Pa & Ma’s Cebu Visit – Part 3
Posted November 8, 2005on:
Yey, there’s a slight lull at work today and the speedy E1 internet connection will allow me to post these pictures in a jiffy… Here are more pics of the short trip of Pa & Ma in Cebu…
BO’S COFFEE CLUB, IT PARK – CAVEAT EMPTOR! (Buyers Beware!)
When ordering my coffee, I normally want it short. And usually, I would appreciate an extra mile from the attendant if he/she goes out of his or her way to educate me as to the different kinds of drinks/ food/ treats/ promo they offer OR if he/she takes the time to inform me of the different cup sizes OR if he/she asks me if I’m willing to pay extra for decaf or for other request/s.
To me, it’s actually bad customer service for an attendant to just presume that all customers go through the menu. More so if the attendant wittingly tricks the innocent customer into buying something for more. What do I mean by this? Let me recount what happened last week.
We were at my office for a quick look-see when Ma decided that she and Pa drop by the nearby Bo’s Coffee Club at IT Park. I said I’d follow them. A few minutes later, I entered the shop and saw Ma putting down on their table the newly ordered cups of coffee and 2 orders of tuna turnover. I sat down with them and started chatting when my eyes rested on the receipt lying on the tray.
I picked it up and was dumbfounded when I saw that they paid P245 for what would normally cost me less than P200. “Ma, did you order a tall cup of capuccino and a tall cup of mocha?”, I asked quite perplexed that they could consume that much coffee. “No. I just said capuccino and mocha”, Ma answered quite sheepishly. “And did the attendant ask if you wanted tall cups?” I sounded a bit annoyed. “No. I was even surprised myself when I was asked to pay P245”, Ma said sensing that I was now irritated.
I reviewed all items on the receipt and saw that they were charged for P15 each for ordering decaf. I knew the answer but I still wanted to make sure when I asked Ma, “Did the attendant say she was charging you an additional P15/cup for decaf?”. Of course the answer was again a “no”. After attempting to control my temper and when I felt I was in control of myself, I stood up to walk over to the counter.
“Excuse me, do you really give tall cups to customers who don’t specify any cup size?”, I was calm but seething inside when I asked the lady. “Ma’am our regular size is a tall cup”, the attendant replied. “Okay, (even if I saw on the menu that they also serve short cups), but do you give the customer that option to choose his cup size or you just go on punching the order without asking?” At this, the attendant was already flushed and kept silent. “And do you confirm with the customer if they are willing to pay the extra P15 for decaf?” I went on, enjoying the awkward look on the lady’s face.
“Next time, do ask and confirm with your customers first lest they decide not to pay for something they did not order.”
I gave one look at the lady and the male attendant by the counter and calmly sauntered out of the shop.
End of story.