The So Pho Dining Experience
A second visit was made to So Pho on Sunday 28 March 2021 at 7pm.
A family of 4 had our dinner there. We ordered 2 beef ball soup noodles ($10.80 each), 1 tendon beef noodle ($12.50) and 1 dry beef noodle ($10.80). In one of the beef ball soup noodles, we found a strand of black hair in it. We called and the Manager came. We showed her the hair in the bowl and she took it to the kitchen. No apology was made. She returned a few minutes later with a new bowl. Later we realized that for the beef ball spicy noodle, no beef balls were included. Imagine ordering a beef ball noodle dish with no beef balls in it. We called for attention and the same Manager came. Told her about it and she she went to the kitchen to return a few minutes later with the missing beef balls in a separate smaller bowl. No apology was made,
After our meal, I asked for the Manager to be called and informed her of the 3 wrongs - firstly, a long hair in the dish (iunhygenic), secondly, missing beef balls for a beef ball noodle (a bad mistake. Its like ordering a chicken briyani with no chicken in it) and thirdly not making any apology for the 2 incidents which displayed a lack of service interest.
Manager then apologised for the mistakes. She made the apology 3 times and offered a staff discount that reduced the bill by 30%. That was a good service recovery.
Otherwise the food there is good, I must say.
The So Pho Dining Experience
A family of 4 had our dinner there. We ordered 2 beef ball soup noodles ($10.80 each), 1 tendon beef noodle ($12.50) and 1 dry beef noodle ($10.80). In one of the beef ball soup noodles, we found a strand of black hair in it. We called and the Manager came. We showed her the hair in the bowl and she took it to the kitchen. No apology was made. She returned a few minutes later with a new bowl. Later we realized that for the beef ball spicy noodle, no beef balls were included. Imagine ordering a beef ball noodle dish with no beef balls in it. We called for attention and the same Manager came. Told her about it and she she went to the kitchen to return a few minutes later with the missing beef balls in a separate smaller bowl. No apology was made, After our meal, I asked for the Manager to be called and informed her of the 3 wrongs - firstly, a long hair in the dish (iunhygenic), secondly, missing beef balls for a beef ball noodle (a bad mistake. Its like ordering a chicken briyani with no chicken in it) and thirdly not making any apology for the 2 incidents which displayed a lack of service interest. The manager then apologized for the mistakes. She made the apology 3 times and offered a staff discount that reduced the bill by 30%. That was a good service recovery. Otherwise the food there is good, I must say.
