The entry I made a few days ago entitled “Sakae Sushi Different in Standards? :(” was read by Sakae and they responded. In an e-mail, the lady named Jacintha, mentioned that she checked with her colleagues at Heartland Mall branch and indeed there was a miscommunication between the outlet manager and the supervisor regarding the use of the vouchers. I was supposed to be allowed to use the vouchers even if it was Fathers’ Day. Jacintha went on to apologised and was sorry for any inconvenience caused. She also mentioned that the outlet manager wanted to call me to apologise. Nevertheless I said that it was not necessary. Whatever the case, I went back to dine in at Sakae Sushi, same branch, last night together with Louis.

Much to my surprised (and a bit of embarrassment), the supervisor Wai Lee, actually addressed me by my name. She apologised over what happened and offered Louis and I free desserts. I was quite reluctant to accept the free desserts after our meal. But Wai Lee came over again to ask what we would like to eat for dessert. Even brought us the menu. So we ordered what we wanted. I finally got a chance to eat what I have always wanted to try – Tai Yaki. Coating with a fish designed waffle; inside was ice-cream with red beans. It was deliciously!

Recently I attended this workshop called “Up Your Service” and learned about the stages of customers’ satisfaction. Of all the levels, I would rate my latest experience with Sakae Sushi as “Surprising”, a level below the top of “Unbelievable”. Although Louis said their service was just “Desired” stage because it was something Sakae should do to gain back customers happiness. But I still gave it a “Surprising” rating. As I mentioned above, because I was greeted by name and was even offered free dessert. Dessert not just for me but for my friend too. Sakae could have just apologised and close the case but they took the extra step to make their customers like myself, feel honoured. So, good job Sakae this time round!

But instead of visiting Sakae once a month, I now spent over $100 for two dines in just less than 7 days. Gosh!

Related posts:

1. Sakae Sushi September Special
2. Lunch with Louis at Sakae Sushi
3. Sakae Sushi has a New Menu
4. Well Done Sakae Sushi
5. Time to renew my Sakae Card