ZUS Coffee - Plaza Pandan Malim — Restaurant in Malacca

I arrive around 1030++am on 12th Apr, Friday to order. I was waiting at the cashier counter to have someone attend to me. it took a good few minutes before there was finally someone to speak to me.

She asked me if i have the zus app & suggested that i order from the app. She said she is having a big order and the delivery guy is waiting for his order.

For context, I'm not a regular thus I'm reluctant to install an app just to get a drink. I'm just trying to let time pass while waiting for the right time to visit a relative in the housing area behind.

It looked like she was handling the order alone, i'm not too certain. I am no evil customer, i truly understand the situation so i asked if she could punch my order first, and i can wait for the drinks, no probs as I'm not in a rush.

What struck me was her reply. She said she needs to prepare the order now, the delivery guy is waiting. She made me feel like i'm BEGGING her to take my order...i literally felt unimportant and dismissed.. There was no sorry but more of expectation for the customer to understand her situation. You see, punching my order would just take u maximum 3mins as i have decided my order list already. and yet she rejected me...

Please don't do this to anyone ever again.. it's not really the product quality in the end but how you make them, the customers FEEL when they enter your premise. Bad product quality can easily be forgiven with a GREAT customer service. You just need some common sense to handle such situation.

Here's my suggestion for your improvement: Putting Customers First: Ensuring that customers feel valued and prioritized should be the cornerstone of any service-oriented business. While operational efficiency matters, it should never come at the expense of customer satisfaction. In your case, the cashier could have taken a few minutes to punch in my order, demonstrating empathy and understanding.

Clear Communication: Transparency is key. If there are constraints (such as a big order or a delivery waiting), customers appreciate being informed. However, the tone and manner of communication matter. A simple explanation like, “I apologize for the delay; we have a large order to handle,” would have made a significant difference. These situation occured many times to me in big chains such as KFC, McD, etc. They let me know how long i need to wait and asked if I'm willing to wait, but they never reject me if i wanted to order at the counter.

Balancing Priorities: Businesses often juggle multiple tasks simultaneously. However, it’s crucial to strike a balance between fulfilling orders promptly and treating each customer with respect. Acknowledging your request and finding a solution (like punching in your order) would have been a better approach.

Empathy and Courtesy: A sincere apology goes a long way. Even if the situation is challenging, a courteous response can mitigate frustration. Customers understand that mistakes happen, but empathy and understanding can turn a negative experience into a positive one.

I hope this doesn't happen to any customers...

I would like to tell you some words about one of my favorite cafes in Pandan Malim. It is a suitable place to sit with a cup of tea or coffee or to spend spare time with your friends. In my humble opinion, it would be hard to find a friendlier place in Pandan Malim than this little cafe, but of course, it is a matter of taste. The interior helps to create a relaxed home atmosphere. It is a small cafe, which specializes in serving coffee and desserts with a small and simple dining room.

The interior of this cafe is rather cosy and comfortable. Inside the cafe, one can observe several small wooden tables without tablecloths, wooden chairs, and nice soft sofas. There are stands with sugar, salt and paper napkins on the tables. Near the entrance, there is a large mirror, therefore the visitors have an opportunity to look at themselves. Along the walls are wooden cases with some pictures and photos. You can always hear unostentatious and melodic...

i think this branch is the huge one in melaka. i love it . the interior design also very nice.

both cakes & drink taste good. but actually i have remarked when i ordered thru apps, i want to dine in 1 of my cake. even the sticker at my drink& cake box shown the note. sadly they packed both 2 slices in a box. i wish that 1 slice serve in a plate 😩 easy for me to eat. why u ignored my remarks? 😔 dont want to make any trouble, i just take it away.

correct me if im wrong. in the apps, there is no option for dine in (in malim branch). so i choose pickup and do remark/note for dine in. OR do i need to order at the counter for dine in?

plus, maybe yesterday was my unlucky day. the environment in the cafe was too noisy “macam pasar”. please ,whoever read this, please have some common sense when you are in...