PICH Likong

Here are the good and bad stories that are experienced by my cousin, Rathy, and I.

Good Story

It was after 3 o’clock in the afternoon when I went to T&C with my good friends to have a drink and snack. As I remember, that day was on 7th July, 2009, the day that I could completely relax after finishing my final exam. Arriving the shop which had a temperature in the 25 degree Celsius, I saw two staffs standing next to the door and saying hello to me. I felt so good to sit in the comfortable and large sofa. Then, a staff came to us and said “Hello! What do you like to order? This is the menu of snack and drink.” After ordering the food, I brought out my laptop. The staff there gave me a small piece of paper with password connection that I could access to the Internet. She had great empathy that could fulfill my need although I hadn’t started to ask for. While waiting for what we had ordered, she provided us with a cup of tea. She did speak in the pleasant voice to ask us to wait. Her hands and uniform looked clean, which showed good standard of hygiene while customers as I couldn’t see the kitchen. In short, I could say I did like the servicescape there. And I had a personally satisfying interaction with the staffs as well.

Bad Story

It was Rathy, my cousin, who experience the engine cleaning service at Monorom car care. She was told by an employee there last time that the car engine was so dirty and covered by oil, so it was easy to be burnt. She decided to get the service on 10th July, 2009. Arriving the place at 3 o’clock in the afternoon, she clarified the waiting time with an employee because she had to go to the school at 5 o’clock. Also, she asked about quality and price of the service.

“We will provide you the special cleaning, and the price is 20 US dollars,” the employee answered, “it spends one hour and a half to finish the cleaning.”
“Is it too high for the price?” Rathy said.
“Oh! No, it isn’t. It is the reasonable price,” the employee replied, “after cleaning, the engine will look as the new one. It is clean and bright.”
Rathy gave the car key to him and went to the café. A cleaning staff got the cleanser and equipment, and then he started to work. Rathy was reading the magazine while waiting. When it was time, she went near to the car. She was disappointed to see the rusted engine. Then she said,
“Are you finished? I am in the hurry.”
The cleaning staff answered, “It is nearly done. Please wait for a little while.”
She continued to question, “The engine is still covered with rust. Will you do anything else to remove this?”
“We do our best already,” the cleaning staff said, “if you want to remove this, you need to charge more.”

Rathy was so angry to hear this. It seemed like the service performance fell below her expectation. The service provider couldn’t do as what he promised in term of time and cleaning result. Moreover, the cleaning staff showed bad mood when she complaint. And there was only one staff that did the work. Thus, it spent a lot of time that he couldn’t complete the work in one hour and a half.