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
