Privé and Ayam Penyat no complain clause
It seems like food establishments, small and big, are allergic to complains from their paying customers.
Local blogger Platoz complained about a small Ayam Penyat food stall at NTU and the owner allegedly “demanded” that Platoz stop complaining about his dish.
NTU Ayam Penyet stall owner asked me to stop criticizing him | Monk philosophy on everything under the sun via kwout
Privé, a more high end resturant off Keppel island, also decided to delete a comment from its Facebook community when a customer decided to use it to complain her displeasure at the service of the staff during a birthday dinner celebration.
Some might argue that Privé owns the Facebook group so it is in their prerogative to delete comments that they don’t feel is right for the group.
That isn’t the point of this post.
Both food establishments have decided that the best way of addressing a complain is to take down the posts.
While they have erased the unhappiness in the short term, the long term damage is done.
Asking a blogger to take down a negative post or erasing a bad Wall comment shows that the establishments would rather sweep the damages under the carpet.
They forget that such actions can be easily propagated with the Web2.0 tools that themselves hope to use to market their food offerings.
Their actions also creates a perception that they above their customers. In simple words, arrogance.
Would you want to part your money being served by service that is being portrayed as arrogant?
This blogger believes the two complainers are only looking for the two establishments to acknowledge their weakness, apologise for the bad service and improve their offerings.
Not a slammed door in their face.
If you think saying sorry is a sign of weakness, think again.
Imagine if the respond to the both parties was as follows:
We would like to apologise for the bad services experienced during your visit to our food establishment.
We have taken the necessary actions to look at how we can improve our services or food ensure your next experience at our food establishment on your next visit.
Again, please accept our apologies for the incident.
Would you want to visit the food establishment again?
Thanks for posting the article, was certainly a great read!
We still have a lot to learn about PR.
Yes, what’s more it’s very irritating to receive his comments. I didn’t delete his comments cos it’ll affect my reputation if I done so.
And for him to ask me not to complain about him is just ridiculous. Everything is entitled to their opinion.
His action only will infuse more negative feelings into me. I refuse to go there and eat Ayam Penyet anymore.
Singapore Government never say “Sorry” when she err. So everybody from top to bottom think this is the best approach to handle this kind of unpleasant situation.
Let’s move on…
He learnt from the best in the land. But that kind of tactic seems to be ineffective as the inevitable draws closer.
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