Yesterday I took my family for a treat at a fancy Western Restaurant on Bintang Walk. I was attracted by a large poster outside the reataurant promoting their alliance with a loyalty card. It said very clearly that members could get loyalty points or redeem their points in the restaurant.
Well, the three of us ordered our dinner and drinks, and I gave my loyalty card to the waiter and asked him to check my points for redemption against my dinner bill. After about 10 minutes, he brought my card back and said rather nonchalantly that their “machine is out of order and cannot check the card“. I couldn’t believe it but held my peace.
After the meal, I went over to the cashier and said that I would like to check my loyalty card for my points. He swiped it and lo! the slip printed ourt my points! I told him that someone else told me that the machine was broken and my card could not be checked…but he said “no problem”. OK, so far so good. Next, I said that I want to redeem my points against my bill. The guy looked confused and off he went to get another guy who was obviously his supervisor. The second guy berated the first guy on the “right” procedure to swipe my loyalty card and my credit card and I thought to myself, “Good, here’s someone who knows his job!”. That is..until I asked to redeem my points and he looked just as confused by my request as the first guy. He paused and then said that I could not redeem my points but he has credited the new points to my loyalty card. I pointed out to him that the poster outside clearly said that I could redeem my points in the restaurant…but he said that he does not know about that procedure.
I decided to let it go….but I wonder if the new points are even credited to my card at all!
Once again…..a grand promo plan but poor execution where the front-line staff have no clue as to what to do about the promo at all!
Do you have a similar experience? Tell us about it!