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I sent the following note via email to email@example.com. I also went to www.chowking.com and sent this feedback via their Contact Us section. I am now waiting for their reply and will post it here too. 😀
I am doing this because I’d like to encourage other customers, not only of Chowking, but for other product and service providers as well, to help companies improve their service for us consumers.
Read on and see if you share the same sentiments. 😉
To Whom It May Concern,
May I know the reason behind Chowking’s “Self-service Spoon and Fork policy” as on the attached photo, please? I think it’s quite an inconvenience for customers to leave their table and valued belongings (especially for those dining solo) after a long wait and their food is served without spoon and fork, so they have to get it themselves
Last night, January 24, 2014 at 9:45 pm, I dined in at Chowking – Besta, Baclaran, Operated by Smart Queen Foods Corp. with OR# 02395275 for Table #207.
I was tired from the long commute because I came from Antipolo area and met with a hosting gig client in SM Sucat. Going home, I was hungry and decided to get off at Baclaran to eat at this Chowking branch. It was about their closing time so it took a while for my order to arrive, and without spoon and fork, which I used to get in other Chowking branches.
Based on the attached photo which I took from my cellphone, it seems that this is a “standard” in this branch because it had a printed sign on it saying “Self-service Spoon and Fork.”
When I asked the service crew for my spoon and fork, he directed me to get it myself some steps away from my table, which meant I had to leave my bag while carefully checking it so it won’t be stolen.
When we customers go to a fast food chain like yours, we are hungry and possibly tired too, so we need basically fast food and hopefully at the least, good service. Since Chowking’s food items are mostly prepared only when they’re ordered at the cashier, it may take a while before the order reaches the customers table.
Can you imagine the hassle and risk the customers have to go through just to finally enjoy the food they ordered at your stores? Hassle because the customer still has to get up from his table and leave his valuables if any, especially if he is alone. Worse, some of your signages even say that you’re not responsible for any loss or damage to customers’ valuables, right?
The spoon and fork area is located away from the cashier. It may have been better if it’s just located near there so at least customers would be readily given spoon and fork by the cashier, or they get could get it themselves while they wait for their order.
This may not be too big a deal for some customers, but for me who has worked in the customer service industry for more than a decade, it means a lot.
What Can Chowking Do About This?
I don’t think having “Self-service Spoon and Fork” policy provides the best customer service for us. Now, this may tick off some of us, so we’ll just go to other better-serving fast food chains out there. And you know there’s just plenty of your kind competing for customers’ patronage.
What do you think? What can you do about this?
Chowking Besta, Baclaran’s Store Manager Replied >>
January 29, 2014 @ 4:30 PM
Hi sir adrian pantonial good pm po,
Sir this is [Complete Name] store manager of Chowking FPC Besta Baclaran Branch. Sir i received your suggestions regarding our service. specially on spoon and fork issues. first i understand your situation sir because you are tired and you had a many belongings. So it means when you asked my crew regarding spoon and Fork. the crew must get the spoon and fork immediately. sir apologize regarding the attitude of my staff. i already talked my team specially the manager on duty that day. SO that it will never happen to other customers. But actually sir the standard po in all Chowking branch the spoon and fork is self service po talaga. but anyway sir i will raise your concern to the systems po para mapag aralan ng mabuti…
sir can i get your personal or landline number po. so that i can easily update you regarding this matter..
again sir i apologize and thank you po for the feedback we value your feedback because i believe through feedback we can improve our services..
I replied back >>
Hi, [First Name],
Thank you for your response.
Since you mentioned that the “self-service spoon and fork” is a standard among all Chowking branches, I think you don’t have to apologize in behalf of your service crew then for refusing to give me my request because he’s merely abiding by your company policies. Your crew would never have a clue whether his customers are “tired” coming to your store. He only did his job according to your store standards.
As a Store Manager, could you kindly let me know why you think Chowking made it such a policy? There should be some logical or business-related reasons why companies make their policies and standards, right? I really think that this policy is rather more of a “customer disservice.”
I’m bringing this to your company’s attention so the higher management may revisit and re-consider this “self-service spoon and fork policy/standard.” If this cannot be changed, then I suggest you consider my suggestion in my earlier email:
The spoon and fork area is located away from the cashier. It may have been better if it’s just located near there so at least customers would be readily given spoon and fork by the cashier, or they get could get it themselves while they wait for their order.”
I’m a regular customer of Chowking, as well as many of my family and friends. I wrote you this feedback not only for the sake of us, your customers, but also to help keep a good image and brand that Chowking and Jollibee Food Corp. as a whole, represent in the food industry in the Philippines. Not only that, but also because I was once a Dining Service Crew of Jollibee.
My mobile # is 09xx-xxxxxxx.
And I sent this follow-up email too >>
New email subject: Why The “Chowking Self-service Spoon and Fork Policy” Needs to be Reviewed or Changed
After much thought, I think the reason why Chowking has such policy is because it is patterned after Jollibee’s style. But the way Jollibee and Chowking serves its food products to customers are different.