Dear Kam Shing (Van Horne), I've been coming to your restaurant for so long, and it only took one time to ruin everything! Tonight, civility was sorely lacking with one of your servers (no need to elaborate). When you work in customer service, you manage your emotions by remaining CALM (without shouting), POLIT, DIRECT, and COURTEOUS. ❌Example 1 A customer wants a slightly unusual order... Instead of getting attention by shouting, you can say: "Unfortunately, we cannot modify an order to your liking." CALMALLY!!! Period. Without making a scene and complaining to your colleagues in your own language! ❌Example 2 If someone doesn't want water with ice cubes... You take an empty glass, turn on the tap water for 10 seconds, fill the glass, and bring it to the customer!!! Instead of muttering "that's just how it is." You want me to buy two bottles of water at the grocery store next door? ❌Example 3 This is absolutely to be avoided, especially when yelling "How much did you leave me a tip?" while shouting "GET OUT!!!" [through the plexiglass while there were about ten customers sitting in the restaurant.] So embarrassing! 📌BTW TIPS... THEY'RE EARNED📌 I was already irritated after 5 minutes in the restaurant. The food lost all its appeal because of the service. We paid for our plates, and the $2 tip was even WAY too much (I usually leave 50¢ when the service is lacking, as a lesson and a bit of a wake-up call). It's a shame the owner and the other person at the register were not there (always so kind and cheerful). A monumental disappointment! Thank you very much, we had a great evening with my mother. Really. 😣😓 P.S. In 2026, bullying has no place anywhere!!! P.S. This is still my favorite Chinese restaurant. However, the situation needed to be addressed to make improvements.
