KISS $ Superior

Critical Service Encounter:
A. Dissatisfying: Dinner at KISS
Xi Ling, her husband and friends together 8 people, went to KISS Bubble Tea on June 18, 2009. They encountered a very poor service providing there. They sit in a lounge but there is a very small table, it is not enough for putting 8 people’s food, drinks, and snake, so they ask for one more table to link it together; yet the staff replied in a very unpleasant face and voice that: “if you all want to get larger seat, you have to sit outside, we cannot add more table here, so narrow!” Actually, that place is large enough. As they go through that they all already ordered, asked for adding table, and then being refused; they decided that if cannot add table, they’d better change the restaurant. Just giving that clue, 5minutes later, the waiter come to add the table for them by saying nothing.
After that, there was a really long wait for their orders. When every dish arrived, they had to ask for sauces, spoons, forks, and tissue, which in fact it has to come as a set but not. There was always a late return after asking for. Those waitresses are very difficult to deal with; they acted as not wanting to serve the customers at all. After asking those waitresses for something, when they return with new thing and forget to bring things that are being ask previously, they just said: “oh, I forget, I’ll bring you later…… or, there is nothing more left”……. That was a very rude word that I ever heard from the restaurant. Also, that was already 2hours, yet, 8people weren’t being served with only 8orders. Food, services and waitresses’ behaviors are super poor. Xi Ling and everyone said that was the poorest restaurant that they ever seen. Every moment that they spend there was suck. They said when they paid the bill for 60dollars; they had left most of the food and drinks on the table. Finally, in the situation that they really cannot stand with, they asked the waitress and call the supervisor to come. Those 8people gave a lot of comments and complaint on that day service and products. They said if you do not improve your service quality, you will lose more and more customers soon; however, he just showed a slightly apology toward them. What surprised them the most was that those waitresses said nothing toward them when they walked out but talking with each other instead. “That was a kind of Mocking,” they said.
Finally, those 8 people went to eat something else around Oreussay Market by spending only 8.5dollars compare to 60 dollars with nothing.
That is why they are so dissatisfied with such poor service, products and the rude employee’s behavior both before and after the complaint.


B. Satisfying: Superior Laundry

Mr. Sam went to Hong Kong to join his friend’s wedding reception. On that night, he took his shirt to a famous laundry shop, Superior, to have his blue jacket dry-cleaned.

He prepaid the bill, took the ticket for taking back the next day and then came back home. However, on the next day afternoon, when he went to take his shirt, he realized that there was a red stain on the blue collar jacket. What a matter? The Superior Laundry shop owner come to him with the expression of deeply apology and said, “I am very sorry for this as it is the painting color which is carelessly made by my 4 year-old son.” Suddenly, he, Mr. Sam, said nothing just gave a smile. Yet, the shop owner opened the glass board and hand him another bag. Surprised! That was a new jacket with the same brand name and the same color. Shop owner said, “I really don’t know what you expect, or I don’t know how meaningful that blue jacket mean to you. But, for what I can do to recover my shop’s mistake is only to buy you a new one back, please accept my apology and this new jacket.” He said he was surprised, he couldn’t believe it and he also doesn’t want to take the new one back to Cambodia. However, still, the shop owner said, “You are not Hong Kong people, but as Superior Laundry Shop promises to give the best, high quality and responsibility outcome to all customers, so it is our obligation to fulfill the promise and not dismay customers. So, please accept it, and just remember that it is the service which you will only find here. Get and take it back to your country as a souvenir from Superior.” Mr. Sam told me that the shop owner’s last word really come into his heart to make him strongly believe in Superior’s service responsibility.

So, although his own jacket has a stain on it, he gets the new one and he mind is attracted by the shop’s service. This result really made him feel the interaction was satisfying.