06/11/2024
Dear Mr. Dave Overley
Due to our unprofessional service, I solemnly express my sincere apology for everything you and your wife have suffered in our restaurant. I am very sorry!
If you feel that our sincerity is not enough, you can come to our restaurant in person to solve this matter, and we will apologize to you face to face.
Sir, (this is just a suggestion) If we want to solve the problem, we need an effective method, (we don’t need to drive if we can do it by plane) Because we are all adults, we should sit down and solve the problem calmly like two real men, instead of endlessly arguing on the Internet like two children. I don’t know if you agree with my point of view (the two of us are like clowns making everyone laugh)
Sir, I believe you are also a working person, I don’t have much time to read all the comments, (due to the language barrier, I need a translation machine to communicate with you) I am not a person who usually keeps my mobile phone in my hand, I don’t like the Internet very much, and I don’t like cyber violence even more.
Sir, (this is just a suggestion) First of all, we must be calm, calm, and sincere as the basis for solving problems, so that we can deal with problems logically and rationally, (I don’t know if we can reach a consensus on this point)
Sir, I grew up in Northeast China, and the characters of Northeast people are basically more straightforward and honest, (eat big pieces of meat, drink big bowls, don’t pay much attention to details, and generosity is the main characteristic of people in our region) I remember you said that your wife has lived in China for many years, and I’m not sure if she understands China (Northeastern people).
This is not an excuse for our unprofessional service. I just hope to understand us better through my description, just like my dishes, they are all large in quantity and large in plates, which is a style.
Sir, I am very grateful for your affirmation of my dishes, and thank you very much for your detailed description of the details of the entire service, which let us know where the problem lies in the service link.
In the reply on Google, I have first expressed my apologies, which may seem sincere to you. The following content is just what I understand about the situation on that day. I just describe what I understand, and finally talk about our current situation. I just hope you can understand and understand each other to see if there is any misunderstanding in the whole process (many people think we are looking for reasons and excuses). We just respond to customers' questions with a positive attitude.
(There is an important point here that confuses me. I have discovered some strange phenomena. When facing customer complaints on the Internet, as a business, we seem to have no right to explain. If we explain, it will be defined as "quibbling." As a result, many businesses can only subconsciously and mechanically "apologize" and do not really solve the problem.
(I also hope that everyone who sees this paragraph will not distort my meaning. I just said a true feeling on the Internet.)
Sir, when writing here, I would like to thank you again, because you have once again inspired my desire to be a writer. I am shocked that I can still write so many words with such clear logic! If we continue to write at length like this, perhaps we will all become famous "online writers" (Sir, do you agree with my suggestion)
Sir, we accept your corrections and criticisms of us. As long as they are well-intentioned, we will be very grateful! We have Ability to distinguish which are correct and well-intentioned comments and which are malicious and slanderous comments to vent personal anger.
Sir, let's discuss the solution to the problem (just my personal suggestion). We need to clarify two completely different issues:
(Service is a humanistic issue, which can be improved later and is reversible)
1. Regarding what you and your wife encountered in our restaurant, due to our unprofessional service, you and your wife have a bad dining experience and are not respected. I solemnly apologize to you and your wife. I am very sorry. (I don't know if you are satisfied with this point. If you have other demands, tell me what I should do next)
(The problem of deceiving customers with credit card tips is a legal issue. We need to pay criminal responsibility. It is irreversible and cannot be assumed. If there is, there is no. I think this is much more serious than the problem of insufficient service.
2. Regarding the issue of credit card tips, I believe that you are confused rather than intentionally misleading others to think that we are deceiving customers. (But the fact is that this kind of speech without sufficient evidence, just your personal speculation and suspicion, has misled others. Some people have already doubted and checked their bills. , the result is not what you assumed. Some people choose not to patronize our restaurant because of your remarks on credit card tips. This should be true, right? Sir, are you helping to correct our shortcomings? , or…………..?
Sir, I did not find any temporary modification or statement about credit card tips in your keynote speech, telling everyone that you need to verify your credit card bill before explaining it? Your remarks are still spreading on the Internet. Do you need to stop it in time and add some explanation about credit card tips in the content of your main post.
My sincere suggestion is that we should solve problems like men, solve our own problems well, and things will be solved simply. Don't waste each other's time!
Regarding the receipt issue you mentioned, I give you the following answer:
Our settlement system is now paperless. The general operating process is as follows: We will ask the guests whether they need receipts. We will send them to the customers on the spot according to the phone number provided by the guests. Have you checked your mobile phone information on that day or the phone number you provided to us to see if there is an error?
Regarding the minimum tipping fee on our menu, I give you the following answer:
1-5 people/18% (generally, for such small temporary guests, we will not charge a fixed tip, and you can choose the tip yourself through the card machine)
5-10 people/20% (such neutral gatherings are generally reserved in advance and need to pay in advance. We will tell the guests in advance and we will charge a 20% fixed service fee)
10-20 and above/25% (such large gatherings are generally reserved in advance and need to pay in advance. We will tell the guests in advance and we will charge a 25% fixed service fee)
Sir, our restaurant charges are transparent, and everyone has the right to choose to accept or leave before dining. We don’t want to embarrass guests with each other because of a few dollars of tip when they check out.
Why do we publish the minimum tipping fee on the menu? Because every year new Chinese students do not understand the tipping culture in the United States. We are just giving a friendly reminder. Of course, you can also refuse to pay tips. In our opinion, refusing to pay tips is a denial of us, which means that you will not come to dine here again and will no longer be our guests.
Our basic service process standards are as follows:
1. Hello, how many people are dining here? Are you taking out or sitting down to eat? Find a seat for the guests
2. Hand the menu to the guests
3. Pour water
4. Order
5. Serve
6. Pour water and ask if the dishes are satisfactory
7. Check out
8. Thank you, welcome next time
There is one more thing I need to add. Our service is different. We are not allowed to disturb guests to chat during their private dining time. Even if it is polite, it is not allowed. If the guests have any needs, just call our waiters. If you are confused about our dishes and don’t know what to eat, you can tell the waiters directly. According to our experience, we will recommend more conservative dishes that are not prone to problems. If you don’t tell us, we don’t know what help you need, especially when we are busy, it is easy to ignore some care for you, unless you are a guest we are very familiar with and understand. When we are not busy, we will go over to greet you and chat for a few words.
Sir, please allow me to ask you a question. At the end of your speech, you mentioned about (cars). Is this a place that I am confused about? Is this related to the dining experience this time?
If you want to know, I can tell you here, (cars are only part of our family business, and many people are curious about our motorcycles. If you have any needs to buy or sell cars and motorcycles, you can contact us)
Speaking of this, please allow me to say something off topic. This is the real feeling of life in my heart, not to educate anyone, (please don’t distort my meaning)
In our lives, it is difficult for us to satisfy everyone around us, or for everyone to satisfy us. There are always people who like us and people who hate us, including our relatives and friends. Many times we cannot get fair respect, or respect each other fairly, because everyone’s cultural level, cognition and understanding ability are different. So no matter what happens, the process of things is no longer important. What is important is the result, whether the result can be satisfactory.
My father taught me since I was a child: (Don’t criticize or blame anyone from the moral high ground, don’t be a hypocritical person, because you yourself are not perfect)
I often tell my son: Try not to go out when you are in a bad mood, stay at home to calm yourself down. Don't go out and bring negative emotions to other innocent people, because bad emotions will make you lose your judgment and become narrow-minded. You will feel that everyone around you is targeting you. Especially don't go to restaurants to eat. No matter how good the food and service are, they will be messed up. Unless you learn to be tolerant and generous, you can go out with emotions.
(Here I also advise those who have bad intentions. CHEF GONG is definitely not a trash can for you to vent your private anger. If you have any problems, you can sit down face to face to solve the problems, instead of holding a magnifying glass and "finding bones in eggs" on the Internet to infinitely magnify the problems)
Finally, I am very grateful to the friends who have supported and helped us, as well as those friends who came from other cities!
Currently, all comment functions on my Lansing Chowhounds account are still closed?
