Five (5) nights ago, I ordered bulalo from a restaurant nearby. AED30 including rice. It was my first time to place an order for bulalo there. I could not cook as I was very tired and hungry
The brochure picture looked good with beef bones and meat, two (2) pieces of corn, string beans, cabbage and steamed rice.
When the package was home-delivered, I was pleased with the disposable spoon, fork and knife inside a sealed envelope, salt and pepper in separate small sachets plus condiments. But when I opened the plastic container, I felt bad. Two (2) big bones were there, one had a small meat attached. It looked old with the hard-to-eat meat. There was no corn and no string bean. There were some pieces of cabbage.
I did not pay AED30 for big beef bones!
I complained and they apologized. I told them that it was my first time in my history of 18 years of stay here that I received such big bones without meat that would satisfy me. I suggested to first check all items before delivery. And blah blah.
Again they apologized, and asked if I would like it to be replaced.
I replied, "OK, please replace only one (1) bone with another with meat".
They said they would replace with a new full package. OK. So they delivered another two (2) bones with same hard-to-eat meat. but this time with chopped meat (the cuts were ideal for beef mami) and two (2) small cuts of corn. I thanked them despite a big difference of the actual delivered bulalo from the advertised picture.
I think there must be "someone" who will regularly order online from local restaurants, and compare the pictures in the advertisements with the actual delivered items. There must be truth in advertising to ensure customer satisfaction. Every single dirham is a hard-earned money for many people.
According to Bill Bernbach,
The most powerful element in advertising is the truth.This brought me a bad feeling and I was thinking where did I go wrong? This practice must stop.
To address and prevent such situations in the future, here are some suggestions for both the restaurant and the customer:
FOR THE RESTAURANT:
1. Ensure accurate representation: Restaurants should strive to present their dishes truthfully in photos and descriptions. The actual serving should closely resemble what is advertised to meet customer expectations.
2. Quality control: Implement strict quality control measures to ensure that each dish served meets the restaurant's standards. This includes inspecting the ingredients and the overall presentation of the meal.
3. Train staff: Train the staff, especially those responsible for food preparation, to follow standardized recipes and portion sizes consistently.
4. Listen to customer feedback: Take customer feedback seriously and address any issue promptly and courteously. Apologize for mistakes and be willing to replace or rectify the situation when necessary,
5. Transparency in pricing: Clearly indicate any additional charges or fees, such as for extra-large portions or specific choice cuts, to avoid misunderstandings when customers place their orders.
FOR THE CUSTOMER:
1. Communicate clearly: When placing an order, communicate your preferences clearly, such as specifying the size of the portion you want or any dietary restrictions you have.
2. Ask questions: If you are unsure about the dish or its components, don't hesitate to ask the restaurant staff for more details before placing your order.
3. Check reviews: Before ordering from a new or unfamiliar restaurant, read reviews from other customers to get an idea of their experiences and the quality of the food served.
4. Keep a record: Take photos of your dish upon delivery or in the restaurant, especially if there are discrepancies between the actual meal and the advertised image.
5. Provide feedback: If you encounter any issue with your order, provide feedback to the restaurant in a constructive and polite manner. This helps them improve their services and offerings.
By fostering open communication between the restaurant and the customers, both parties can work together to ensure a positive dining experience and prevent such situations in the future.
From now on, I will passionately make my preferences clear when ordering foods, be it online or in physical store.
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See some pictures here:
See Panlasang Pinoy's "Batangas Bulalo" -- one of the best-liked dishes in our place!
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