Have you ever filled it out and wondered if anyone even bothers to read it, and more so, if anyone ever acts on your ratings and suggestions? I know I have.
Well after tonight I will wonder no more...and will possibly be a little sheepish in the future.
First of all, let's call a spade a spade. When it comes to customer service I am a bitch. I am quick to judge, even quicker to be outraged, slow to forgive and more than happy to force my opinion and criticisms on anyone who will listen.
This is ok in Australia...land of
We had dinner at a lovely Japanese restaurant in Powerplant Mall tonight (Sumo Sam for those of you reading from Manila). The food was excellent and the service was fine. What wasn't fine was that the first feeling you get when you walk in the restaurant is that you are an intruder and not good enough to be there. It's a little cold and disinterested.
At the end of the meal I was handed a customer survey form. I filled it out, rating the food as excellent, the value for money reasonable and the service as good. In the comments section at the bottom I wrote "The service at the entrance could be more friendly" and I handed it back.
Our waitress took the form and read it and hurried away into the kitchen with it. Two minutes later a woman who looked like the manager came out clutching the form and looking stressed. She proceeded to march to the front counter and brandish my form at the greeting staff.
After sufficiently chastising the two girls at the front counter, she came directly to our table.
"My name is Neah and I am the restaurant manager. Please let me assure you that I have met with the staff in question and they have been spoken to. I will also ensure that the rest of the staff receive your feedback. We can all hope to improve."
By now I wanted the floor to swallow me. I couldn't have felt more chastened.
After reassuring the manager that it wasn't a big deal, just a passing comment and that the food was so excellent that we were always going to come back, we paid our bill and I slunk out of the restaurant, past the strained smiles of one of the two girls at the front counter. The other girl ran off and couldn't face us.
Moral of the story...I am a terrible person.
So has anyone ever had confirmation that their feedback was listened to? If you have a story please feel free to share it in the comments below.
Posts
oooh you big meanie!!
ReplyDeleteI once commented to a client that the answering service girl wasn't very friendly. The next day, she rang me and apologised for being rude. I was mortified!!
That is awesome. I often bring up people's friendliness or lack thereof and more often than not I get told to fuck off. The world needs more subservience. -woody
ReplyDeletei wouldn't be eating there anytime soon. they might remember who you are and grind fingernails and vermin poo into your food. HAHA.
ReplyDeletehahaha... I have! At Garfish in Manly - I had the lobster and it was, suffice to say, TERRIBLE! So I filled out the survey and after about 2 weeks I got a call from Sarah, the customer service person, she was going to send me a $50 gift voucher because I had a bad experience!
ReplyDeleteAbout a week later I got it in the mail... we went back and had a terrific meal.
I was impressed!
I love this story. I think this is why most places have little anonymous boxes to put feedback forms into!
ReplyDelete