I took my team out to Chilis Grill & Bar for dinner last Saturday; we went to the outlet in 1 Utama Shopping Centre. First up, the “hostess” named Yenni looked and sounded like she’s rather be anywhere else in the world at that moment. She sounded (and looked) fed up and was rude to say the least. Take into account that she’s the first contact a customer has with the restaurant. She told us to wait, gave us menu but told us we can’t order anything until we’re seated and then went on to roll her eyes so much so I thought they might lodge themselves behind her skull.
For the record this is the chronology:
9.30pm : Arrived at restaurant
9.50pm : Were shown to our table
The table had no plates, no cutlery and we had to get our own napkins. There were also old filled out comment cards that were not collected. We’ve scanned one for your enjoyment.
10.15pm : Drinks arrived. Although they were confirmed and the orders written down, there were still 7 drinks missed out.
10.30pm : Chips arrived
10.35pm : Then the plates arrived…AFTER the food started arriving
There was a point when some assistance was needed and the server who was right behind out table (and not serving anyone) had to be called 5 times before answering.
OK. There was one good thing, the server told us we’d get fresh glasses with every refill. From the word go, we stayed pleasant to everyone, even when it was time to give the restaurant manager some constructive feedback. I also found out from my team that many of them either have had, or know of people who’ve has less than pleasant encounters with the staff at Chilis.
Have you experienced this too? Let them know. You might just be doing them a favor – that is if they’re ready enough to listen.