Chun's Cafe — Restaurant in Jersey Village

Overall Experience:

I’ve been a loyal patron for years, consistently impressed by the delicious food. However, repeats of a single interaction tonight suggest a troubling shift: feeling undervalued and underappreciated as a long-time customer.

Incident Overview: • Spent over $60 on dinner—a significant purchase—yet when requesting a small extra of sweet‑and‑sour sauce, the owner briefly insisted on charging an extra $0.50. • My request, justified by loyalty and spend, was deflected with an offer of soy sauce and duck sauce instead—demonstrating inflexibility and lack of courtesy.

Impact on Customer Relationship: • This single 50‑cent transaction doesn’t compare to years of patronage, tips, and referrals. • The response (or lack thereof) sent a loud message: “Your loyalty doesn’t matter.” • In turn, it damaged the emotional bond and trust a good restaurant–customer relationship should inspire.

Recommendations for Management Train Staff to Recognize Loyalty Behavior • Implement a simple loyalty checklist: customers who spend above a threshold or dine frequently deserve gestures of appreciation—like occasional free extras. Create a Tiered “Thank‑You” Policy • For example: • Below $20: no extras. • $20–$50: optional complimentary dessert. • Above $50: up to two free condiment extras as courtesy. Empower Positive Discretion • Encourage staff to operate under a “happy to help” mindset—e.g., “Of course, let me put that on your bill, but it’s my pleasure to include it.” Add Tangible Loyalty Touchpoints • Consider a loyalty punch card (e.g., buy 9 meals, get the 10th free) or a digital sign‑up with birthday treats or occasional freebies. Gather Front‑Line Feedback • Ask staff to share moments when a courteous gesture made a big difference. Compile short real‑life examples and use them as best‑practice reminders in staff meetings. Follow Up When Things Go Wrong • Proactively reach out if they notice low frequency from loyal customers. “We missed you—what can we do to bring you back?”

Going Forward: Show Genuine Appreciation A Simple “Thank You, We Appreciate You” • Something as small as a handwritten note with the check, or a verbal “thanks for being with us all these years,” can go a long way. Select One or Two Meaningful Gestures • A complimentary dessert or small side on big spend nights. • “Surprise and delight” tactics—giving something unexpected but low-cost goes a long way to goodwill. Celebrate Milestones or Special Occasions • Birthday freebies, anniversary discounts, or loyalty perks—these emotionally tie customers to your brand. Consistent Sophistication in Customer Service • Ensure that staff always greet warmly, follow through with special requests, and personalize the experience when possible.

Summary • Strengths: Excellent, reliable food quality and years of positive experiences. • Weaknesses: A transactional mindset overruled warmth and appreciation, eroding customer goodwill. • Improvements: Small gestures, policy tweaks, and attitude shifts can immediately revive loyalty and brand reputation.

In short, recapturing that loyal patron—like you—boils down to balancing profitability with heartfelt hospitality. The investment needed is small; the payoff, in long-term loyalty and word-of-mouth, is...

I enjoyed the broccoli and vegetables dinner combo with won ton soup, egg roll, crab puff and an order of chicken wings. It was delicious. I was really surprised at the taste of the crab puff. i normally don't eat it. This time I did. It was tasty. The only draw back was the egg roll. It was not good at all. I was one of the first customers that visited the restaurant when it opened many years ago. At that time, I told the owner if he made good won ton soup, shrimp fried rice and great egg rolls he would be successful in this area. Over the years I have probably eaten inside the restaurant a couple of times, but have ordered take out countless times. The food taste good, except for the egg rolls. To me it taste like flavorless mush on the inside while the outside sometimes is crispy and sometime not. My favorite food from there is shrimp in Lobster sauce, won ton soup, and chicken wings, Also, the beef is so tender. The other food is great to me except for the egg rolls. They need a different recipe. I will travel a good distance to get a great egg roll and New England clam chowder.(I know its not...

This place SUCKS!!!!!!! They are rude!!! I have placed orders for Pickup and no one is ever at the front when you walk in to take an order. You have to wait to get service. I have also placed orders for Delivery and I am only 8 min down the street and they say it takes 30-45 min but has taken over 1 hr 15 minutes and when you call for the status they Lie and say its on the way. I called in a order for delivery at 9:15pm and they close at 10pm and when calling at 10:05pm asking for the status no one answers. So the worst part is its late and everything is closed already and not know if we are even going to get our food. The driver showed up at 10:20 pm. Today placed an order for delivery and they didn't even care. This guy just gave the phone to some lady and she asked me what I want when I had already given my order. She then put the phone down and I could hear people in the background speaking another language and they never came back on. I finally hungup and when I called back at 9:35pm they said the kitchen was closed. This is BULLSHIT!!!! This place sucks and the food isn't worth...