The meeting between the restaurant representative and the customer appearing in the video clip was filmed at Mrs. Lien's Clean Rice facility on Phan Chu Trinh Street (Bai Chay Ward), taking place at the Department of Culture and Information of Ha Long City with the participation of representatives of a number of functional agencies.
Here, Mr. Dang Thai Ha - the restaurant manager, the person in the video clip - said that during the exchange, he found that the information exchange was unclear, the behavior was unreasonable, and there were times when the attitude was not up to standard, which could cause misunderstandings, anger, and dissatisfaction for customers.
After the above incident, Mr. Ha said that he had deeply realized and learned from his own experience, and would continuously improve the behavioral culture of the establishment and service staff of the restaurant to contribute to building the business environment of the city's tourism.
Regarding the above incident, Mr. Ha sincerely apologizes to the customers of the group appearing in the video clip and other customers whose satisfaction was not truly created by the restaurant's staff during the service process.
Customer Vu Dinh Phan - the main person appearing in the video clip - said that he was not satisfied with the behavior of the manager of Ba Lien Clean Rice at noon on September 9, 2024 and had given suggestions and discussed frankly so that the service of the facility could be better and better.
Based on the above comments of Mr. Ha at the meeting, Mr. Phan realized that the owner of the establishment had a deep understanding of the matter and had seen the reality of its shortcomings to make reasonable and appropriate adjustments in the coming time. He hoped that the establishment would soon change its service style and conduct in a more standard manner to serve customers better and better.
Also at the meeting, representatives of the Department of Culture, Sports and Tourism and the Propaganda Department of Ha Long City requested that Ba Lien Clean Rice Restaurant, during its operation, need to communicate clearly, behave in a standard manner, and promptly overcome existing shortcomings.
In particular, the manager and staff of the restaurant should pay attention to communication and behavior, increase training for staff in behavioral culture to ensure standards of behavior, civility in communication when serving customers to avoid affecting the tourism business environment of the City, and civility and politeness in society.
It is recommended that individuals involved in the use of social networks ensure compliance with regulations.
Previously, a video clip appeared online reporting that on September 9, a group of 7 people came to Mrs. Lien's Clean Rice restaurant in Bai Chay ward, but the restaurant did not accept money transfers. The group collected 280,000 VND and asked to eat 7 meals of 40,000 VND, but were refused service.
There was an argument between the restaurant owner and the group of guests. Afterwards, the group of guests, upset with the restaurant's service attitude, left.
The incident was later posted on social media, causing a strong reaction from the online community towards the restaurant chain. This is considered one of the most popular affordable restaurant chains in Ha Long.
