Recent Posts

March 13, 2011

Know Your Customer's Rights

Last weekend, I sent a complaint via email to Nando's...

"Hey Nando's! I really love the food you serve... Last month, I went to one of your branches in Mahkota Parade, Melaka... The food was nice but the service was not... The waitresses didn't smile at me and were rather rude... It was closing time, so maybe they were tired... However, I paid for the service, so I expect it to be good... It's not cheap you know, the service charge... One of the waitresses even sneezed without covering her mouth when she was delivering my food... That's not nice... Now, I'm having doubts whether I want to go back to that place again or not... Hmm..."


They replied to me the next day...

Morning Fahmi,Bom Dia and warmest greetings from Nando's Malaysia !

First of all, we would like to thank you for taking up the time and giving us the feedback with regards to the unpleasant dining experience you encountered at Nando's Mahkota Parade. Your concern has been addressed to restaurant level and corrective measures will be implemented.

At Nando's we place great emphasis on customer care and it is for this reason that we will go to any length to ensure customer satisfaction. We strive to deliver high quality product and service, and your experience is as much as a disappointment to us as it is to you. It is only when we receive feedback from customers such as yourself that we are able to assess and monitor the performance of our restaurant in order to be customer centric.

Could you kindly elaborate the attitude of our staff which were rude to you, as well as the date and time of your visit?These will assist us greatly in looking into the matter in greater detail.

Thank you once again for giving us the opportunity to rectify the situation.

Nando's look forward to welcoming you back to our restaurant at your earliest convenience.

Peri Regards,
Marketing Department
Nando's Malaysia

My response:

Hello Nandos!

Thank you for replying :-)

Well, the date of my last visit is 21 January 2011... Time, around 9.30 pm...

I remember the date and time because it was my best friend's birthday... We celebrated it there... Yes, your waitresses ruined our birthday mood... How? Hmm... When we sat at the table, one of the waitresses came with the menu... She didn't smile at us and her tone was not very friendly... It's like she didn't want us there...

Then, we ordered... However, a few minutes after that, one of my friends changed her order... The waitress was not very happy about that... She told my friend that the order cannot be changed because it was already keyed into the computer... But my friend insisted... The waitress gave her a frown while angrily banging the computer... That's not very nice...

As customers, we deserved to be treated better... because we paid for the food... Besides, my friend told me that even though the order had been keyed in, it could still be changed by following some procedures... My friend knows that because she has 2 years of experience working at McDonald's and KFC...

Another waitress sent the food to our table... She smiled and it made us feel better... However, she sneezed without covering her mouth and nose... That's kinda unhygienic... Ruined our appetite...

The name of the waitress who didn't smile is ****, if I'm not mistaken... but please don't fire her... Maybe just give her some warning... 

Finally:

Morning Fahmi,

Thank you for your prompt reply as well as all the info provided. We will look into the matter accordingly.
By the way, could you kindly provide us your contact number as our restaurant manager would like to speak to you regarding said incident.

Thank you and have a nice day!


I sent them my phone number and they did call... However, I didn't pick up because I was in the middle of class... Anyway, I appreciate the effort shown by Nando's responding to my complaint... I hope that my next visit there will be more worthwhile... The food is really great... 

I got this idea of sending complaint emails from Alief... He sent one to KFC before... I just went to Nando's website and clicked customers' feedback... 

Well, I'm not being fussy here... It's just that, like I said in the email, I paid for the service so I expected the service to be good... Those who cannot smile should not work with customers... 



1 comments:

Ridhwan said...

The best part of your email?

"But please don't fire her."

Epic.

ShareThis