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March 30, 2008
Service Level in Malaysia - Pizza Hut in Damansara
Another entry on the service level in Malaysia's retail and food outlets.
Last week, I went to Pizza Hut in Damansara, together with my current NLP students. It was the last day of the NLP Certified Practitioner Training, and I then oftentimes go with the practitioners to the outlet for a little celebration.
Service was slow. We had to order one set twice. My soup, coming together with my lunch set, did not arrive at first.
I asked the waitress and she doubted me first. Until it became clear to her that she brought one soup earlier that went with the second lunchset ordered.
My Pizza didn't arrive for a long, long time - we waited over one hour - , and only, when everybody else had finished their lunch already. We complained a couple of times about the waiting time, so much so that none of the waiters and waitresses dared to look into our direction.
I finally called for the manager to complain. He offered me a 10% discount. I educated him saying that this is not enough to get better in their service. I am not coming too often to his outlet, and the food is delayed or wrong every time.
I told him that he cannot offer discount all the time but that it has something to do with his reputation. I added that I conduct trainings around the area and that I told my students not to go to Pizza Hut, because they would take too much time to bring the food. Okay, even so Pizza Hut is not a fast food restaurant it must be possible to get the food together (especially if they want to have a restaurant).
Imagine, how much of his revenue he is losing, I asked him. I continued probing that I am surely not the only one. And that bad news is traveling. He just nodded his head and said that they will have to change.
Honestly, I don't think it worked, because even so, when I paid, he didn't even pay attention to me. He didn't thank me for the suggestions made.
It is sad, isn't it? There are customers who give you free advice. No need for market research. No need for focus groups. Just take their advice, because that is what feedback is. Run with it - and you will get better.
I am wondering if the service improved, when I go to his place the next time around.
Posted by Andreas at March 30, 2008 06:52 PM
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