Milky Lane Liberty Mall — Local services in Msunduzi Local Municipality

On my recent visit to Milky Lane, Liberty Mall, PMB and to be honest in the last few visits to this branch l have been really disappointed with the level of service from the staff.

From what l could count, and that excludes those staff in the kitchen l counted 8 staff for such a small branch. Now, l am all for empowerment but when that "empowerment" does not include a few vital components in the training programme, i.e. leadership skills, managerial supervision, code of conduct, service delivery, and many more basic skills in terms of not only delivering a good product but an excellent service then all the branding, displays, fixtures and fittings mean nothing.

I therefore urge management to review this constructive criticism in the light that it is intended, to hopefully inspire you to place all the staff that this branch on an effective training programme to HELP them understand the importance of customer satisfaction.

What are the critical points to revisit in training:

Don't allow staff to be standing around when tables are waiting to be served. Don't allow customers to wait for a menu for longer than 1-2mins. Don't take a customers order without making sure that they either want cream or ice-cream on their waffles, etc. Don't just assume!! Don't leave the customer with the menu for longer than 5mins when you can clearly see they ready to order. Don't leave the customer waiting for their tables to be cleared after they have eaten for longer than 2-3mins. Don't bring the bill to the table when the customer hasn't even finished their meal.

These are BASIC principles of service delivery in a restaurant or...

The worst in terms of service, they obviously are understaffed and the staff there aren't focused on the customers. We arrived there just after 4.30pm , seated ourselves and waited till 5.30 without even a menu to browse through or being attended too.The waitress was aware we were there as she cleaned the table before when we sat down. They went on to serve a gentleman that had arrived 15mins after us . I approached the waitress to address that situation, she apologized and said she was returning to serve us, we waited a further 15mins with no return in sight of a waiter and left to have THEE tastiest waffles and dessert at panarrotis, Coupled with efficient top notch service. We'll done panarottis midlands mall for your outstanding service levels . It seems to be a ongoing pattern at milky lane mudlands mall where you have to wait for long periods of time unattended to. Management need to look into this as this is not the first time I've experienced thisUnecessary long wait just...

Excellent experience as always.

After tasting a Disappointing Death By Chocolate Waffle the day before from another branch in PMB.

It was such a Great relief to find Comfort in ordering the exact Waffle at the Liberty Midlands Mall branch as always and Have the Waffle made to perfection 👌🏼

The Waffle( Death By Chocolate) I had was Crisp & Golden on the outside with a Tasty, tender inside & the toppings which where balanced out.

This Branch never disappoints.....no matter how Busy or Quiet they are, the Staff are always,Professional, Helpful & Always have huge smiles on the faces.

The branch is always Spotless, very Neat and Clean.

From the many years of visiting the Milky Lane Liberty Midlands Mall branch, They have always been Consistent in making the Best Waffles, ALL THE TIME

To the Staff and Management at this branch: Keep up the Great Service and Quality of...