May 19, 2008
Resto review: Mussel Guys
This is free publicity (occasionally, I'm charitable too) for a restaurant @ Vivocity, called The Mussel Guys. I had dinner with CJ and Zie there on Saturday night.
here's the background:
As usual, I asked for a round of water for us after we placed our order. The waitress told us that they don't serve iced water on Fridays and Saturdays. We could purchase a bottle of mineral water for $1 if we like. Then, I asked if they serve warm water. "No, you got to buy the bottled water." Fine. I could understand. It was becoming a norm, that restaurants don't even serve tap water nowadays. So, Zie and I ordered a Coke and Iced Lemon Tea for $1.50 each and CJ ordered Iced Lemon Tea and one more bottle of mineral water cos she was really thirsty.
The dinner went on fine. The food was mediocre but it's always the company that counts. So, we were having a good time catching up neverthelessly over mediocre food.
here's bafflement 1:
we were finishing up our dessert when this waitress came by to pour iced water into our already empty glasses. Cj and I stared at the glasses filled with cold water now and stared at each other, dozens of question marks popping above our head. Naturally, we asked for an explanation.
me: I would just like to check if you serve iced water.
manager: No. We don't serve iced water.
me: That's what we were told too. When we ordered, your staff told us that you don't serve iced water on Fridays and Saturdays. And that's why we ordered a drink each and my friend here ordered an additional bottle of mineral water.
manager: Ya.
me: But just now, one of your staff came over and poured these two glasses of water for us. So, we are a little confused now. If you serve iced water, why would we order our drinks?
manager: Oh, we don't. Which staff was it?
me: It was a lady. I can't really remember.
manager: Ok. I think I know who you are referring to. She's new and she's a foreigner. So, maybe she didn't understand.
me: Uh... ok.
manager: I already told her many times but she keeps doing it. I think she's foreigner, so she doesn't really understand.
me: Uh... right.
manager: I will talk to her again.
me (thinks) you had told her many times and she kept doing it? Sounds like it's your problem, and not her problem.
here's bafflement 2:
We all felt the manager's explanation was really lame. And at that point in time, we started to get annoyed at the inconsistency in the service. But, I thought, "let's let it go. Maybe she's really new and there's some misunderstanding." That's when we saw something even more puzzling. A waiter was serving some guests cups of warm water. Zie and I stared at the cups of warm water and then, at each other. I asked Zie, "Now, what is that?" So, we decided to check this again.
zie: Can you get us some warm water?
waiter: Um, it's 30 cents per glass.
me: You serve warm water. But it's 30cents per cup?
waiter: Ya.
me: Right.
cj: But when we asked earlier, we were not told. I thought you don't serve warm water at all.
waiter: We do. But you have to pay 30cents.
me: Ok. (thinks) What the?
waiter: So, would you like the warm water?
me: No... it's fine. Um, can you get us the bill, please?
It was clear. We were not going to just accept this service standard and walk out of that restaurant, feeling incredulous and shortchanged. When the bill came...
me: I would like to waive this service charge.
waitress: Um... can I get my manager to come?
me: Sure! I would like to speak with him too.
manager: Yes?
me: I would like to waive the service charge on my bill.
manager: May I know the reason?
me: Because the service we got was inconsistent. First, when we ordered, we were told you don't serve iced water. Which is fine. Because then, we ordered a drink each. Then, your staff came over and poured us iced water. If we had known, we wouldn't have ordered our drinks! It doesn't make sense for my friend to order this bottle of mineral water. Then, the next thing we knew, your staff was serving warm water. For 30cents per cup. And I did ask if you serve warm water. But we were told, "No iced water and warm water." We could only get bottled water. Which is what my friend got.
manager: Maybe you didn't ask clearly about the warm water.
me (thinks) So, it's my fault now? But I said: I did. I always take warm water, not iced water. So I double checked with your staff if you serve warm water. I was told that no, you don't.
cj: Ya, we did ask. You staff said you don't serve iced water or warm water.
manager: We have a few foreign staff here and maybe they don't understand and it's hard to teach them. Because of communication problem.
me: Right. But that's not my problem, right?
manager shrugs...
me: We did ask. For both iced and warm water. But the only option for us was to order drinks, or get bottled water for $1. Which, really, is fine. Cos that's what we did. But then, if I had known there was an option of warm water, I wouldn't have order my drink. So, why should I pay for such inconsistent service? (thinks: and your face tells me you have a really bad attitude in customer service)
manager: Ok. But we can't waive the service charge. It's unfair to the other staff and not in the interest of the company.
me (thinks) why the fuck should I care about the interest of your company? But I said: Ok. I can understand about the fairness bit. Then, I would like to waive off this bottle of water. It doesn't make sense for us to pay for it.
manager (n.b. this is the classic...): But you already drank it.
me (thinks) you are such a fucking moron. But I said: OK. So, you are not going to waive the service charge and you are not going to waive this bottle of water from the bill.
manager shrugs...
me: Ok. And you are going to let 3 of your customers walk out of your restaurant feeling totally dissatisfied about your service. And yet, you are not going to do anything about it. Is that right?
manager shrugs...
me: Is there someone else I can speak to? Someone above you?
manager: No. I'm the only manager.
me: Unbelieveable. (shakes head)
cj: Ok. We will pay the bill in full. But we expect an apology.
manager: (in a very reluctant and insincere and seriously in need of a good tight slap way) Ok. Ya. I'm sorry about all these.
cj: That's hardly an apology.
manager shrugs...
me: (shakes head) Never mind. I'll take the bill. This is incredible...
here's bafflement 3:
Later, when our bill came back for signature, we were served by the captain of the staff. A very nice and sweet lady, who's also not local.
cj: Is there somewhere we can write to to give feedback about this restaurant? And what's the name of the manager?
captain: Oh, there are some namecards in front, near the cashier. I'm so sorry. Is it about the service? The water?
me: No. It's not just about the water. It's the service. And your manager. He's unbelieveable.
cj: So, we can write to someone?
captain: But that's already the manager.
me: Is he the shift manager or the only manager?
captain: The only manager.
me: Great.
captain: (leans over and whispers) And they don't care about customer service and feedback. Even if you write in.
me: Huh?
captain: There were a few cases before that they even quarrelled with them.
me: Wait. They quarrelled among themselves or with the customers?
captain: With the customers. When customer complained, they just quarrel with the customers.
me: What? Oh my god.
captain: Yes, and I'm resigning tonight. I can't accept the way they do things.
me: I'm so happy for you. You are doing the absolutely right thing.
captain: I'm so sorry. I hope we didn't spoil the night for you.
me: No, it's ok. You just made the service better. You just made it all better. Thank you.
Later...
me: CJ, do you belong to any forums? Post this up.
cj: Ya. And I will blog about it too.
me: Ya. Me too. I'm so going to blog about it. Give them some publicity. For free.
So, there! The Mussel Guys @ Vivocity. Appalling service from the manager himself. Fuck. I could run a restaurant wayyyyy better than he ever will.
Posted by 杏 cy （Jancy） at 15:06