1. Explain the situation
2. Explain how the situation affect me
3. Blame the establishment / system
4. Give guidance to improve situation / Forgive (sarcasm part)
5. End by reminding to improve situation
Most of my parking ticket complaint (whenever the meter is not working) usually contains "Saya memaafkan kelemahan sistem pihak tuan. Dengan itu, saya memulangkan surat saman....." and I will be writing one to
Anyway, below is a cut & paste (censored) of a complaint email that I sent in 2005. The email was replied by the GM of the restaurant, and then the COO of the corporation who owns the chain of outlet. I won't publish that email, but suffice to say that if we exert our rights as customers, we'll get what we want. We are lucky that we manage to get an email that we may print and give to any outlets who might cause problem, or else give him a call.
Dear Mr (censored),
This email is not to seek retribution for our bad experience in (censored), but to suggest that what happened to us does not repeat itself to other patrons. Please place yourself in my shoes while reading the remainder of the email.
(Censored) is our 'place', where my wife and I had our first date. We frequent (censored) at least once a month, and we save every one of our receipts dining at our 'place'. We have our own favourite food, my wife's being (censored).
My wife is now pregnant with our first child, and being pregnant, she would have cravings. Last month, she craved for (censored) and French Fries, so while at (censored) branch, we requested if we could have (censored) with a mixture of tortilla chips and fries. The manager was kind enough to grant our wish, stating that fries is cheaper than chips, therefore it was alright to mix the both, except that we're not allowed to top-up for more chips. We thank (censored) very much for that. We have a receipt to show our mixed order.
Today, 21st March 2005, my wife had the same cravings since noon. I requested an early leave from work to bring her to (censored), however, this time we were told that such a request has never been allowed. We argued stating that we were granted this wish before, but it was not allowed. My wife and I were too distressed with it, that she promptly canceled her order, and I did the same for mine, except that we've drank, therefore had to pay the RM18 for the two drinks.
This is not about the money. Tears shed today is something I will not forget. It hurts us too much. Her cravings were totally destroyed, and had no more appetite to eat. I'm very sorry that (censored) have lost a regular patron, as the hurt cannot heal. I don't mind if this happens at any other times, but not when my wife is pregnant as she is.
I do not blame the manager on duty today, nor the manager on duty the other day. I blame your establishment's system. Please standardise your rules and regulations. If specialised orders are totally out of the question, make it known to all managers that no requests is to be entertained. If all managers are empowered to have their own judgment and decisions, please tell them to state that "I cannot allow such a request during my shift as a manager here. I'm sorry." rather than "We don't do such thing." because I have a black & white proof that there were such thing.
I'm writing this email in hope that no other patrons face the emotional hurt that we faced today, especially in making their loved one, during a sensitive and emotional stage, felt so depressed and hurt. We wished that we were never allowed such a request previously, at least it won't hurt as it did today. We also wished that we're at least given one last chance for such a request.
Good luck in your business.
Sincerely,
(censored)
No comments:
Post a Comment