Ji Lian's sister •
11 Mar 2012 • 216 reviews • 29 followers
I realise that the level of service I experienced at Tenza Izakaya cannot be representative of the general level of service of the restaurant, if not the place would have no customers at all. But let’s just say that my experience was overwhelmingly negative. It started out well enough, with the restaurant’s snazzy iPads informing you of the daily specials. Nice touch, that. Our first few courses of food arrived readily enough, say, after 20 minutes. There then proceeded to be a wait of another 40 minutes for our main’s, 2 rice dishes. Of which, when they arrived, one was wrong. Not to mention that they had forgotten our sushi order, which I didn’t bother to re-order.
Yes, yes, I realise that service slip-ups happen at the best of restaurants, but I feel that there can be at least two things that can save the restaurant experience from negative territory after these have occurred: first, if the food that did arrive was amazingly good, which it wasn’t. No doubt my sense memories are biased, but I do not recall the food being very much above competent. Not to mention priced at town prices for a restaurant that’s paying Sunset Way HDB rent. Second, aside from offering profuse apologise (which were, of course, forthcoming), you can compensate the customer by giving them a discount on their meal, giving them a free dessert, anything really to ease the injustice beyond, “We’re so sorry.” It’s these above and beyond things that distinguish a restaurant that’s really trying to be top notch from one that falls in with the rest of the army of restaurants in Singapore. Without them, well, you can have all the iPads in the world but it’s not going to guarantee repeat business.