Monday, June 30, 2008 @11:03 am
my visit to the liquid kitchen, 20th June 2008:
Dear Elaine,
I'm writing to inform you of a most unpleasant visit to the Liquid Kitchen outlet at Thomson, on Friday night, 20th June 2008.
I was recommended by my colleague to check out Liquid Kitchen outlet at Thomson as she had enjoyed some good chill-out sessions at this cozy neighbourhood hang-out joint. Hence, looking for an enjoyable evening, 6 of my friends headed over. Unfortunately, my enjoyment of the chill out session was spoiled by a number of service problems. As a paying consumer, I am very concerned regarding the service attitude of the service crew including the outlet manager/supervisor who’s first name is Colin.
On the evening of the incident, we placed an order for some finger foods along with 3 buckets of Heineken, one peach and one strawberry drink during happy hour, before 9pm. At about 1am, we asked for the bill, however, the receipt did not match the “20% discount off all beverages” during happy hours as stated in front of the menu. A check within the menu also did not indicate an asterisk* to specify that the bucket of Heineken did not qualify for the 20% discount. There were also no standees on the tables to indicate the above. In order to clarify this, we approached two service staff but were disappointed with the quality of replies. In addition, the 3rd person whom we spoke to, manager/supervisor (Colin), not only did not manage to explain the situation properly, was also most impolite to deal with our queries.
Upon describing the situation, Colin explained that there was no discount on all bucket promotions as he claimed that there’s an unwritten rule that all buckets are always on promotion. After pointing out to Colin that the menu did not have a clear indication, Colin, who could not explain this, decided to revise the bill to include the 20% discount out of goodwill. In turn, we thus gave a friendly feedback that in future, it’s advisable that this is indicated in the menu to prevent future misinterpretation. However, Colin was very curt, extending his hand and with a tough handshake said, “For your information, wherever you go, in the F&B industry, buckets are always on promotion price, just to let you know". That was really uncalled for.
Though Colin did eventually come back with a revised bill with 20% discount, his attitude was less than commendable. He was evidently displeased with the whole incident and was very unprofessional in the way he dealt with us, his customers. Before we signed off the bill, we commented that we do not appreciate such an attitude from a service staff. Not only did he not apologize, he very curtly said, “Young ladies, I have been in this industry long enough to know what the service line is all about. I do not wish to carry on this conversation because it's over. It is out of goodwill that I am giving you a 20% discount. Please sign this and let’s get this over with.” Needless to say, we left immediately with a bitter after taste of the bad service experience.
Firstly, it is extremely rude to cut a customer off while she's speaking. I dare say that even though we had a few drinks, we were sane enough to know what we were talking about. As for myself, I witnessed the whole episode as the most sober, having consumed not more than a few sips of alcohol. As staff of the service line, we should never ever assume the customer knows in-and-out the rules of the industry. Also, we are obliged to listen to the customer while he/she is giving us feedback. Whether or not reasonable, I believe frontline staff should never reply in such a curt manner to a positive feedback. Pardon me if I'm being sensitive, but he had an implied meaning when he emphasized "Young Ladies". As someone dealing with customer relations, he should not have cut us off by telling us that he did not want to continue the conversation. As consumers, and staff of a regional company, and serving a very large database of customers and consumers in the beauty industry every day, I believe we have every right to give our feedback as customers to your staff. We do hope to see improvement after this feedback. Frankly, it is not the 20% less we had to pay. This 20% was minor, but it bought us unhappiness, unreasonable treatment as customers and heaps of unnecessary comments. I hope you understand that such things should not happen considering the large experience Colin claims to have had in the service industry.
My friend, who frequents Liquid Kitchen, Thomson, was utterly disappointed and has promised not to return. Also, the rest of us, including myself, will seriously reconsider entering your outlets. I would advice that you look into the quality service of this manager, Colin, to ensure the good name of the company and that such experiences does not occur in Thomson or in any of your other outlets anymore. Thank you. What a long complaint letter! wahahahaha. It was edited quite a few times by several of us.But i think it was a good letter. :D
⥠every page of my imagination
Tuesday, June 10, 2008 @3:45 pm
hihi yea i'm back for just a bit.
it's been so long. hahaha. time seems to have passed so quickly. i dont really know what i'm doing now, but i'm trying to gain back control of my life. So collecting my thoughts and what i'm doing now, i'm kinda really busy with work, school (not new at all) and now going to be more involved in ministry. Happy to do that though. hahaha. happy little bird.
⥠every page of my imagination
Sunday, June 01, 2008 @10:32 pm
sometimes i wish i can just be carefree again.
it's not so easy when you're already my age. and, obviously not smart enough to still be studying in a university, and to be on a scholarship, and to be going for an exchange programme like everyone else around you. of course, not rich enough to just pay and do it by yourself either.
haaa
⥠every page of my imagination