Customer feedback, whether good or bad, is a big part of a restaurant’s experience. A local restaurant in Petaling Jaya took it upon themselves to respond after a customer shared her thoughts about her visit on a Facebook page.
Even though the saying “the customer is always right” is pretty much an unspoken rule in the F&B industry, the restaurant didn’t quite agree with the way she chose to share her thoughts about their food.
For illustration purposes only
“It’s more batter than fish”
The customer took to a community Facebook page to share her thoughts on the fish and chips she ordered, describing them as “more batter than fish.”
She also attached a receipt showing her fish and chips, which cost her RM33, and noted it was her first visit to the restaurant and definitely her last, adding that she wouldn’t recommend it to anyone.
“Why not just complain to us directly?”
It didn’t take long for the restaurant to notice the feedback, leading them to respond on their own Facebook page and share their perspective on the customer’s comments.
In response, the restaurant expressed their confusion about why customers choose to complain on a Facebook page when they don’t like the food, instead of bringing their concerns directly to them.
The caption of the post reads,
“Just a quick question: Is this really the trend these days? When customers aren’t happy with their food, do they really have to complain in Facebook groups?
“Why not just WhatsApp us directly or let us know on the spot so we can offer a full refund? It feels like some people just enjoy airing their grievances in community Facebook groups.”
Netizens started flooding the comment section to share their thoughts on the situation.
“Just accept it. Use the criticism to improve what’s lacking.”
“As long as customers provide criticism, it shows there’s still a chance to improve. But when customers don’t give any feedback at all, those who come in front won’t want to eat there. We’ll never know why our business is dropping if that’s the case. That’s just my opinion, but everyone has their own thoughts.”
“Fix that weakness. People are paying for fish and chips, not just batter and chips.”
“Just accept with an open heart, that way, you can improve.”
“Just take what she said positively.”
Meanwhile, others echoed the restaurant’s sentiments and shared similar feelings.
“This is the wrong approach, the customer should complain directly to the minister.”
“He prefers to stir up trouble rather than discuss things, it’s all about seeking attention in this day and age.”
“If I were in the customer’s shoes, I would tell the owner first. If the owner doesn’t respond, then I will complain to the community group. Anyway, I hope the restaurant owner continues to be successful.”
“It’s the customer’s fault for expecting 5-star quality for fish and chips. Customers like this can ruin a business.”
“She should hold a press conference and invite all the TV stations from around the world.”
What are your thoughts on the situation? We’d love to hear from you in the comments!
Also read: Is this You? PJ Eatery Searching For Customers Who Paid RM2.6K Instead of RM26 for Nasi Lemak
