Dear Pipsqueaks,
The following story proves exactly why hiring the right people is crucial in the rise or fall of any business/company...
We had found out earlier this morning - 31 Dec - that our voucher for Peking Duck at Hee Lai Ton Restaurant in Pudu expires today. Unfortunately and fortunately, we've been very busy these couple of weeks - obviously. It's end of the year, so of course hecticness is expected. However, it was ultimately our fault for missing the expiry date. That's why, when I tried to call the restaurant for a last minute booking or extension, I was quite certain the answer would be a no. Though honestly, there was 66.7% of giving me a positive experience out of this. How, you ask?
She could have said one of the following:
- Hi Miss, I understand your situation, but as I cannot make the decision, please let me check with my superior and I will call you back with an answer. (Whether the answer was a yes or a no, I'm already a satisfied customer that the service was there to help me regardless of the result).
- Hi Miss, I'm sorry to inform you that the voucher has already expired and we have been informed by our management of such calls. Unfortunately, we will not be able to accept the voucher, but hopefully you will still come and try our Peking Duck some time. (Even though the answer was a no, I'm okay with it. Why? Because she was polite and inviting. I'd leave the situation at that and would still look forward to checking out the restaurant in the future).
- No, expired already. Cannot use. Okay, bye.