1.

I need you to think back on a time when you went to a restaurant and had a very BAD
experience. Then, I need you to describe that experience to me. Tell the story of what happened
on that one visit to the restaurant and why it was so bad.

We went to a buffet restaurant located in the heart of Bangkok. It is boasted as one of the best of its
kind with relatively expensive price compared to its competitors. I went there with my family holding a
high expectation on the quality of food and services. However, though we had reserved out tables
beforehand, we had to get in the line to enter the restaurant at the particular time. That cost us a lot of
time. It took 30 minutes before we actually had our seats. On top of that, the way food is ordered is
obsolete as they require us to get into another line to manually tell a waitress what to order. Not only
they cost us a lot of time, they also limit our orders so that we do not order too many of the premium
ones. Sometimes, they could pull a trick by informing that the most participated menu had been already
sold out, so customers needed to order something else which is not worth the price at all. That was
extremely frustrating. Even worse, the quality of food was not that great. The meat was dry and not
juicy, not to mention the fact that some hot food was served cold while cold food was a bit warm and
not fresh. Besides, the tables were quite tiny compared to dishes which were abnormally huge. By being
huge, it was the dishes not the food. The proportion of the food was inappropriate for us, but of course,
they claimed that they served that tiny amount of food to encourage us to order a variety of dishes
though they had run out of their one-third menus. Moreover, the fact that the staff were not attentive
and considerate was their greatest weakness as no one bothered helping us. They were just being busy
with invincible tasks from our point of view. By all means, I would strongly object anyone going to this
restaurant. It is undeniable that their marketing is great, but quality and price wise, this restaurant could
not keep up with the expectations.
 How did this make you feel?
This made me feel outrageous as nothing went as what I expected.
 Why do you think it made you feel this way?
Everything went wrong ranging from services to food. The restaurant could not offer what it
advertised.
 What specifically was the thing that was done or not done that made you feel this way?
The quality of service put me disappointed as they let us wait for a very long time. It was even
more difficult to order food. The pain point was that no staff were willing to fix the problem or
even listened to us.
 What could the restaurant or its people have done to make it better?
They could have employed applications to order food so that customers can order food through
their devices, and those orders go straight to the kitchen. This would help a lot unless they want
to keep orders as few as possible to lower their loss.
 Who was with you when this happened?
I was with my family, and I felt embarrassed for taking them there. We should have gone
somewhere else.
 After this happened, did you tell any other people about this experience, and if so, who or how
many did you tell and what did you say?
I haven’t told any people about this nightmare as no one would believe me. However, if there is
someone keening to visit there, I’ll give them a sharp warn.
 Have you gone to that restaurant again and if so, what happened?
I haven’t been there ever since.
 How did you originally know of the restaurant? And why did you initially visit?
It is a famous restaurant on the Internet. Everyone is talking about it, and it was really difficult to
book the tables, so we assumed that it must have been exceptionally nice.
 How would you classify the restaurant where this happened:

√ Fine Dining (ex. Gaggan, Le Normandie, Sorn)

_____ Casual Dining/Family Dining (ex. Sizzler, Mk Restaurant, Wine Connection)

_____ Quick Service Restaurant (ex. KFC, McDonalds, Chester, Subway)

Name of the restaurant where this took place: Copper Restaurant

I am a woman

Before COVID, usually I ate out an average of about 2 times per week.
 2. I need you to think back on a time when you went to a restaurant and had a very GOOD
experience. Then, I need you to describe that experience to me. Tell the story of what happened
and why it was so good.

We went to a tiny buffet restaurant called San Saeb offering Thai North - Eastern style of food
located on the 4th floor of Siam Paragon. We went there without much expectation as they cost us 200
THB per person. However, the experience there was utterly wonderful. I don’t even know where to
start. First of all, it was one of the best restaurants I’ve visited in term of the quality of food. Their food
tasted so spicy and sour to the point where weak foreigners might have to cry out for help, but it suited
my taste. The meat there be it pork, fish, or shrimp was superb. They were the top-notch quality. The
way its food was cooked was perfect – not overcooked nor undercooked. Considering the cost
efficiency, I am not sure how they managed to keep the restaurant run as their buffet could have
charged more than 500 THB, and it was still worth it. Not only they served fine food, but they also
offered us the best quality of service I have ever been attended to. For example, the staff didn’t bother
us much and let us enjoy the meal. However, once we needed something, they miraculously appeared in
front of us! They must have been looking for the sign all the time. They were super polite and attentive.
We could request anything we want such as adjusting the taste and amount of food. Their drinks were
out of the world too. There were 3 of Esan traditional drinks and water. The food went out fast. We
didn’t have to wait a long time, and the waitress came to take orders at our tables. It was extremely
convenient. The place was clean and located in the famous mall, so we can stroll after the devour. Were
I to give a negative point of this restaurant, it would be the fact that it made us eat too much as every
dish was delicious, so we tried to get on everything. Sadly, we couldn’t. There were too many of them,
and I would find another chance to complete the mission. Thus, be prepared to be in the pain of eating
too much if you have a chance to try San Saeb!
 How did this make you feel?
It made me feel like a victor who made the best decision ever!
 Why do you think it made you feel this way?
What made me feel that way was the quality of food, services, and price.
 What specifically was the thing that was done or not done that made you feel this way?
I would say what hit me the hardest was the cost as it was too cheap as if it was not real.
 What could the restaurant or its people have done to make it better?
I am not sure I have any suggestions on this, but they could have improved by advertising more,
so a lot of people would know how great they are.
 Who was with you when this happened?
I was there with my family. All of them ate too much and felt pain afterwards.
 After this happened, did you tell any other people about this experience, and if so, who or how
many did you tell and what did you say?
Yes, I did give them a review on the Internet. I said that it was one of the best restaurants out
there and showed them our pictures.

 Have you gone to that restaurant again and if so, what happened?
Sadly, we haven’t had a chance to go there, but we will someday.
 How did you originally know of the restaurant? And why did you initially visit?
We were just wandering in the mall looking for food.
 How would you classify the restaurant where this happened:

_____ Fine Dining (ex. Gaggan, Le Normandie, Sorn)

√ Casual Dining/Family Dining (ex. Sizzler, Mk Restaurant, Wine Connection)

_____ Quick Service Restaurant (ex. KFC, McDonalds, Chester, Subway)

Name of the restaurant where this took place: San Saeb

I am a woman

Before COVID, usually I ate out an average of about 2 times per week.