K3K Benta Kaya, Kota Kemuning

K3K Benta Kaya Cafe, one of the traditional kopitiam, i saw the shop then i pass by Subang SS15, they have a branch at Kota Kemuning, newly open!

We decided to have our lunch here, almost full house, and we occupied the last 3 table, check on the menu, order asam laksa, tomyam mihun and fish slice mihun and drinks.

After waiting and waiting, finally my mihun put on my table, i'm so hungry and without hesitation, grab the chopstick, take the mihun and bite.

Ehh, look at what i have:

I immediately stop look really closely, a loose part from a metal cleaning ball, which should not allow to use in kitchen.

I show to the waitress and boss, and the waitress took the part then leave my table, all of them discuss near the kitchen. I lost my appetite and decided not to take any food cause i'm not sure what other surprise will have, and like to see how they handle such situation. I waited till my family finish their food and we pay and left the restaurant, nothing happen!! So i decided remove K3K out of my life and start to tell every one about my experience.

Do you have similar experience? If you are the boss of the company, what are you going to do?? I'll very sure this K3K do not have any customer satisfaction in their score card.

I'll do sincere, offer and surprise.

1. Sincere: Apologize to the customer, admit the mistake done by the kitchen, and promise customer will stop using metal cleaning ball from now on to prevent such situation happen again. A good apologize is sorry comes with a corrective action.

2. Offer: Due to customer already no confident on the restaurant, i'll request customer to give me a chance to do it right, same food will serve and it is free of charge, if customer will like to have others food or drink, free of charge too.

3. Surprise: When customer going to make payment, i'm going to tell customer today's meal is free of charge, give a surprise, and i want further surprise, so i tell the customer, bring the same family members, will serve all the food free of charge for next 3 visit.

You make a mistake, and you show you are sincere to apologize, be friend with the customer, do you think how he going to share his experience to the world?

What is your cost if you offer? 1 family can take RM50 for your food? let say you free supply 3 times, your cost is RM150, with this investment, you get a free good advertisement from customer, worth it or not? If no free good advertisement, you have a loyal customer, worth it or not?

K3K website: http://k3kbentakaya.webs.com/