Monday, February 25, 2008

What would u have done?

Last Friday evening.

Brought my gf and her friend to a shopping mall. While they were shopping, i went to get my dinner.

Bought a newspaper and went to the eating place. Have been there many times and happy with the service there. UNTIL that night. The place was not full.

After i ordered my drink and food, i read my newspaper. Drink arrived abt 5 mins.

Few minutes later there were a couple next to my table. About 10-15 mins later, their food arrived. And about 30-35 mins of my order (food have not arrived)...i asked the lady..."can u please check whether my food is being done, if not please cancel."

She came back and said, the cashier forgot to key in the order.(I was pissed). I said never mind then, i walk to the counter and paid for the drink ...8.90.

Went back to the mall to wait for my GF. I was really pissed off with the service...and decided to give the cafe a call. I asked, is the manager or captain around? The captain came to the phone...and i told him i want to make a complaint...i told him i was the guy, whose food was not prepared.

He said his staff got informed him abt it and he said sorry. I told him..."how come they have made such a mistake? If the place is full, i can understand...i asked him was the place full?..he said no. I told him that i have always like the place and tell people how good the service is. How come such a thing happend?"

"Better make sure, this mistake will not be repeated again".

He kept on saying sorry and promise it won;t happend again.

I told my GF, for the next 1 year...we will not be going to that place.


Sue said... angry....are you cool now....don't be so angry after wrinkles all come out ;P

Sweetiepie said...

oopps!don't be mad buddy,I have encountered this situation many times not here but in sabah.LOL!I was totally pissed off too but what to do i love the food there.I am sure you will miss their food :)

Nightwing said...

Hi Sue..:)

Ok already...:)

U have a great week ahead.

Nightwing said...

Hi Sweetiepie,

People here should learn from the West about retaining customers.

How to 'ambil hati' people.

Hehe...will see how i can 'tahan' for one year..:)

Cat Cat said...

Wah, panas baran nampak... Cool man... Nanti Cath kasik ice water ya... Hehehe... Just kidding...
I would be pissed too... How come sudah order but cashier lupa key in the order...??? Sudah nyayuk ke itu cashier???

Nightwing said...

Hi Cat,

No idea why the cashier so careless. Since it was not key one took the order to the kitchen...:(

Any will be their loss for the next one year..:)

Zawi said...

You should reorder and then pretend to forget to pay like the way the reception forgot to keyin your order.
Most international food outlets have standard procedures to follow that will make it impossible for such things to happen. Unfortunately they are in the fast food business and they make you pay first after receiving your orders.

Nightwing said...

Helo Pak Zawi,

Hehe...that is a good idea. Will try it next time...:)

Daphne Ling said...

Hi NightWing,

Haih...Malaysian service...I think most of the time, these people don't bother because people don't complain...We just accept it as 'normal'...

The thing is, the manager is apologising for someone else's mistake...I find that pointless, really...

Make the person who made the mistake apologise, so he/she will learn...=)

smallee said...

Hey brother.. happen to me before in KL when I am doing my yearly trip there but different restaurant la. I was having my lunch with my wife at the DOME rest. So wat happen is the food that I ordered, did not show up after for about 25-30 minutes and the restaurant is not full as well. My wife's food sudah sampai, she almost finish her lunch oledi while I am waiting for mine.

So I was angry for sure at that time and call the captain or supv in charge to come over to my table and told him that I had being waiting for my food for almost half an hour. So there he go.. off to check.. then within minute, he comes back and told me that the order is not taken to the back where they prepare my food and apologize to me and on top of that to cool me down, he said the whole lunch is free of charge and I told I salah dengar.. to confirm again, he said it again to me when I ask him again before he leave.

Hmmmm... for sure that's help to cool me down..getting a free meal to compensate their mistake and keeping their good name becoz for sure he knows that if I walk out of the restaurant after my lunch, I won't be going back and also i might voice out to the rest of my buddies..

so guess the restaurant that just did it to u shud learn and adopt this standard whereby customers will not walk out and never come back. Worst is... his frens will have a bad impression abt them once being told... true or not..

U stay cool...

Nightwing said...

Hi Daphne,

Ya...thanks for the tip..will do that next time (at any eating place).

I am sure when u continue ur studies overseas, u would not have this kind of problem.

Take care now.

Nightwing said...

Hi Smallee,

Thanks for dropping in bro.

Ya...that is what a good eating place will do. Cause they know...bad things spread like wild fire.

DOME has a reputation to take care of. They did the right thing. Good service is important.

U take care now.

U.Lee said...

Hi Nightwing, I too have experienced several times this poor service. I just walked out! Never said anything. To me they just lost a "big spender".
Once it happened in an exclusive restaurant in Malaysia.
And I spend thousands of Ringgits there every few weeks entertaining clients.
One time a VIP and couple of his friends came in, and they were served first, while I had arrived with 6 clients 10 minutes earlier.
We all walked out....never returning.
And you know, just by coincidence, I met the owner of the restaurant who knows me well asking why I had not come few months?
I told him my experience. And believe it or not, he apologised, telling me he wants my business (I blow about Rgt 2000 to Rgt 5000 a table of 8 with champagne and whatever each dinner.)
Even the VIP did not blow that much, only pops in once in 6 months.
He told me to "please return, it will not happen again".
And he offered me a free dinner for my next entertainment with clients.
He I found out had sacked the waiter and the manager the same day he heard of my experience.
You have a nice day, UL.

sting said...

well, our service industry is not like those in Japan.. unfortunately.. don't worry too much.. just visit another restaurant next time :-)

Hazel said...

don't be angry, be happy always

J.T. said...

Hi Nightwing

Good for you! When you feel strongly about something, take a stand.

When I was back on holiday last year, I was in a restaurant that was swarmed during lunch time. My friend and I had a movie to catch soon but judging from the crowd, we probably won't get our food for the next 30-45 minutes. So, we got up and left. The waiter quickly caught up with us and asked if we had any problems. We told him that we could not wait and had to be somewhere else soon. He apologised over and over again. I told him that it was understandable. It was lunch time. He said that if we still wanted to eat at the restaurant, we could return in an hour. I thought he handled the situation the best he could. Orders were not taken yet because waiters were serving other tables (consisting of more than 4 people). So, there was no harm done. Of course, my friend and I walked off hungry and went to grab a quick snack and decided to eat after the movie when everyone else was back at work. :)

Nightwing said...

Helo Uncle Lee,

Thanks for sharing your experience.

Ya...some people don;t know what they think. Like in your case serving VIP more important then serving regular customer.

Good on u and ur friends in walking out.

And it is also good that ur owner friend, fired the staff who mess up.

Nightwing said...

Hi Sting,

Ya..u r right...will visit other eating place..:)

U have a good week now...:)

Nightwing said...

Hi Hazel,

hehe...thanks...already cool down..:) happy always..:)

Nightwing said...

Hi JT, least the guy take his time to ask what's wrong..and try his best not to lose a customer....this what i call good service.

Many people and rushing for time, something he cannot control and he tried his best in hoping you all don;t go away mad.

Good on him.

Thanks for sharing.

Puteri said...

Aiyo, if they were sorry enough they would have offered you a free meal on the house!

Ya lor, boycott for one year!

Jeanne said...

don't be angry anymore... next time better :)

Nightwing said...

Hi Puteri,

Hehe...thanks for the support..:)

Nightwing said...

Hi Jeanne,

Thanks for dropping by...i m ok already...:)

U have a great weekend now.

hazlindakim said...

Hello Nightwing,

First, so sorry that you had this bad experience. It must have ruined your day and if you're anything like me, you'd still be having a bad taste in your mouth for days after.

I have had many, bad to absolutely horrible, customer service experiences. Unfortunately, most of them were here in KL. After being spoilt abroad, coming back to KL was a shocker when it comes to customer service. But after several years being here, customer service has become slightly better. It is either they have some how buck up or my standards have dropped to Malaysia level. Ha ha ha...

Have a good weekend ahead.

Nightwing said...

Hi Hazlindakim,

Thanks for dropping in..:)

Ya...customer service must buck up. And we the customer should voice out if not, they won;t improve.

You have a great weekend ahead too...:)


pat said...

Waaa....lots of comment!

True.And I hate that when that happen especially when my kids are around....Hungry,and angry!

Nightwing said...

Hi Pat,

Thanks for dropping in.

Ya...sometimes adult can;t tahan hungry ...what more to say children.

You keep well now.