This used to be my go-to spot for Chinese food. That is until this weekend. This establishment needs a Customer Service makeover. Every family member in there needs to learn to read, write and speak English and needs to all be trained in the fact that it is the local community, comprised of ALL races, that is keeping them in business.
I have read all the complaints online about this restaurant and the one that reoccurs the most: poor customer service.
Based on the treatment I received, I finally understand why. Not only was I treated rudely by the cashier who was too rude to even change her attitude when I pointed out she was being rude, but also by the half-listening owner, when I explained the encounter and requested a full refund and apology, to which she (the owner) snarked, mumbled and finally blurted out, "sorry" with such bizarre contempt when I asked her to speak up because I could not understand her.
When owners and a business don't respect their customers, it always has a way of revealing itself. It matters not how great the product or service is when the customer service is bad.
In fact, I will actually pay for food that tastes inconsistently great if it comes with consistently great Customer Service. Because I know that business would most likely be open to customer feedback and would know how to manage customer concerns or complaints. Businesses that treat their customers with respect, know how to keep the same customers. Businesses, like Grand China, overbloated with their own arrogance and belief that they are too popular to fail.... well, the community will ultimately decide.
As you continue to piss off and frive away existing customers with your arrogance, rudeness and contempt, you'll continue to attract new, unsuspecting ones and continue to be in an endless cycle of constantly treating customers poorly, thinking they're the problem. It'll only stop when you finally realize 80% of your business comes from 20% of your customers.
Make that 19%. We have given a lot of money to this restaurant over the years. That stopped this weekend. If you cannot value and respect your customers, whether you're busy or slow, then you and your business do not deserve the value and respect of the money I, too, work hard for every day.
Oh, and I say this even if I had only witnessed the treatment I received. As a community, it is important for us to remember our voice works when we all take a stand and stop financially rewarding businesses that do not demonstrate good ethics, behavior and respect to all of us all the time. read more