svc was damn slow, but when we called for the bill, it came at lightning speed. ylla n ma food were finishing, but kc's still not here... later when kc alerted to the waitress, they took a little while to check out, and came back to tell us if we can wait another "2 mins."
onli tis morning kc let mi noe he called in to complain. I got a shock and can't believe he called in to complain over tis issue. tink he's too free in his holiday now to complain LOL. but aniwae when kc told de restaurant's HQ tat their independent director is his prof now, dey immediateli wanna mail him a food voucher.
kc later told me that the HQ will reprimand the staff-in-charge for slow service, esp. since their outlet is at our world-class airport and that travellers might be in a rush. but he told the HQ not to do so but to treat the case as part of their training materials.
read fr ma svc module tat if an organisation addresses a customer's complain adequately, he'll more likely to remain as a customer than someone who doesn't complain at all.
oso read from a SME & entrepreneurship magazine tat even though customers may be unreasonable with their complaints (e.g. a cust complained that the main course came only 20 mins after ordering when in fact he was served in 5 mins), not being able to satisfy the customer, is a failure in itself. The rationale behind it is this: "Companies exist for the sole reason of earning from the customers and meeting their needs."
But i beg to differ from that extreme views. Unreasonable customers will only add more burden to a company's bottomline and a company should learn how to discriminate between profitable customers and unprofitable customers. Profitable customers add to revenue. Unprofitable customers add to cost. But it would be difficult for restaurants to identify profitable customers unlike banks where they can easily do so by merely looking up your account balance record?
But given the responsive service recovery by pasta de waraku, i suppose kc will return again. plus, their food is really nice! although their speed of recovery might be contingent upon kc knowing their independent director personally. But let us assume this "moderating variable" isn't present.
