traditional grooming shops to carry out our concept to provide the most attentive and professional service for your beloved pet.  In order for us to provide a spa like experience for your beloved pet and perform our best, we want to make sure that our potential customers take the time to read, understand, and agree to our membership policy so we can all work together to provide the best experience and service for your beloved pet.

問:為什麼在服務狗狗之前我們需要您的會員資格?

答:我們有一套嚴格的規則和政策,來貫徹我們的理念提供最周到及最專業的服務給您心愛的寵物,這些規則和政策是在其他傳統美容院都找不到的。為了讓我們為您心愛的寵物提供以人為概想     的spa服務,我們希望將來可能成為E&T的潛在會員可以花時間閱讀規章,理解並認同我們的會員政策,讓我們可以共同努力為您心愛的寵物提供最佳體驗和服務。

 

Q4.  Is NT 5000 requirement to start membership a membership fee and why is it required to become a member?

A. The NT 5000 is not a membership fee.  It is required to begin a membership because It is a deposit for first time member to our pet spa.  Unlike other pet grooming shops, our membership policy include penalty fee for no shows and late cancellations.  The deposit is taken as a show of faith and to make sure our members take all of our policies seriously and take the time to really understand and decide if E&T is the right place for your need.  Since it’s not a membership fee, it is used to guarantee a reserved appointment and can be used for the cost of any service.

After NT 5000 is used up for services being performed over time, there is no need to deposit any additional money.  We are sure by the time the deposit is used up, members will have a good idea if E&T is a desirable place for your beloved pet so no further membership fee or deposit is required.

Since NT 5000 is merely a deposit when starting a membership to guarantee your appointment, any unused portion of the deposit can be refunded anytime at our member’s request should they choose or decide E&T isn’t the right place for them and their beloved pets.

問:請問為什麼需要會員入會費5000元才能成為會員呢?

答:5000元不是繳給E&T的會費,這是要成為會員資格的一個方式,第一次來E&T消費的家長需要先儲值5000元才能成為會員。與其他寵物美容院不同的是,我們的會員政策包括預約未到和遲到的取消扣款。儲值金可視為一種彼此的信任關係,並確保我們的會員認真地看待我們所有的政策,花時間真正了解並決定E&T是否適合您及您的寵物。由於它不是會員費,因此它是用於保證預約及扣抵您的寵物在E&T的任何費用。

若5000元在服務一段時間後扣抵完,就沒有規定需要再儲值任何的費用。因為我們相信,在儲值金用完之前,您已對於E&T是否可成為您心愛寵物美容的理想場所有些想法,因此不需要再提前支付儲值金。

因為5000元僅僅只是在當您成為會員時以確保您的預約,所以如果您之後選擇或決定E&T不適合您及您心愛的寵物,則可隨時以會員的身份要求退還剩下未使用的儲值金。

 

Q5.  Why is there no food allowed in the waiting room when waiting on a service during your appointment?

A. Our waiting room is meant to be a tranquil and productive place for members to be productive with their work or take a leisure break while they wait for the service.  We work hard to make sure our small space stays clean and fragrantly scented like a luxury spa.  Beverage is welcomed but food is prohibited to preserve the cleanliness and pleasant fragrance of a luxury spa.

問:為什麼家長在休息區等候時,食物是禁止的?

答:因為家長休息區應該是家長在等待寵物做spa時,一個寧靜而可以讓會員有效率的做他們的工作或是可以很悠哉的小憩一下的空間。我們努力確保我們的小空間是保持乾淨的,芳香如同豪華spa中心。飲料是被允許的,但禁止食物,因為要維持豪華spa中心的清潔和宜人的香味。

 

Q6.  Why is E&T appointment only?

A. E&T is strictly an appointment only establishment for our enrolled members only because we don’t function as regular grooming shops.  We require appointment only so we can be exclusive to your beloved pet during the entirety of your appointed time.  We strive to provide as much privacy and attention as we can to our beloved little members so we don’t take any walk-in customers and only honor last minute reservation for an appointment if there is a time slot available.

Our services are appointment only to provide privacy and attention.  Like human luxury spa, we prepare ahead of time for our clients coming in and note any special conditions or requirements before hand.  That way our specialists are well prepared ahead of time because we know who is being serviced and take note of any special attention necessary prior to the appointment.

Lastly, our appointment only policy serves as a safe guard to the quality of work and time your beloved pet receives.  Having no overlapping appointment time in our spa,  we never overload our work so there is no issue with taking in too many clients at once to compromise the overall experience and quality of work.

Without the appointment only policy, we would accept walk in customers and that would lead to disruption of our work load and work flow.  With appointment only, all of our members receive the same quality of service and never have to worry if the work is sloppy due to too many pets at once to increase work load and interrupt work flow.

問:為什麼E&T只採預約制?

答:E&T僅限於我們的註冊會員預約,因為我們不是一般常規的寵物美容院。我們只採預約制,因此我們可以在您預約的整個時段內專屬為您心愛的寵物服務。我們努力為我們心愛的小會員提供盡可能更多的隱私空間和關注,因此我們不會超接臨時的散客,除非臨時預約的散客在可以預約的最後一刻來預約,我們才會安排預約,即使是臨時的預約也需在沐浴前入會的。

我們的服務是預約制才能提供隱私和關注。就像人們的豪華spa中心一樣,我們提前為客戶準備並提早留意任何特殊條件或要求。這樣我們的美容師就會提前做好充分的準備,在知道有哪個寵物會過來被服務時,我們可以預先備註任何在服務前需要特別注意的事項。

最後,我們的預約政策可以安全地保障您心愛的寵物所接受的工作質量和時間。在我們的spa中心沒有超接的預約時間,工作人員永遠不會有負荷過多的工作,因此不會同時接納太多的客戶來影響整體的療程和工作質量。

如果沒有預約政策,我們可以臨時接受散客,這將導致我們的工作量和工作流程被中斷。只有採預約制,我們所有的會員才能都獲得相同的服務質量,不必去擔心同一個時段會有太多的寵物要被服務,因為一次性的工作量增加而導致草率的服務品質及影響療程的流暢度。

 

Q7.  Why is there a cancellation fee for a missed appointment or late cancellation?

A. As previously stated, we are an appointment only facility.  We provide a higher level of service because we lock in the time to specifically service your beloved pet and guarantee that there will be no other walk in clients.  We also make preparations ahead of time to make sure we do our best to serve your beloved pet at the specified appointment time.  This is the concept and execution of time “exclusivity” meaning we devote all our personnel and resources to the member that reserves the appointment time and no one else.

What our members are buying is the guarantee time to perform the service to serve them exclusively.  When there is a no show, a late cancellation, or late arrival to the point that services can not be performed because it will overlap into the time of next appointment for another member.  A cancellation fee will apply.

This is because members are buying and being held responsible for the time they reserve because its exclusive to the member who made that reservation.  We make our member’s appointed time exclusive to that specific member to provide the most attention and preparation.  Once there is a no show or for any reason the service can not be performed because of late cancellation or late arrival, that time is lost and our operation cost rises accordingly.  It’s why we have a policy for cancellation fee to hold each of our members responsible for the time they request and not pass on the cost to every member if there are too many or frequent no shows and late arrivals that would force us to increase the price for all members in the future to cover for all the lost appointment.

問:為什麼預約未到或遲到太久會酌收取消費用?

答:如前所述,我們是一個只接受預約的場所。我們提供更高水平的服務,特別預留了專門為您心愛的寵物提供服務的時段,並保證不會在同一時段超接其他客人。我們還提前做好準備,確保我們盡最大努力在指定的預約時間內為您心愛的寵物提供服務。這是時間“獨享性”的概念和執行,這意味著我們所有人員和資源都投入到每個預約時段的寵物上而不是其他人身上。

我們的會員所買的是保證他們專屬的服務時間。當預約未到時,超過時間取消或遲到太久導致服務無法執行時,它將會延誤到下一個預約時段的會員,所以將實施取消費用。

這是因為會員需對所購買的保留時段負責,因為這個時段是專屬於預訂的會員的。我們使會員的指定時間專屬於該特定會員,以提供最多的關注和準備。一旦預約未到或由於任何原因延遲取消或延遲到達而無法服務療程時,則該時間的損失會造成運營成本相對性的增加。這就是為什麼我們有一個取消費用的政策,讓我們的每個會員對他們預約的時間負責,如果有太多的預約未到和延遲抵達會迫使我們提高價格,變相的將營運成本轉嫁給其他的會員。

 

Q8.  Why are there no exception to the cancellation fee?

A. The short answer is to keep things simple and fair.  Once our members understand and accept that they are completely responsible for the time reserved because the appointment is set aside exclusively for their beloved pet and no one else.  Once that time is lost, it’s simply fair that the member who reserved that time is responsible to pay the cancellation fee for the time lost to keep our operation cost the same so it doesn’t pass along as price increase to even members that honored their appointments.

And there are no exception to cancellation fee because while there are circumstances beyond control such as family emergency and traffic; it’s not our responsibility to be the judge of each situation and it wouldn’t ever be fair if we were left with the power to be the judge of which circumstance is allowable and which still requires cancellation fee.

We trust these circumstances are more or less a one time incident and not a common pattern.  It’s not our intention to just take money and perform no service.  We don’t succeed or make money by just taking cancellation fee.  It’s the last thing we want to do.  The only way we truly succeed is to reward our members with a great service for their trust in choosing us.

But we have to enforce it without exception to make sure the policy is upheld and fair to all members that abide by the cancellation policy.  Reserved appointment time is “exclusive” to the member that made the reservation and we do our best to only serve that member during that time and no one else.  When there is a no show or late arrival beyond serviceable time, there is a cost associated with the lost of that appointment reserved exclusively to that member making the appointment.

It’s the ugly side of business to try to maintain our overhead cost.  So we have to keep it simple and fair by holding our members completely responsible for the time they reserve exclusively to serve them and we hold ourselves totally responsible to make sure we focus on nothing but the member’s beloved pet for that time to give our best service and most attention.

問:為什麼取消費沒有例外?

答:簡單來說是為了要保持事情的簡單和公平性。一旦我們的會員理解並接受他們對預約時間須負全部責任,知道預約的時段是特別為他們心愛的寵物所預留。當會員預約未到時,預約那時段的會員則有責任來全部負擔預約未到所造成的損失,以確保我們的運營成本相同,因此我們不會以價格上漲來彌補營運成本,因為這樣反而對那些準時到達預約的會員不公平。

然而為什麼取消費沒有例外,雖然有時會員預約未到的原因可能是家庭緊急事件及交通等無法控制的情況,但我們的責任並不是來當評判者,如果我們有權力判斷哪種情況是可以被允許當成例外的,哪些情況是仍然需要收取消費用的,那麼這也不會是一件公平的事情。

我們相信這些情況或多或少是一次性的事件,而不是一種常見的狀況。直接跟會員收取取消費用而不提供服務從來就不是我們的意圖,我們不會因為酌收取消費來得到成功或賺取利潤。因為跟您收取消費是我們想做的最後一件事,我們真正成功的唯一方法是以優質的服務來獎勵選擇信任我們的會員。

所以我們必須毫無例外地執行取消政策,以確保取消政策是被所有會員遵守及公平維護的。預約時間對於預訂的會員來說是“獨享”的,我們盡力在此時間為該會員的寵物服務,而不是其他寵物。如果預約未到或遲到太久而導致無法服務,而這個預約的損失僅由這位會員承擔。

試圖偷工減料來維持營運成本是企業醜陋的一面。所以我們必須保持簡單公平,讓我們的會員完全負責他們所專屬的服務時間,我們有完全的責任來確保我們全心全意關注會員心愛的寵物,以便給予我們最好的服務及最多的關注。

 

Q9.  Why is being on time for an appointment so critical?

A. As we explained previously about the “exclusive” time concept for our members.  In order to provide exclusive attention and care for your beloved pet, we’ve committed all our personnel to your pet for the time of your appointment.  Any other time outside of that appointment window is exclusive time to other member’s appointment.

That’s why we are super critical on the punctuality of time.  It’s not to offend or make our members feel less welcome outside their appointment time window.  We simply don’t have the space or extra manpower to accommodate and welcome our members outside of their time window.

We strive to serve all members equally and without exception and since E&T assures personalized attention and care for every beloved pet during the time of their appointment; any time that is outside the window of each member’s appointment time will complicate and compromise the attention and quality of service for the members that are before or after your own appointment time slot.

We have a small private intimate place with limited personnel so it’s critical that all our members understand and be considerate to honor the responsibility of the exclusive time concept to help us ensure all members get the best service and most attention during their own appointed time.

問:為什麼準時到達對預約來說這麼重要?

答:正如我們之前所講的,會員“獨享”時間的概念。為了給您心愛的寵物提供專屬的關注和照顧,每個預約我們都投入所有的工作人力來都照顧您委託的心愛寵物。任何在您所預約時間外的時段,都是其他會員的專屬預約時間。

這就是為什麼我們嚴格要求預約準時或只能提早5-10到達的原因。這不是有意冒犯或讓我們的會員在預約之外的時間到達時感到不受歡迎,而是我們根本沒有足夠的空間或額外的人力來容納和歡迎在預約時間之外到達的會員。我們努力讓所有的會員享有一樣品質的服務而沒有特權,因為E&T在服務療程期間要確保每一位心愛的寵物都受到一對一的關注和照顧。任何不是在預約時間到來的會員,都會造成該預約時段前後的預約服務品質變得複雜及妥協,也會分散美容師對該療程的專注力。 我們是一個人員有限的半私密環境,所以希望所有會員都必須理解並尊重獨享時段的概念及責任,以幫助我們確保所有的寵物在他們指定的時間內獲得最好的服務和最多的關注。

 

Q10.   Why can’t we accommodate early or late arrival?

A.  As previously stated with the importance of being punctual and within the window of the appointment time, members arriving too early will only complicate and compromise the time that is exclusive to the member before your appointment.  And arriving too late will not only run into the exclusive time that is reserved for the member that has the appointment after your appointment, it won’t give us enough time to perform the service properly and attentively for your beloved pet. A rushed service is worse than no service and that’s why there is a cut off time to being late to prevent a rushed service or time running into the next member’s exclusive time for their appointment following your appointment.

問:為什麼我們不能通融早到或遲到的會員進場?

答:如前所述,由於準時和在預約時間時段內到達的重要性,過早到達的會員只會讓在您前一時段的會員專屬時間變得更複雜並妥協。預約太晚到達不僅會延誤到您預約之後的下一個會員專屬時間,也不會給我們足夠的時間來為您心愛的寵物提供更專注的服務。因為匆忙的服務品質還不如不提供服務,這就是為什麼會有一個預約最晚到達的時間,以防止匆忙的服務或耽誤到下一個會員的專屬預約時間。

 

Q11.   What do we recommend to our members to get the most out of their appointment and service?

A. Our most honest and hopefully helpful advice to our members is to not think of E&T as a traditional dog grooming shop but rather think of us in terms of a luxury human spa for dogs.  With that said, the acceptance and understanding of buying time and time “exclusivity” is most crucial.  Secondly, we strongly encourage that our members should try to set aside an extra 5 to 10 minutes of their time when dropping off their beloved littles ones off for service. The extra 5-10 minutes allows you to relax and have a drink of beverage while giving our specialist more time to have a chance to discuss and inquire if there is anything else that needs their attention and also for our member to have a chance to communicate further with our specialist if there are any further special conditions or requests.

問:請問會建議會員該如何充分利用他們的預約時間和服務內容?

答:我們對於會員最誠實,最有幫助的建議就是不要將E&T視為一般的傳統寵物美容院,而是將我們視為一個豪華人類等級的spa中心。話雖如此,接受和理解購買時段和時間的“獨享性”是最重要的。其次,我們強烈鼓勵我們的會員在送心愛的寵物來服務時,可以騰出額外的5到10分鐘的時間停留在E&T。這額外的5-10分鐘可以讓您放鬆一下或在E&T享用一杯飲料,同時讓我們的美容師有更多的時間和您討論及詢問是否還有其他需要注意的事項,也可以讓您藉由這個機會來跟美容師溝通做更進一步的特殊條件或要求。

 

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This concludes the first edition of Q and A to our members.  If there are still questions left unanswered, please feel free to let us know and we will personally answer your question.  When we have compiled a new set of questions after this edition, we will publish the second edition of Q and A.

E&T is meant to be a place of luxury and retreat for your dog while providing them with the most personal attention tailored to your specific little ones.

Like a luxury spa for people, it is meant to be a tranquil place to offer high quality service when people choose a specific time to enjoy and relax.  That is why all our services are appointment only and time exclusive to just serve that specific member at that specific appointment time.  We would really advise every member to start thinking in terms of that concept to help us transform into a place that is most attentive to your beloved one and move forward to other services beyond just simply basic grooming and become a full functioning luxury spa for dogs.

With membership comes with privilege of more personalized attention.  We welcome all requests and special instructions to service your beloved one.  We will do our utmost to meet all your requests and needs within reason.  If at times you are disappointed with our service or for any reason our service didn’t meet your expectation, kindly let us know and we will continue to improve in earnest to meet your need and continue to try to correct or improve until we can live up to your expectation.

Every member’s beloved pet is different in condition and temperament.  It’s our hope that the time exclusive concept will offer each member a chance to tailor their reserved time to their exact liking and preference to best pamper their beloved pet.

Since the reserved appointed time is exclusive to the member, we strongly encourage open communication from our members.  The more our member can openly let us know exactly what they expect us to do or what we can do during that time to make your beloved ones feel the most special before the actual appointment, the more our team can prepare ahead of time and be ready to make each visit specially unique to only your beloved pet.

As always, we’d like to thank all our members for their understanding and continuing support.

 

Sincere gratitude,

 

E&T management

 

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這是給會員的第一版Q&A問題。如果仍有沒有解答到的問題,請您隨時告訴我們,我們將個別回答您的問題。當我們在這之後又收集了其他常見問題時,我們將會發佈第二版的Q&A。

E&T的宗旨是為您的寵物提供豪華及休閒的場所,同時為您的寵物提供最貼切的客製化服務。

就像人們的豪華spa中心一樣,當人們選擇特定的時間享受和放鬆時,它是一個提供高品質服務的寧靜之地。這就是為什麼我們所有的服務都採預約制而且僅限於在特定預約時間內為特定會員服務的時間。我們真的希望每個會員開始思考這個概念,以幫助我們轉變成一個最關注您心愛寵物的地方,並更進一步的提供其他的服務,而不僅僅是提供簡單的基本美容技術,是一個可以提供全方位服務的狗狗豪華spa中心。

會員所享有的特權是我們為寵物帶來更多的客製化關注。我們歡迎會員所有的要求和特殊指示,以服務您心愛的寵物。我們將盡最大努力滿足您的所有要求和需求。如果您對我們的服務感到失望或因任何原因覺得我們的服務不符合您的期望,請告知我們,我們將繼續認真改進,調整以滿足您的需求,不辜負您對我們的期望。

每個會員心愛寵物的狀況和個性都不同。我們希望時間的獨享概念將為每位會員的寵物提供一個被一對一服務的機會,讓我們可以在預約時段依照會員的喜好和偏好來寵愛他們心愛的寵物。

由於會員獨享預約時間,我們強烈鼓勵會員跟我們表達自己的意見,讓我們可以更知道會員對服務的期望,或者在此期間我們可以做些什麼讓您心愛的寵物在實際預約之前感到備受重視,我們的團隊可以提前做好準備並讓您覺得每次的療程都是對您心愛的寵物特別準備的。

一如既往,我們要感謝所有會員的理解和持續的支持。

 

真誠的感謝,

 

E&T管理團隊

 

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Dec.2018 Newsletter to E&T members

  • 2019-01-19

Newsletter to E&T members

 

It is an honor to formally address our members for the first time on behalf of E&T management. It has been around a year since E&T has gone under a new management. In this newsletter, you will know in depth what E&T strives to provide and serve our valued members and what you can expect from being a member of E&T luxury pet spa.

 

Emily Chang founded E&T luxury pet spa in 2015 out of her love and passion for her own dogs. As with most service oriented businesses, it was born out of necessity and desire to want something more for her own beloved pets. Wherever she went for grooming, there seemed to be something missing. It wasn’t just about whether the service was good or bad, she wanted more than that for her special dogs.

 

What was missing is the time and space to care and pay careful attention to her dogs not only while they were being serviced but also to the time she picked them up after the service was completed. Even continued visits to the same groomer often resulted in her pet becoming just a routine and habit for the groomer as time went on. And instead of paying more attention to the changing conditions of her dogs, the details started to slip because it became routine and a habit for the groomer. Hence the plan to have a different kind of pet salon was put in motion.

 

The name E&T stands for Emily and Teddy. Teddy being her first and most beloved toy poodle. The name of the shop isn’t just derived from the name of the owner and the name of her first pet. It’s symbolic for how closely Emily holds Teddy to her heart. She has never looked or treated Teddy as just a dog. In her world, Teddy is more of a real son and a big part of her life than just a pet. The symbolism of E&T is about the bond of an owner to her dog and the value of such relationship.

 

It is from this symbolism that provided the core value of what E&T strives to uphold and achieve. We hold ourselves to a higher standard because we know how special and meaningful each beloved pet is to their owner like how Emily sees and treats Teddy.

 

It’s not all about business and profit with E&T. It’s about love and attention. Every dog that comes to E&T deserves the same attention and care as if they were someone else’s most precious sons and daughters. We have membership rules and policies that are strictly enforced without exception to prioritize our time and attention to the beloved pets that are entrusted to us. Our rules and policies are not found in any other grooming shops because we don’t have the same goal and agenda as any other grooming shops.

 

The desire and intent of having a place like E&T is to be able to provide a tranquil and professional place to bath and groom your beloved pet with attention to detail. It was evident that most if not all of the other dog grooming services out there were all about production and turning quick profit like car washing stations.

 

Much like conventional car washing stations that has one procedure for all cars, so do most grooming places. Sure, car washing stations make a car clean and shiny in the end. But cars are just machines and all they require is someone following the proper procedure. With dogs, it’s much different than to just have a professional going through habitual routine. The work is the same but the attention to detail is critical because every dog is different in current condition, temperament and in personality. Just being a professional isn’t good enough especially when all shops are eventually more focused in serving as many dogs as they can each day to generate profit.

 

All that is left is professionalism in the same routine like car washing stations because there isn’t time to pay personal attention to the dog being serviced. Eventually, everything is just a routine and no longer a personalized service tailored towards the dog’s own condition, temperament and personality.

 

In order to be truly different than the rest, we had to implement our own strict policy to ensure that all the time and attention is devoted to the pets that are entrusted to us by our members. The vision was to not follow the traditional grooming shops but to do something totally different in a way where we can transfer as much of tranquility and privacy of a luxury spa for people and somehow make it possible for your beloved pet to have close to the same experience as people being in a luxury spa.

 

To best achieve this, E&T has a small intimate space that is able to provide a semi private setting for your pet where there will never be more than 2 pets being serviced at one time. Because of this, E&T is able to provide a true one to one attention for your pet where there will always be one staff member looking after your beloved pet from the moment you drop off your pet to the moment your beloved pet leaves our shop.

 

In other words, aside from receiving a detailed professional service, your pet is never left unattended in a cage or play area and is catered to whatever they may need during that time such as water, potty break, or just to walk around and stretch their legs in our play area.

 

From the start, E&T has always been committed to provide a service that prides itself in providing your beloved pet a place of sanctuary where they have the time to relax and be pampered while being serviced. The change of management occurred a year ago because the first leadership carried over the same managing style of a traditional pet grooming shop. The only thing different was our new policy for a luxury pet spa. And after more than a year under that leadership, E&T was slowly regressing back to a traditional grooming shop and lost its way to separate itself from becoming a true luxury pet spa thus resulted the change in management team.

 

Because our service is derived from luxury spa for people rather than traditional pet grooming shops for dogs, we realize that the concept and operation of carrying over a human luxury spa isn’t going to work for all dog owners because we have to operate differently and have different policies and rules as other traditional grooming shops. That is why we require membership enrollment and agreement before we can perform any service to your beloved pet.

 

The importance of enrollment is to make sure that all our customers know and understand how we operate and what we need from our customers to be able to properly and effectively operate our shop as a spa more than just a grooming shop you can find on any other street.

 

As always, membership shouldn’t be a burden and should be a privilege. We recognized that while E&T works hard to slowly separate ourselves from a typical pet grooming shop, our members are left with the burden of following our policy without feeling much reward and seeing us as another pet grooming shop with more rules. With regards to that, we apologize and ask for your patience and support as we work hard to implement our system and culture to become a true luxury pet spa.

 

For the past year since our new management took over, all the work has been behind the scenes to educate our employees what separates E&T as a luxury pet spa to all the other grooming shops out there.

 

It has been a slow but a challenging and rewarding process for us as well. More than just hiring professionals to work in our shop, it was mostly about finding professionals that have passion and willingness to expand focus and responsibility which required time for a gradual transformation from a professional groomer to a professional luxury spa specialist.

 

We had to start over and groom our seasoned professionals to be more attentive and flexible to meet different unique conditions of the pet being serviced and requests from the pet owners. We also had to place a renewed emphasis in how well they take the time to do the best for each dog because all dogs are different individuals with different conditions and not just a routine to get done as fast as possible by going through their habitual routines for all dogs.

 

It has been a learning curve but we are proud to say that we are confident that all of our employees at E&T are now in tune to what makes us different than a traditional grooming shop and how to hold ourselves accountable to a higher standard of paying attention to detail.

 

We hope our progress will translate into a higher level of service that our valued

members can not only see but also feel. Most of all, whether our improvements can be seen or felt, we hope your beloved pet will be the first beneficiary of our improved cohesion and understanding of attention to detail from our staff at E&T.

 

As mentioned, we understand that it is our duty to make your membership a privilege and reward you for choosing and staying with us. We also know that strict enforcement of our policies and rules have been more of a burden than a privilege at this point.

 

For that, we have the utmost respect and appreciation for your patience, support, and understanding to keep us moving forward. Our promise to all our members is to reward your patience and support with unrelenting pursuit to continually raise the level of our service and separate us from just a grooming shop to a true luxury spa for your beloved pet.

A place that you can trust to provide your beloved pet with loving care while no details will be overlooked or skipped during the entire time your beloved pet is in our shop.

 

Following this newsletter, there will be a FAQ article to explain the intent of our policies and rules in greater detail. This will hopefully provide enough clarity for all our members to really understand what you can expect being a member of E&T and if E&T is the right place that can meet your expectation.

 

We want to thank all our members for taking the time to read this and the upcoming FAQ article. More importantly, much more appreciation goes out to all the members that have been tolerant, supportive, and understanding of our policies and rules.

 

Here at E&T, we believe that giving our beloved pet the best we can isn’t just a responsibility but an obligation. With your understanding and support, we hope to reward your long term membership to E&T not by bending or breaking our enforced policies and rules but with the privilege and trust of knowing no one is more committed to serve and treat your pet better than E&T.

 

Before closing, we’d also like to thank all of our employees for growing with us and having an open mind to embrace new concepts and continually expanding on their professionalism. Without their conscious effort to be better and pay more attention to individual details, E&T would be nothing

 

more than any other grooming shop with a new ideal. We’d like to thank all our staff for committing to our goal and accepting the responsibility that better quality starts and ends with passion and paying attention to the finer details.

 

The pursuit of perfection isn’t just about seeking an easier or cheaper way, it’s about finding ways to do more and be more each and everyday for every member that entrusts their beloved pets to us.

 

We know E&T luxury pet spa won’t be for everyone. We don’t focus on keeping the prices low because we only focus on the time and attention required to best serve your beloved pet. Our rules and policies are rigid and strict because we focus on what we need from our members to be able to perform our best for your beloved pets.

 

Time and money is the ultimate form of luxury. At E&T, we won’t ever be cheap or be the most convenient. What we hope to achieve is to provide all our members the peace of mind of knowing that your time and money is well spent to give your precious pet the most care and attention in a semi private luxury setting. Our luxury pet spa isn’t simply just for the people who can afford our services but mostly for people that will see beyond price and convenience and put the best interest of their precious pet first and foremost like Emily to her Teddy.

 

We hope that with each day forward, we will reward our members for supporting us with the work we perform on your beloved pet. In time, we hope to earn your trust and approval that we are a place where we take care of your beloved pets as if they are Emily’s precious own.

 

 

Sincere gratitude,

 

E&T management

 

 

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2018年給會員的一封簡報

  • 2019-01-19

給E&T會員的一封簡報

 

很榮幸的這是E&T管理團隊首次代表E&T正式向我們的會員發表這封簡報。自從E&T更換新的管理團隊以來約有一年的時間了。在這次的簡報中,您將更深入的了解E&T想致力於為我們尊貴的會員提供什麼樣質量的服務,讓作為E&T豪華寵物spa會員的您可以對我們的服務有什麼樣的期許。

 

Emily Chang在2015年創立了E&T豪華寵物spa,是基於她對自己的寵物充滿了愛與熱情。跟大多數以服務為取向的企業一樣,它源於一種必需性和渴望為自己心愛的寵物提供更好的一切。無論她去哪家寵物美容院,似乎都缺少了一些東西。這不僅僅只是服務的好壞,因為她所期待的是給予她心愛的寵物更多。

 

坊間的寵物美容院真正缺少的是有足夠的時間和空間來關心她的狗狗,不僅僅是在狗狗被服務時,即使在服務完成,將狗狗接回家後,她對整個過程中美容師的付出還是覺得缺乏她所想要的一個完整性及美容師對整個療程的細心也是非常缺乏的。即便總是同一位美容師服務時,最後也是成為一成不變的常態性工作,因為美容師只是把服務同一隻寵物當成一個例行公事,而不是更加注意狗狗會隨著季節,環境,年齡總總不同的因素而產生變化,他們開始忽略細節,因為服務這隻寵物已成為常規和美容師的一個習慣。因此一個計劃在心裡油然而生,她決定做一個不同型態的寵物spa。

 

E&T這個名字是由Emily和Teddy所組成的,Teddy是她的第一隻也是最心愛的玩具貴賓犬。商店的名稱不僅來自經營者的名字和她第一隻寵物的名字,這是象徵著Teddy在Emily心中的重要地位,她從來沒有把Teddy視為或當作他只是一隻狗。在她的世界裡, Teddy更像是一個兒子,是她生命中一個重要的組成成分及不可缺少的陪伴者。E&T所象徵的意義便是基於所有的家長與狗狗的關係以及這種關係的價值。

 

正是這種象徵意義提供了E&T努力維護和實現的核心價值。我們堅持更高的標準,因為我們知道每隻心愛的寵物對於他們的家長來說是多麼特別和有意義,就像Emily重視和對待Teddy一樣。

 

在E&T不只是商業及利潤的考量,而是關於對寵物更深層的愛及關注。 每一隻來到E&T的寵物都應該獲得同樣的關注和照顧,就好像他們是所有會員最珍貴的兒女一樣。我們的會員規則和政策之所以嚴格執行,無一例外是因為我們要將所有的時間和注意力放在會員們委託給我們的心愛寵物上。我們的規則和政策在任何其他美容院都找不到,因為我們的目標和宗旨跟他們是截然不同的。

 

擁有一個像E&T這樣的地方,我們的願望和意圖就是希望能夠提供一個寧靜和專業的場所,以注重細節來服務到E&T的所有寵物。相較於坊間許多寵物美容,只注重生產和迅速累積利潤是截然不同的。

 

就像傳統的洗車場對所有車輛都有一個既定的程序一樣,大多數的寵物美容也是如此。當然,洗車場在清潔完車輛後,車輛一定也會閃閃發亮。但是汽車只是機器,他們只需要一個遵循正確程序的人來操作就可以了。但寵物是生命,他們不只是需要一個專業人員操作所有的例行公事和一成不變的服務外,他們會需要更多的關注及更仔細的呵護,雖然工作看似一樣的,但對細節的關注是非常不一樣的,因為每隻寵物的狀況,特質和個性都不一樣。僅僅作為一名專業人士是不夠的,特別是當所有的寵物美容業最終的目標都是更專注於每天可以服務多少隻狗來賺取更多的利潤。

 

傳統的寵物美容也就像是一個機器洗車場一樣,因為美容師從來沒有足夠的時間,可以好好注意到狗狗的細節。最終,一切都只是一個一成不變的快速服務,不再是針對狗狗的自身狀況,特質和個性量身定制的客製化服務。

 

為了達到真正與其他寵物美容不同,我們必須嚴格的實施自己的政策,以確保所有時間和注意力都集中在會員委託給我們的寵物身上。我們的願景是跳脫傳統的寵物美容,我們在做的是一件完全不同的事情,因為我們希望可以將人們在奢華spa中心所擁有的寧靜和隱私,讓您心愛的寵物也能在E&T體驗和享受到近乎相同的服務。

 

為了實現這個目標,E&T規劃了一個舒適的空間,可以讓您的寵物享受一個半私密的環境,我們一次只能為2隻寵物提供服務。因此,E&T能夠為您的寵物提供一個真正一對一的服務,從您把心愛的寵物交給我們的那一刻到您心愛的寵物離開我們E&T的時候,都會有一名工作人員全程陪伴及照顧您心愛的寵物。

 

換句話說,除了受到細心的專業服務外,您的寵物永遠不會獨自在無人看管的狀況下在休息區內或他們專屬的遊樂區域活動。會設計這個專屬的遊戲區域,就是希望能滿足您心愛的寵物在E&T的這段期間內可能會需要的任何東西,例如喝水,上廁所或只是四處走動和伸展他們的筋骨。

 

自始,E&T即致力於提供寵物一得以庇護休憩之空間,並以提供此寵物極致奢華spa服務為傲,盼您心愛的寵物在我們的服務下,得以盡情地放鬆與享受。然而,儘管我們有全然迴異於舊式寵物沙龍的新經營政策,卻因初期管理人員仍沿襲傳統寵物美容院之管理模式,致使E&T在其一年多的帶領下逐步退成為一般的寵物美容,而非E&T欲脫穎而成真正之寵物豪華spa。故於一年多前,經營團隊為桎脫傳統寵物美容管理風格而有了變動。

 

因為E&T的服務理念是源自於人們的豪華spa而不是傳統的狗狗寵物美容院,我們意識到要以人的豪華spa中心的概念來操作或許並不適用於所有的飼主,我們也明白不是每一個飼主都能認同這樣的目標與做法,但是我們必須以不同的方式運作並實施與其他傳統美容院有所不同的政策和規則,才能使E&T成為一個不一樣型態的地方,這就是為什麼我們需要會員入會和了解我們的會員規章,當您了解我們的理念後,才能為您心愛的寵物提供服務。

 

入會的重要性在於確保所有家長都知道並了解我們的營運方式,也因為您的理解與認同我們與其他傳統美容有所不同,才能讓E&T以人類等級的spa中心來營運,因為我們的運作模式,有別於傳統寵物美容,有些規章是需要會員的配合與理解,才能更有效率的運作。

 

然而成為會員不應該是一個負擔,而是一個特權。我們意識到,雖然E&T努力慢慢將自己跳脫於傳統寵物美容院,或許有些會員會覺得遵循我們的規章是一種負擔而不是特權,並將我們視為另一個有更多規則的寵物美容院。關於這點,我們深表致歉,感謝您的耐心支持讓我們可以努力實現我們設計的系統和培養我們獨特的文化,使E&T在將來成為一個真正的豪華寵物spa中心。

 

自從我們新的管理團隊接手以來,過去的一年裡,很多在幕後的工作都是在教育E&T的員工,讓美容團隊認知頂級spa與傳統寵物美容各項細節的不同,要如何將E&T變為豪華寵物spa中心並有別於其他所有傳統美容院。

 

對我們來說,這是一個緩慢但具有挑戰性的過程。這不僅僅是要聘請專業人士到我們的店裡工作,更重要的是在尋找具有熱情專注力及責任感的美容專業人士,從一個專業美容師到一個專業的豪華spa專家是需要時間讓他們逐步轉變的。

 

我們不得不重新開始培訓我們經驗豐富的美容人士,使他們可以在專業領域上,更加專注和靈活運用他們的專長,以滿足對寵物的服務及寵物主人各種不同的要求。也必須重新加強訓練美容師讓他們在為每隻狗狗服務前做最好的準備,在過程中細心且竭盡所能的將每一項服務做到最好,因為每隻狗狗都是獨特的,各項生活狀況,膚質變化也不會相同,只透過美容師們習慣性的動作,快速完成以及一成不變的服務所有的狗狗是不夠的。

 

經過不斷地學習進化,現在我們可以很自豪地說,我們相信在E&T的所有員工都能做到與傳統美容院不同之處,我們已經有自信的將E&T提升到一個真正頂級的spa服務,所有工作人員都能做到我們所要求的專業及如何保持更高的標準與關注所有的細節。

 

希望我們的進步將轉化為更高水平的服務,我們尊貴的會員不僅可以看到,而且還能感受到。最重要的是,無論我們的改進是否可以被您看到或是感受到,我們希望您心愛的寵物將成為我們E&T團隊在提高凝聚力和理解對細節關注的重要性後的第一個受益者。

 

如上所述,我們深知使您的會員資格成為一個殊榮來回饋您的選擇是我們的責任,我們也知道許多的政策和規則可能造成您的不便,要求您來嚴格執行我們的政策和規則更是一種負擔,而不是一種特權。

 

為此,我們想致上最誠懇的敬意,並感謝您的耐心與支持,您的理解是我們繼續前進的動力,我們將努力不懈的追求完美,不斷提高我們的服務水平,並讓我們跳脫於一般的寵物美容院,成為一個真正的spa中心。一個當您心愛的寵物進入療程中,您可以安心信賴的地方,一個可以為您心愛的寵物提供更多愛及關心,而不會忽略或跳過任何細節的地方來回饋您的耐心與支持。

在此簡報之後,將有一篇FAQ文章更詳細地解釋我們的政策和規則的用意。希望這樣可以提供一個足夠的清晰度,讓我們的會員更清楚的了解作為E&T會員的期望,以及E&T是否可以成為一個適合您的地方,來滿足您的期望。

 

我們要感謝所有的會員花時間閱讀本文和即將發布的常見問題解答文章。更重要的是,要感激您們的支持及理解並寬容我們的政策和規則。在E&T,我們相信對心愛寵物的傾力付出不僅是一份責任,更是一種義務。在您的理解與支持下,我們期許回饋E&T長期會員的方式,不是藉由放任或破壞會員規則的執行,而是通過深獲會員信任的殊榮,讓您相信沒有人能比E&T更致力於服務並全心對待您的寵物。

 

在結束之前,我們還要感謝所有員工與我們一起成長,並以開放的心態接受新概念,不斷擴展他們的專業領域。如果沒有他們有意識到想要努力變得更好,並有了深層的認知與求精進的態度來追求注重每隻狗狗不同的細節,E&T就只是其他具有新理念的寵物店而已。我們要感謝所有員工致力於實現我們的目標,並接受以更高質量的服務,以熱誠及更注重細節來完成一個整體的服務。

 

追求完美不僅僅是尋求一種更簡單或更便宜的方式,而是當每一位信任我們的會員,將他們心愛的寵物委託給我們的時候,我們可以尋找更多,更好的方法來服務他們寵愛的狗狗。

 

我們知道E&T豪華寵物spa並不一定適合所有人。我們不會把重點只放在如何維持低價位,我們會把所有的注意力都放在如何利用所有的時間和精神來為您心愛的寵物提供最好的服務。我們的規則和政策是嚴格和謹慎的,唯有會員跟我們一起配合實行這些規則和政策才能確保您心愛的寵物得到最好的服務。

 

時間和金錢是奢華的極致展現。在E&T,我們永遠不會是最便宜或最方便的地方。我們希望實現的目標是讓所有會員都安心,並且知道您的時間和金錢是用在一個半私密豪華的環境中,為您珍貴的寵物提供最多的關注與呵護。E&T豪華寵物spa不僅是給那些能夠負擔我們費用的客人,而是提供給真正了解我們核心價值所在,遠超越於實際價格和便利性,並將他們珍貴寵物的最大利益放在首位的會員們,就像Emily對待她的Teddy一樣。

 

希望經由每天的努力與進步,透過對您寶貝的服務來回饋那些支持我們的會員。有一天我們希望能贏得您的信任和認可,確定我們是一個可以照顧您心愛寵物的地方,就如同他們都是Emily最珍貴的寶貝一樣。

 

 

真誠的感謝,

 

E&T管理團隊

 

 

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