At the end of 2023, a Qianli Xiang wonton shop in Changzhou, Jiangsu Province suddenly became popular, and the owner's behavior of "extracting teeth for free" for customers instantly caused huge controversy and negative reviews on the Internet.
The incident and its follow-up are no strangers to everyone. Just because a guy added a little more vinegar when eating wontons, he was beaten by the boss. The boss was detained by the police because of this, and now he should come out with his fingers.
But even if this matter is over, I am afraid that the store will not be opened, looking at the messages on the Internet, and the subsequent behavior of citizens sending "sacrificial supplies" to the door of the store, you can foresee the future of this store. At the end of the day, it's the service that goes wrong.
However, many stores do not seem to have learned their lesson and are always trying to challenge the bottom line of consumers.
Recently, in Zhuozhou, Baoding, Hebei Province, a woman posted a video saying that she took her child to eat Wallace, but because the child and the clerk asked for tomato sauce, the two sides had an argument and were almost beaten.
That night, according to the woman's description, she ordered three burgers, a glass of Coke and a fried chicken. However, when she went to pick up her food, she found that ketchup was not served in the store. When her children asked the clerk for ketchup, they were told that they would only be delivered if they bought fries, and that they could not buy it separately even if they were willing to pay.
What made her even more unacceptable was that there was no ketchup at the same table as herself, but when the child went to the counter to ask for it, the clerk quickly agreed to her request.
This left her confused and unfair, so she asked the clerk, "Why is ketchup for the little girl and not for us?"
The clerk responded that it was because of her bad attitude, and an argument broke out between the two parties.
In the video taken by the woman, a female clerk even picked up the plate and made a move to smash it at the customer, while other older clerks immediately stepped forward to stop it, but in the end they did not actually smash it.
The lady expressed her dissatisfaction and confusion in the video: "Just for a packet of ketchup, you want to hit me with something, who will serve whom? I'll come to you for a meal, and you're still beating people. ”
After the video was posted on the Internet, it aroused discussions among many netizens, after all, almost everyone has eaten fast food such as hamburgers, and they all have a certain right to speak
Some netizens said that it is necessary to eat hamburgers by themselves, and they are glad that they have not encountered similar things
Some netizens compared some fast food of the same type
Coincidentally, I also love to eat this kind of fast food, but seriously, since I was a child, I haven't encountered a rejection of ketchup, is it because I didn't eat Wallace?
Some netizens also said that they had encountered a similar thing, they didn't give tomato sauce if they didn't order French fries, and they only gave one pack of sauce for one French fries
The store responded to the follow-up
As the online public opinion turmoil grew, some media consulted the store concerned
A staff member replied, "There was an argument, and the employee involved has been fired and apologized to the customer." You can also give tomato sauce if the customer needs it, and I can't tell you too much about the specifics.
Judging from this response, it is certain that the reason for the contradiction is the same as the woman's video, which is the problem of one or two packets of ketchup. As for how the two sides communicated and what their attitude was at that time, it didn't matter too much.
In the final analysis, the wonton shop incident and the ketchup incident this time, although the situation is different, both reflect the problems in some aspects of the food service industry.
That is the attitude of employees towards customers, which directly affects the customer's dining experience and brand image. In the highly competitive F&B market, customer satisfaction and reputation are paramount, and any disrespect for customers can have a negative impact on the business in the long run.
Netizens can be so angry, the attitude of the store is on the one hand, and on the other hand, it is because the consumer's request is not excessive. It's normal to eat wontons with vinegar. If you eat hamburger fast food and ask for ketchup, even if you don't ask for it, you should take the initiative to give it.
But such a simple request turned into a conflict. It can only be said that it reflects the shortcomings of the store and the entire brand in terms of staff training and corporate culture construction. A good corporate culture and comprehensive staff training can effectively prevent such incidents from happening.
For businesses like Wallace, customer feedback is an important resource for improving service and avoiding similar incidents in the future. Enterprises should pay attention to and actively respond to customer opinions and complaints.
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