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One weekend, we decided to go around Mall of Asia for our family day. After a few hours of walking we decided to rest and eat at a restaurant that shall remain unnamed. We settled ourselves down at the far end of the establishment. Our six year old son asked for the WiFi password as we ordered.
The lady who took our order promptly wrote down everything and left for the kitchen. We were quietly looking at the people sitting in nearby tables going through the menu. A few short minutes later, the lady came back to sheepishly inform us that half our orders were not available. We asked for the menu once again and selected other items.
The lady left for the kitchen after noting the new orders. A few minutes later she comes back and tells us that one of the replacement item is also not available. By now, my mother started getting upset. I nicely asked the lady to simply tell us what was available and we will chose from those.
She left for the third time and came back with a handwritten list on a white small pad. She read the list of what was available. We took our pick. My mother was getting vocal by now at the poor service we were getting. I quietly calmed by mom and told her not to get upset with the lady. I told my mom that in cases like this it is the restaurant managers’ fault.
It was the managers’ responsibility to make sure that the restaurant was properly stocked up for all the items on the menu. After I finished my short spiel defending the lady, we noticed that she began to blush.
Curiously, I looked at her in the eye and asked if she was the manager. Lo and behold, she answered ‘yes’ immediately followed by an apology.
Instances like this are fairly common. It makes me wonder why we don’t take pride in our work and strive do an excellent job. We expect the best service from others yet we fail miserably when it comes to servicing others. It is such double standard.
With the coming ASEAN integration, how do we take on companies that will be competing for our customers? When do we start shaping up? When our customers starts migrating to other companies that provide a much better service. Well, wake up and smell the coffee. By then, it would be too late. Might as well close shop.
I keep saying in my talks that we should not be satisfied providing mediocre service. In fact, we should even be ashamed to provide sub-standard service.
Only our very best is acceptable.
Good enough is NEVER good enough.
Good enough SHOULD NEVER BE good enough.