So I've been writing reviews and blogs for a long time now. And never have I ever written a negative review for anyone because I firmly believe I don't have the right to hurt anyone's business. I have been so firm in this practice that I have often been labeled as a 'bought blogger', someone who is paid to write positive reviews (I wish! I wouldn't have to work 2 jobs then). This recent experience however, takes the cake. Literally!
I have waited a week to write this review just so that I could recall it objectively and without that hot flush of anger that comes when a paying customer is disrespected by a home-based caterer. Now I'll be honest with you, there have of course been situations where the food is so unpalatable that I haven't been able to consume it, but I have spoken directly to the owners of the establishments and left it up to them to decide how to proceed further. There has even been a situation where a home-based baker actually forgot I had placed an order with her for my father's birthday cake, and I refused to write about that as well because it was an honest mistake on her part, even though my friends told me I should. When she sent the cake and a handwritten note free of cost the very next day without any prompt from me or my family, I might add, she completely won me over with her customer service. Had she only sent me that handwritten note of apology, I would have written about her kindness then as well.
This situation however, was completely unwarranted and could have been avoided if said person had used a more civil tone to explain her 'rules'. This lady is Reema, who operates from her home on Khayaban-e-Rahat and is known for the Chocolate Gateau she makes and sends in the pretty plates. My father and one of his friends were amongst her first customers over a decade ago, and over the years, my father has ordered the cake many a times from her.
In this particular scenario, my father had been traveling and asked my sister to order a cake from Reema for a family friend who had sent a beautiful and quite delicious fruit pavlova. Abu wanted Reema to send the cake in the platter the pavlova had come in, because we didn't want to send the plate back empty. Everything was fine when my sister placed the order for the cake. Shit hit the fan when she asked Reema if our own plate could be used for the cake, and if she could do us this favor because Abu has been such a longtime customer. The answer was immediate and quite rude. 'No! You can't use your own plates for my cakes and you have to give a Rs. 500 deposit for MY plate before I give the cake to you and I WON'T be taking orders from your father if my plate isn't returned!' My sister was quite shocked by this virulent response and politely said okay thank you, and hung up the phone. My sister then made shahi tukray herself with help from my aunt and the matter of the plate was done and dusted.
By the way, the same friend who started promoting Reema in her initial days never got his deposit back when he ordered the cake from her a while ago. He's clearly said that's the last time he's ordering anything from her, even though he's friends with her husband and had in fact, returned the plate.
As someone who loves food and eating in general, I can forgive when my order is messed up, brought to the table stone cold, delivered late or not delivered at all. What I can't forgive is bad service to a paying customer, especially when they have been nothing but nice to you and your business.
All business owners in the restaurant industry need to realize that customer service and quality of the goods you provide are the only two major things your businesses need to thrive. Reema's behavior was angering, shocking and depressing all at the same time. Angering because my sister didn't say anything that warranted such a reaction, shocking because one doesn't expect such rudeness from an 'educated' woman, and depressing because if this is how our so-called educated well to-do citizens behave, then one can't expect much from the people who live here. My dad didn't experience all the emotions I did, he was just pissed and he like his friend, won't ever be ordering from Reema or promoting her business again and in fact regrets having ever promoted it to begin with.
With social media being how it is, I sincerely advise Reema to be the way she was a decade ago. Humble and polite. Let's not fly too close to the sun, then crash and burn (Reference: Icarus and the Sun)
Wow.... just... wow
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