I am falling sick.

No shit, sherlock.

Below is what I promised yesterday.

My sweetheart wrote most of it. I merely embellished it.

I am good at embellishing.

Do you see my law of 'threes' at work?





-----Original Message-----
From: Vincent [mailto:filmlab@hotmail.com]
Sent: Thursday, April 17, 2008 12:58 PM
To: feedback@XXX
Subject: Website - Feedback



Mr Vincent

Contact: 8xxxx
Country:

Customer Service Enquiry

Your lady staff (in a black suit, a chinese, NOT Vivian) at XXX Building branch was really rude. We were there on 15 March 2008, time between 7pm-8.20pm.

After we were seated, we naturally wanted to order something. We tried to signal to your staff while she was walking beside our table. She just continued walking and said curtly "I'll come back." without even looking at us.

We were all shocked.

Then, we made our orders with another staff member but it took very long for our order to arrive. So the next time she walked past us, we enquired if she could check on our order. She said “Fine!” and walked off.

After that she came back with our order, but it was wrong. Her tone was priceless: "This right?"

So we had to reiterate our order. Now if she already checked the order before she came back with the dishes like she is supposed to, she would know what and how many we ordered.

What's more, it's not just bad service. It felt like she had contempt for us, because during our first inquiry, we had already said "We ordered 2 plates of lobster salad sushi but they've not been served."

And nobody greeted us when we were leaving the place, although she was right beside us.

All we did was behave like normal, courteous customers. Does XXXXXX Sushi think people should pay money at their restaurants so that they can be treated rudely?

That is my enquiry.




That second last line gets me. It is the money shot. Some might call it, a knockout punch. You can borrow it and apply it to all sorts of situations where you're not happy with customer service. Who the fuck pays money to be treated rudely?


And this is their reply, sent this morning after she called me up (on her pesrsonal handphone, it seems???) and told me they could email me a reply. Of course I said sure please do that. How can I pass up a written apology?




From: lynette
To: filmlab@hotmail.com
Subject: RE: Website - Feedback
Date: Fri, 18 Apr 2008 09:02:05 +0800


Dear Mr Wong,


First and foremost, please accept my sincere apologies for the service lapse at our outlet at XXX Building. Please rest assured that we will look into the matter seriously.


It has been our company's philosophy that each and every one of our customers receives the best quality, service, cleanliness and value on their visit to XXXX Sushi.


It disappoints us to have fallen short of your expectations this time.


As spoken during our tele-conversation, the attitude of our manager, Sarah in handling your orders and providing the service is of concern to us. We place great emphasis on satisfying our customers and our training focused on achieving this aim.


Sarah had since been counselled and we have taken appropriate steps to ensure such incident would not be repeated. Training will be reinforced to all service personnel too.



Your feedback has been highlighted to our area manager and will be shared during our weekly meeting so that all staff can learn from this incident.


Mr Wong, we are glad to have received your feedback because it is you, as our guest, who acts as a mirror for us to reflect on our service and thus enable us to find ways of improvement so as to meet your expectations.


Once again, we wish thank you for your feedback and sincerely apologies for any inconvenience caused to you.



Best Regards,

Lynette

Service Quality Manager

I feel like crap today. How is it possible to still love someone so much after 8 years?

She loves me back.

She loves me back!

She is married.

She is married!