WE THANK Ms Stacey Ng for her feedback last Thursday ('Unhappy
about experience at restaurant'). I have since written the
following e-mail to her and she has responded accordingly.
'Sorry for the late reply. I reply personally to all feedback
but was outstation from June 10 to last Tuesday. Once feedback is
received, our operations team would have looked into the matter and
reported back to me. I have read the report, and am sorry and
apologise that my team has failed to satisfy your dining needs.
From what I understand, our staff did make mistakes, but it was
not about forgetting to key in your orders because our terminal is
linked to the kitchen printer. Sometimes, during peak periods, we
have a rash of orders and time is required to cook the meals
accordingly. Our standard operating procedure is that 15 minutes
after the soup is cleared and if the order is still not ready due
to the peak period, our wait staff has to inform the guest. They
might have forgotten to offer you more garlic bread or a small
complimentary dish. We are sorry.
As for the presentation of the bill before you finished your
meal, it was the mistake of the cashier as we close at 10pm and she
was in a hurry to close the till. She has been reprimanded for her
mistake. There is no denying that training and educating people is
the hardest job. I hope you can allow us to learn from our
mistake.
I do not know what is your objective in writing to us. If it is
to let us know how well or badly we have fared, we greatly
appreciate it. But if you think we had ruined your evening by the
poor service, then tell us how we can compensate you. Our main
objective is to strive to provide consistently superior service and
quality food to every customer, therefore your feedback is very
important to us.
Please rest assured that we are taking the appropriate measures
to address the problem and prevent future occurrences.'
Anthony Say
Deputy Managing Director
JP Pepperdine Group
Nowadays why are ppl still saying: "Sorry it's my fault but ... ...
..."
if he's sorry, it's their fault, why add the "but" and extra
storyline? machiam like wan to push responsiblity...
and simi is "I do not know what is your objective in writing to
us." ??? fail sia -___- fail >__> time to change PR
manager... oh wait, it's a MD... no wonder fail PR skills
>__>
