Rock Grills Steakhouse seriously needs a digital consultant

Rock Grills Steakhouse’s owner gave lengthy and dramatic warnings over a bad review by a customer.

Muhamad Fazli visited Rock Grills Steakhouse to celebrate his wife’s birthday. After the dinner, Muhamad Fazli made a review in Rock Grills Steakhouse Facebook page and gave two stars with a review as below. He started his review mentioning the steak was ok.  He felt that apart from the steak nothing else was worth.

Please see the attached print screen from Rock Grills Steakhouse Facebook Page.

review by Fazili
Review by Muhamad Fazli for Rock Grills Steakhouse

Rock Grills Steakhouse should have simply replied with an apology and requested them to visit their restaurant again for a pleasant visit under the supervision of the owner or someone who believes customer service is a priority for any business.

But Mr. Chia the owner, as mentioned in the post, gave an explanation which turns out to be lengthy agitated Muhamad Fazli.

Here is the reply from Rock Grills Steakhouse

reply from Rocks strongly believe that the issue can be settled very amicably. An explanation on how a business is done is not necessary. An explanation on how they are putting in effort to improve customer service should be good.

We trust social media consultants should be hired to handle social media interactions. Owners or Staff might go overboard in replying and we feel there is nothing to defend when a customer feels it is wrong.

Your comments please.


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