I recently dined at a restaurant and had a less than positive experience.
I sent the relevant restaurant some feedback. The restaurant very kindly offered to waive the cost of lunch and refund me the amount spent.
As I was not comfortable accepting the refund for various reasons, I requested that the refund be donated to charity.
I think it is more important for the service provider to learn from the incident and put in place a system to better manage its customers, which the restaurant has assured that it will do.
Happiness,
Dharmendra Yadav
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Sunday, September 07, 2008
Wednesday, September 03, 2008
Lunch at Supreme Court & Service Recovery
LETTER SENT TO SINGAPORE ACADEMY OF LAW ON 3 SEPTEMBER 2008
I had lunch this week with a friend at the Academy Bistro at the Supreme Court.
I had ordered chicken as the main course. About five minutes into the main course, I realised the meat was uncooked and bloody.
I sought the waiter's assistance and requested that the problem be rectified. The waiter said he will have the chef look into the matter. The same piece of chicken merely came back reheated.
I was then asked a second time if the food was okay. Unfortunately, the meat remained bloody. I made this known to the waiter but proceeded to complete the rest of the main course without eating the bloody parts.
Following the incident, the waiter on duty made it a point to apologise three times. This is commendable. First, when I first complained that the chicken was bloody. Second, when the main course was re-served and the waiter checked if everything was okay. Third, when I left the restaurant.
Saying sorry is only one aspect of service recovery. The overall service recovery attempt leaves much room for improvement.
Prices at the Academy Bistro are relatively high, if compared to restaurants of similar standing. At such a restaurant, the food would not have been reheated. A new dish would have been duly served.
If the new dish had still been unsatisfactory, an offer could have been made to either waive the charge for the particular course or the whole bill.
I hope corrective and preventive actions can be taken to address such situations.
The Academy Bistro feeds the legal fraternity. It is also host to many guests of the legal fraternity. Above all, it enjoys a privileged space in the iconic Supreme Court building.
It must therefore observe the high standards that one would expect from a valued member of the legal fraternity.
Happiness,
Dharmendra Yadav
Please consider the environment - do you really need to print this?
I had lunch this week with a friend at the Academy Bistro at the Supreme Court.
I had ordered chicken as the main course. About five minutes into the main course, I realised the meat was uncooked and bloody.
I sought the waiter's assistance and requested that the problem be rectified. The waiter said he will have the chef look into the matter. The same piece of chicken merely came back reheated.
I was then asked a second time if the food was okay. Unfortunately, the meat remained bloody. I made this known to the waiter but proceeded to complete the rest of the main course without eating the bloody parts.
Following the incident, the waiter on duty made it a point to apologise three times. This is commendable. First, when I first complained that the chicken was bloody. Second, when the main course was re-served and the waiter checked if everything was okay. Third, when I left the restaurant.
Saying sorry is only one aspect of service recovery. The overall service recovery attempt leaves much room for improvement.
Prices at the Academy Bistro are relatively high, if compared to restaurants of similar standing. At such a restaurant, the food would not have been reheated. A new dish would have been duly served.
If the new dish had still been unsatisfactory, an offer could have been made to either waive the charge for the particular course or the whole bill.
I hope corrective and preventive actions can be taken to address such situations.
The Academy Bistro feeds the legal fraternity. It is also host to many guests of the legal fraternity. Above all, it enjoys a privileged space in the iconic Supreme Court building.
It must therefore observe the high standards that one would expect from a valued member of the legal fraternity.
Happiness,
Dharmendra Yadav
Please consider the environment - do you really need to print this?
Thursday, August 28, 2008
Singapore Chief Justice on Golf
Chief Justice Chan Sek Keong speaking at the welcome dinner of the inaugural ASEAN Law Association Judicial Cooperation Programme, 12 August 2006 -
“I don’t play golf and so [I] have no understanding whatsoever of the passion that impels avid golfers to forever seek the perfect game, sometimes thousands of miles away from home to play at classic golf courses. I am also told that golf is a very self-directed game, in that a golfer does not compete with another golfer, but with himself. I suppose that is why golfers, who blame fate for every untoward event in their lives, feel personally responsible when they make a hole in one. I am also told that golf provides a good testing ground in civility and good manners. In primitive society, when native tribes beat the ground with clubs and yell, it is called witchcraft; in civilised society it is called golf.”
Afterthought:
1. I really like the comparison made between witchcraft and golf here. How times have changed indeed.
2. This blog will now carry a new section called "Quotable". This section will feature quotes that I find in my daily life that has left an impression on me and which I feel is worth sharing on this space. If necessary, I will leave an 'afterthought' about the quote featured. All credit for the quotes should of course go to the respective authors.
Happiness,
Dharmendra Yadav
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Tuesday, August 26, 2008
Journeying with strangers
DEDICATED TO GEORGINA ROBINSON
A new friend recently reminded about an article I had written some time ago. She said it made an impression on her.
The interesting thing is that it's been some time since I wrote that article and it remains very relevant.
I continue to meet interesting people on the train.
For example, early this year, I met a retired engineer on the train. We see each other regularly. I still don't know his name. We have good conversations. He tells me about the places he has travelled to with his family. He tells me about his son who lives and works overseas. And he provides interesting perspectives on issues of the day.
These experiences have made some of my train journeys seem shorter but more meaningful.
Happiness,
Dharmendra Yadav
Please consider the environment - do you really need to print this?
A new friend recently reminded about an article I had written some time ago. She said it made an impression on her.
The interesting thing is that it's been some time since I wrote that article and it remains very relevant.
I continue to meet interesting people on the train.
For example, early this year, I met a retired engineer on the train. We see each other regularly. I still don't know his name. We have good conversations. He tells me about the places he has travelled to with his family. He tells me about his son who lives and works overseas. And he provides interesting perspectives on issues of the day.
These experiences have made some of my train journeys seem shorter but more meaningful.
Happiness,
Dharmendra Yadav
Please consider the environment - do you really need to print this?
Tuesday, August 19, 2008
Political Censorship Revisited
Three years ago, I argued that the Government had to rethink its policy on political films in Singapore.
At this year's National Day Rally, Prime Minister Lee Hsien Loong adopted some of the suggestions made.
I had premised then, "These moves would address the Government's concerns about the negative effect of party political films and its desire "to keep political debate in Singapore serious", while in the long run, also enrich our creative industries and make audiences more media savvy."
I stand by those views.
Happiness,
Dharmendra Yadav
Please consider the environment - do you really need to print this?
At this year's National Day Rally, Prime Minister Lee Hsien Loong adopted some of the suggestions made.
I had premised then, "These moves would address the Government's concerns about the negative effect of party political films and its desire "to keep political debate in Singapore serious", while in the long run, also enrich our creative industries and make audiences more media savvy."
I stand by those views.
Happiness,
Dharmendra Yadav
Please consider the environment - do you really need to print this?
Monday, August 11, 2008
Dealing with Young Offenders
INTERVIEW WITH INNOVA JUNIOR COLLEGE ON 11 AUGUST 2008
QUESTION
Can you give us a general overview of the current legislation concerning juvenile delinquency?
ANSWER
A general overview of how our courts deal with juvenile offenders can be found here.
Please peruse the above website.
As you will see, our legal system clearly treats young persons differently from adults and our courts have various options to deal with young offenders.
QUESTION
We understand that, through statistics, juvenile delinquency has been on the rise for the past decade. We are proposing that the legislation regarding Juvenile delinquency be made harsher so as to reduce the number of juvenile crimes. Through research, we know that certain countries have adopted this method to reduce the Juvenile Crime Rate. For example, take the case of United States of America, [where juveniles can be tried as adults for certain serious crimes and where laws hold parents either criminally or civilly liable for their children's acts].
Q2. What is your opinion on our proposal that Singapore should also adopt similar methods to reduce her Juvenile Crime Rate?
Q3. What methods or changes to the legislation do you suggest to reduce Juvenile Delinquency?
ANSWER
As you will see from the website link provided in my earlier answer, our courts apply a number of methods to deal with offences involving juveniles. I think our policy-makers will tell you that we should be careful about transplanting the practices of other jurisdictions because what works elsewhere may not necessarily work in Singapore.
What I want to emphasise is different, a comment I made recently in a newspaper. By the time a young person ends up having to face the hammer of the court, it is often too late.
Young persons often display warning signals before they commit crimes. Safeguards should be placed in society to reach out to these young persons early in order to help them. Legislation and the courts cannot do this alone.
Happiness,
Dharmendra Yadav
Please consider the environment - do you really need to print this?
QUESTION
Can you give us a general overview of the current legislation concerning juvenile delinquency?
ANSWER
A general overview of how our courts deal with juvenile offenders can be found here.
Please peruse the above website.
As you will see, our legal system clearly treats young persons differently from adults and our courts have various options to deal with young offenders.
QUESTION
We understand that, through statistics, juvenile delinquency has been on the rise for the past decade. We are proposing that the legislation regarding Juvenile delinquency be made harsher so as to reduce the number of juvenile crimes. Through research, we know that certain countries have adopted this method to reduce the Juvenile Crime Rate. For example, take the case of United States of America, [where juveniles can be tried as adults for certain serious crimes and where laws hold parents either criminally or civilly liable for their children's acts].
Q2. What is your opinion on our proposal that Singapore should also adopt similar methods to reduce her Juvenile Crime Rate?
Q3. What methods or changes to the legislation do you suggest to reduce Juvenile Delinquency?
ANSWER
As you will see from the website link provided in my earlier answer, our courts apply a number of methods to deal with offences involving juveniles. I think our policy-makers will tell you that we should be careful about transplanting the practices of other jurisdictions because what works elsewhere may not necessarily work in Singapore.
What I want to emphasise is different, a comment I made recently in a newspaper. By the time a young person ends up having to face the hammer of the court, it is often too late.
Young persons often display warning signals before they commit crimes. Safeguards should be placed in society to reach out to these young persons early in order to help them. Legislation and the courts cannot do this alone.
Happiness,
Dharmendra Yadav
Please consider the environment - do you really need to print this?
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