The Fuss about the unwanted worm – The real issue

Posted by Ian Galliguez in News | 0 comments

For the past couple of days, the internet was all abuzz about a certain restaurant and an extra unwanted ingredient in one of their dishes. Accusations, assumptions and opinions came out from different people and each one is as passionate as the other.

The main thing here, I believe is the obvious lack of customer service and dispute resolution experience. And this isn’t something new, on a personal level, I have been experiencing this lack of customer service from almost every single establishment I go to nowadays. Is this the demise of the Filipino hospitality? Is this the evidence of the death of world class Pinoy Customer Service?

Take for example the experience I had with a certain popular panciteria. I walked up to the counter to order and I patiently waited for someone to take my order. Understandably, it was a weekend so it’s natural that the place would be totally busy. When about 3 staff members completely ignored me and instead called on those who were behind me. I got irritated and asked if someone can take my order. The girl snapped at me and said “Sabing sandali lang eh!” and grabbed the guy next to her to face me and deal with me. I totally lost it and snapped at her and asked for a manager. I listed what went wrong with that experience and added to it that the girl was chewing gum with her mouth open while dealing with customers’ orders and food. Not exactly sanitary nor is it professional. My mom was aghast with what happened and I asked her to deal with them because if I do, I’d have to bite someone’s head off. To which naman, they’ve went overboard with customer service. Kulang na lang buhatin nila ang nanay ko papuntang sasakyan. This, in my opinion, adds insult to injury. Puede naman palang maging maayos ang customer service ninyo eh, bakit ginagawa niyo lang pag may nagreklamo?

A huge appliance center also gave us the same experience. We walked in with money to burn but we weren’t dressed the part. I had flipflops on and an old shirt. I wasn’t in the mood to dress up. I wanted to buy a stove and an oven and just get the heck out of dodge. The sales person walked up to me when I started looking at an oven. I asked about the features and just as I was about to ask about the oven settings, the man just walked away and started entertaining another customer who was better dressed than I was. I was aghast and waited for him to come back. I told him off for just walking away from me when I was still speaking with him to which he just shrugged his shoulders, smiled and said “sensya na po”. I rolled my eyes and just walked out of the store. I don’t want to be in a store that judges me for how I dress.

Another warehouse club type shop was so terrible in their customer service that one would think that they weren’t trained or were trained by someone who has absolutely no idea what customer service is. We bought two split type airconditioners from them. They told us that the price was 13,999++ but the sign on the wall and the product clearly states 12,999++. When asked why it was so, they had to go to a manager to get the answer. We also wanted to buy a water dispenser and I’ve asked for the cheapest one. The salesman pointed at one that said 5,495. I’ve asked again, if this was the cheapest one ad he responded with the affirmative. I then pointed to the water dispenser behind him that was 3,999 and said “Isn’t that cheaper than 5, 495?”. He took a look at the price, did a rather lengthy calculation in his head and said “Oo nga ma’am! Sorry po, di ko napansin!” I literally facepalmed myself right in front of him. It seems like these sales people just want to hawk the most expensive stuff on you regardless of what your needs or requirements are. They’re more concerned about making a big sale rather than a sale that matters to the customer thus ensuring that the customer experience is excellent and will translate to a regular customer visiting and buying from your shop!

It also would seem that these sales people have been wrongly trained. When they’re given a very specific request, it would seem like their brains go haywire and short circuit. Perfect example was when I was purchasing a watch for my mother (If you’re reading this mom, then you know your present for Christmas na.) I told the sales lady “I need a watch for a 53 year old woman who is very classy. It has to be stylish but not too loud. It needs to be something that can be worn with business outfits but can be used for cocktails as well. Conservative without looking gaudy, preferably with a metal strap.” She looks at me like I’ve just explained quantum mechanics and showed me a Casio Baby G watch. I cut her a glare and asked if she was serious. She panicked a bit and began to show me large fashionable watches from Guess. “Ate, nakinig ka ba sa sinabi ko? Hindi teenager ang bibilhan ko ng relo at hindi din 20 something.” Another sales lady saw and heard my frustration and went over to assist me. This other lady was the prime example of excellence. I was so happy that I wanted to give her a huge tip! I wanted to talk to her manager and ask that she be promoted to trainer ASAP!

Photo from Randy Glasbergen

Then there are those who just blow me out of the water in terms of their customer service. Just this week, the kids and I had to go get our passports done. We went to the Mall of Asia to have a meal and this new Chinese restaurant just opened. We’ve had a slight miscommunication about the ingredients of the spring roll and the boys ended up with allergies. Our server, Michelle, never left our side, made sure that we had everything we needed, offered to have the meal changed at no expense, offered to purchase the allergy medication at the nearby pharmacy and did good in her promise to never leave our table’s side. Although there was a hiccup in the experience, she made sure that she more than made up for it.

Every business will have hiccups. Crap happens and people make mistakes. It’s not perfect and it’s very arrogant to think that one can produce a perfect experience every time. The most important thing to think about is how to redeem one’s self when the crap hits the fan. The best customer experience is not measured by how excellent it is in the beginning. That’s what is expected so don’t be proud of that – it’s the bare minimum requirement. The measure of the best customer service is how the company deals with a hiccup.

Let’s go back to that unfortunate worm incident: Had the establishment just apologized and not acted arrogantly, this whole incident would be water under the bridge. However, the establishment chose to accuse the customer of planting the worm in the food, called on the police to “reprimand” the customer (nothing less than scare tactics in my opinion) and has announced on their Facebook page that they will sue.It’s just one unprofessional action after another. I don’t know about you but I wouldn’t want to take my business into an establishment like this. I get better treatment from a carinderya.

What has happened to the service industry in the Philippines? If this goes on, what will happen to the local tourism? People would rather eat at international franchises rather than local restos because of the service! This kind of attitude has a very detrimental effect on local tourism. Kaya tuloy ang mentality ng pinoy eh mas maayos, mas maganda at mas kalidad ang halos lahat ng bagay na di gawang Pinoy eh.

We need to raise the bar when it comes to local tourism. With the situation of an economic crises in the West, we need to focus more on the locals who have the money, means and drive to travel and explore the country. By providing terrible customer service experiences, these establishments are driving away local tourists. These local tourists would then bring their hard earned money elsewhere – like another country thus we lose out yet again.

Madaling magupisa ng campaign na “Buy Pinoy” or “Choose Pinoy” pero ang mga Pinoy ngayon di na tumatanggap ng “puede na”. Ang modern Pinoy naghahanap na rin ng kalidad at ng nararapat na serbisyo para sa perang pinaghirapa din nila. Patunayan naman natin na ang gawang Pinoy o ang serbisyong Pinoy ay may kalidad para sa kapwa Pinoy.