How are restaurants that were exposed for having foreign objects in their food doing now?

Regain credibility after an incident

In early July, Ms. PA (26 years old, living in Ho Chi Minh City) posted a post accusing a restaurant in Tan Binh District of having a foreign object. After reporting, not only did she not receive an apology, but she also received a harsh response from the restaurant.

Immediately afterwards, the restaurant owner firmly explained that there could not be a foreign object in her meal and that the inappropriate response was just an accident. However, according to Ms. H. (60 years old, restaurant owner), the restaurant's business at the time of the "exposure" was extremely sluggish, causing her to worry and lose sleep.

The incident gradually subsided over time, and the restaurant began to operate normally and rebuild its reputation. More than a month after the incident, the owner happily said that her restaurant is now crowded again, with many foreign customers coming to enjoy and be excited about the way the owner prepares the dishes.

"Usually my shop closes at around 9pm, but there are days when customers come late at night to buy hot pot, I also serve them until 10pm. When I asked them how they knew about the shop, they said they found it online and came here," the owner confided.

A month after the incident, the restaurant's business returned to normal.

Ms. H. said that continuing to do business after the incident was not easy, but with the meticulousness and care in each dish brought to customers, as well as the trust of long-time customers, the restaurant was able to recover. She said that throughout the years of doing business and selling food, she always kept in mind that cooking was like cooking for family, determined not to let any incidents happen.

In all my years of business, I have only had two complaints from customers, both of which were rare events. I think that as long as you do business with your heart, God will not let you down, and customers will understand!

Mrs. H., Owner

In early September 2022, a convenience store on Ta Quang Buu Street (District 8) was accused of having foreign objects in the food sold to customers. Immediately after that information, the store immediately handled the incident by apologizing to customers as well as temporarily stopping the sale of this dish at all stores to investigate the incident.

Finally, the store announced through independent third-party testing results, concluding that the foreign object sample was part of a chili seed, completely safe.

At that time, the way the store handled the situation was considered professional and quick when receiving complaints from customers on social networks, which was highly appreciated by many people. After the incident, the sale of this dish at the store returned to normal. According to Thanh Nien 's records at the present time, many customers still support and buy food at the store.

Unfortunately, if the restaurant owner is "exposed" on social networks, what will he do?

Confiding in Thanh Nien , Ms. H., owner of a famous beef noodle chain in Ho Chi Minh City, said that during more than 20 years of business, she has encountered many mixed feedbacks from customers about her dishes.

"Good or bad depends on each person's taste. Customers' good or bad reviews are inevitable. But as a businessman, I always remind myself and instruct my employees to do things with heart to minimize possible incidents. As long as you have heart, everything will "have heart" back to you," she said.

Although she has received comments and feedback from customers, with the mindset of always listening, Ms. H. said that she has never let customers be upset to the point of having to "expose" them on social media, because to her, that is a terrible thing for a restaurant.

"Customers may complain about the taste, but I have never complained about foreign objects or insects appearing in the dishes, because I always try to be careful in my business. I cannot predict the future, there may be unexpected incidents, but when I receive feedback from customers, I will listen, understand and try to resolve them to their satisfaction," she said.

Similarly, Ms. MH, the owner of a famous bakery in Ho Chi Minh City, also said that fortunately, her shop has never received any complaints from customers about foreign objects in the food. When cooking, Ms. MH always keeps in mind that she must be very careful, such as cooking for her family and relatives, and comply with all food safety and hygiene regulations, determined not to let any unfortunate incidents happen.

Nowadays, customers are king, just a small mistake can make them angry and rate and review your restaurant online. With the popularity of social networks today, whether the post is right or wrong, the one who suffers is still your restaurant. The reputation built up over many years can collapse in a single post!

Ms. MH, Owner of the sandwich shop

That is also the reason why Ms. H. said that if there is any case of customer feedback about foreign objects in the food she sells, she is always open-minded, listens, and resolves the customer's wishes. First, she must apologize, then the right and wrong will be verified later.

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