In Search of Teh Tarik 1

I was in KL Central, i was thinking that maybe I could write a blog for Service Marketing’s blog. It was a long day, I was tired and thirsty and I was trying find some place where I can get some refreshment and rest for a while. Then these banners caught my attention.

I browsed the menu and I found something that I like - “Vanilla Tea”, it sounds nice. And I think to myself: “I never knew that The Chicken Rice Shop offer such a variety of drinks, impressive…”

And then… standing in front of The Chicken Rice Shop, I waited for them to approach me. But they seem to be very busy at the moment. I waited for about 3 minutes.

Then I decided to take more pictures… “Please allow us to seat you” hmmmm… the company’s service scripting is good but the service lacks implementation. They seems as if they are ignoring me or something. I guess I will just make it Strike 1 for now.

Ok, now that I am finally being escorted into the shop. I take a look around of the interior design. The shop is having a traditional kopitiam look. But, It is a little warm and humid inside. To make it worst the air is oily. They certainly needs to improve on the air conditioning. To make it worst, the renovation of the shop is full of warmth color (Yellow paint with yellow light).

I ordered “Vanilla Tea” but the waiter told me

Waiter: “Nope, errr… ah… we don’t have that.”

Me: “But I pretty sure that I saw it written on the banner.”

Waiter: “Nope, I am sure, ah… we don’t have that.”

Me: “Hey, I just saw that outside...” I beginning to lose my patient… arguing with your customer, huh? And I am getting really confused… and suddenly he left me unseated to the cash registry. and i guess that's Strike 2

I went outside and I lead him to the banner “This.” I said

After a few second pause, he says: “Ah… Strudel…”

Me: “What?”

Waiter: “This is Strudel…”

Me: “What do you mean?” I really can’t understand his English. This is getting too long! Just give me the thing I ordered!

Waiter: “The shop next door.”

Me: “You mean that this banner here belongs to the shop next door?”

Waiter: “Yes…”

I am getting really frustrated because of all these confusion. And I am still tired and hungry, I just want to sit down and relax.

Waiter: “So…” the waiter cut in and say,“Do you still want the Tea?”

Based on his tone, he say as if I am not their potential customer. For me, it sounded like "So, you want to go to next door instead?"

And very well, that’s it, Strike 3

“No, thank you.” I replied. I am not going to pay with this kind of service. Especially with serve by this type of waiter.

-Service Quality - 1/5

-Customer Satisfaction – 1/5

-Comment – Business minded (realistic). Bad handling of Customer