I'd actually put it behind me after the lunch, yesterday. Had even apologized to the others on the unpleasant experience, after all, I feel that I do have some responsibility over it, as I was the one who organized it.
However, after the call this afternoon, some how I was triggered to re-think or maybe to re-evaluate what had happened yesterday noon as well as what was mentioned to me in the call today.
I'm considered a mild-tempered person, and I'm the one that normally be at the disadvantage, should there be any situation arised. But, what happened yesterday noon plus the phone call I got today noon, perks me up. Sometimes, we do need justification done if we felt that we are being short-changed by others.
I am trying not to be too biased on the whole situation, I weighed what the others had been thinking as well as what the other party might be thinking. But, as a consumer, I would think more on that perspective.
From my own booking experience, plus yesterday's lunch experience, plus the conversation the restaurant owner had with me today, I had tried to come out with the analysis and summary as below:
I'm organizing a birthday cum farewell lunch for 20++ of us. After I've identified the venue, I tried to contact the restaurant hoping that I can get a copy of the menu without going over to the place itself (since they have email), end up, I still went over the restaurant and only got the online copy of the menu later in the afternoon.
1)
Cancelling of orderAs there are 20++ of us going there, I've faxed in my order on Thurs noon, so that they can get prepared earlier and we can be served on time.
On Fri morn, I need to call in to cancel 2 orders as one can't make it for the lunch and another is not feeling well. The manager did not say that it wasn't convenient to cancel or that they had already prepared the food, so, I assumed they have no issue with it. I was actually quite grateful for them to be able to cancel the orders an hour before our lunch appointment.
However, in my conversation with the restaurant owner, apparently, my cancelling of order had caused problem for the kitchen as they started preparing the pre-ordered food at 10:30am that day.
Analysis: I do have the responsibility over cancelling the 2 orders an hour before the appointed time, but, I wasn't informed that the kitchen is/will be having problem with that. Don't the manager or the kitchen staffs have the responsibility as well? For not trying to tell me the difficulties they are facing? So, why is the blame shifted over one-sided and not be shared across?
2)
Changed of menu
At first I didn't notice on the differences until someone pointed out that they have ordered grilled fish and what it came was fried fish (fish dipped in batter then fried). The only answer we got was the kitchen/manager mixed up the fish menu. But, it should indeed be grilled fish - one of the set lunch for Fri.
Analysis: Why was there no apology made on the mistake of the menu? This was obviously the mistake made by the restaurant and though we do not pursue the matter, then why no credit were given to us on that matter?
3)
Food is hard to eat/not edible
We have ordered 12 sets of the fish set, where 8 were being served first, then later 1 set and the other 3 do not have the chance to serve at all, as they don't dare to eat after hearing complaints on the fish and opt for other sets instead. What were the complaint about? The fishes were so hard that they were having a hard time trying to cut it with the knife, much less to chew it.
I was being told off for using the word 'food is not edible'. What I was told is that, if the fish is not edible then the other customers would have complaint and throw the food back to them as well. And I was being told that everyone had different taste which some might find the food is hard while some may find it soft, and some may find the food to be salty while some may not.
Analysis: After pondering for quite some time, then only I realised few points that I should have pointed out to the restaurant owner. Firstly, out of the 9 fish sets that were served, 89% of them complaint on that. So, don't tell me that 89% out of 100% people have "different" taste? The restaurant can't even meet the 50% of the consumer's standard of taste? Secondly, as for why no other customer complaint, that brings up another query, is it that the food served for pre-orders and walk-in customer are different? Or is it that pre-made orders are not as fresh as current orders?
4)
Lousy service
There were only 1 waitress, 1 cashier and 1 manager that serves the customers. As we had pre-booked, of course, we will assumed that our food will be served on time, or at least we do not need to wait for too long as they already know what to serve for us. But what we faced was, where half of us had finish eating the main course, there are still some that had not had theirs yet. And indeed, I do agreed that when we all had arrived, the place was full of customers.
I was told that we had said out so loud that the restaurant gave lousy service that it was giving bad image of the restaurant. I was also being asked whether our food was served to us? If yes, then there was service done. And I was being told that one person has only 2 hands and 2 legs, and the place was full of people, so definately the service would be slow and customers need to be understanding and patient.
Analysis: Is it our fault that the restaurant is short-handed? Is it our fault that the restaurant is full house that day? I have told the restaurant that I have 20 people coming, don't the restaurant know that it will already take up 50% of their capacity? If I were to made known of their shortage of staffs and the possibility of not being able to serve us on time, I might still be able to either opt for another bigger restaurant with more resources or to have pre-warned the others to have more patience. Am I supposed to consider the management side for the restaurant as well? Another note, lousy in dictionary means bad and bad is the opposite of good.
5)
Creating havoc
I was told that we were creating havoc in the restaurant and we were giving bad image of the restaurant, and we complaint too loud that the other customers might think we are ignorant.
Analysis: We, consumers have our rights, too. If the food served is not up to the standard, and if we feel that the service is slow, can't we voice out our concerns? I think, for not speaking out loud on our discomfort, that would be really ignorant on our own rights. And not being able to pacify your customers at such a situation, that would be the restaurant management ignorance.
6)
Discount given
I was being repetitive highlighted in the call by the restaurant owner that, we were being given the discount of RM94.20. And I was being told that that they were doing a loss in the business and they do not have the practice of giving discount unless we used specified credit card.
Why were we demanding discount? Because we felt that we were being short-changed by the food and the service when we were there. The manager couldn't really explained why the menu is changed and why the fish is hard and I don't recall the manager apologizing over the matter or look apologetic. We were just keep being told that no discount couldn't be made.
Even though in the end, after endless of bargaining, we do get some items being deducted off (another form of discount), seems like the manager was really unhappy over it.
Analysis: In any normal situation, if the restaurant said there's no discount, I believed that the customer wouldn't ask twice. But in this kind of situation, isn't it fair to compensate more? As a person in business line, isn't customer interest be in the first place? Is it that earning that extra RM94.20 is more important than building up the customers' relationship and trust in you?
7)
Past experiences
Funnily enough, the restaurant manager mentioned that they have opened the restaurant for 2 and 1/2 years now and also have such big party with those big factories, yet this is the first time such situation occured. And I even had to mention to her that I have also been there few times before and one of the wonderful impressions I had previously was - we had a similar kind of birthday celebration there and food was nice, service was good, even the manager at that time came and served us and even gave some cakes which was on-the-house. That small gestures actually leaves good impression, so that why I chose that place. But what we faced on Fri noon was totally opposite and came as a shock to us.
Analysis: If the restaurant faced no problem previously, doesn't means that they would never, especially that they have so new staff around and even short-handed. Don't all these contribute to the problem we faced? If the food is nice and the service is good, would we have complaint at all?
A
summary I had made on the call the owner gave me.
The owner is trying to make their stand, and to protect its staffs. From an employee's and business owner's perspective - I would have applaud the owner for that. The staffs have worked hard trying to keep the business alive, so naturally, as a boss, one should recognize this and protect its own staffs.
However, from a consumer's perspective - I would say that the owner is trying to have the blame shifted to us (though the owner keep telling me that it don't plan to pinpoint the blame to anyone). Why? Because, the owner is not apologetic over the situation occured and the owner had just called up to hear my end of story, yet no empathy were given at all. To make it worse, the owner said, what is passed, is passed. Erhm, that's it? Surprising, right? Something to be spoken of from a business person to its customer.
I hoped that next time, should I need to dealt with such situation again, I would be able to analyse better and faster, and to react more appropriately.
