Lavastone Steakhouse
Dear Facebook Readers & Friends,
In light of recent sensational news created around our reviews, I would like to thank you for those who drop by and also share our page.
As we can all see, most 1-start reviews are created in order to bring "justice" to the rating (ironically) and because of our response to other bad reviews. HOWEVER, they do not reflect any value or constructive views about the food and service we serve at our place. Therefore those reviews are simply for sensational purposes only that has created huge followers and great 'publicity'.
We would like to clarify & further explain our intentions the following:
1) Firstly, our 5-star VIP MEMBERSHIP REWARD PROGRAMME is meant for those who ENJOYED our steak and rate us 5-start AFTER dining. The management's instructions to the service
crew is to see their 5-star review, and then reward them under this programme.
Due hugh requests by NON-Diner for similar benefits, the Management decides to extend 5-Star VIP Membership Programme to non-diners to join BEFORE dining. Same format has been offered to NON-Diners. If the patrons chooses JOIN 5-Star VIP MEMBERS by ENDORSING & RECOMMENDING LavaStone with 5-star BEFORE the meal or visiting, it is SOLELY based on their OWN integrity and their OWN WILL to do so. We did not insist or FORCE anyone to do so. As the saying goes, "it takes 2 hands to clap". Some may feel offended but majority of them are happy to endorse in advance or on spot to be our 5-Star VIP Members.
2) Secondly, if our customers indeed have a bad experience at our outlet, they are always free to change/edit their 5-star review. If they did not, it clearly shows that they DID enjoy the meal. FB's friends have the discretion to endorse 5-Star as they wish after,
during or before meal if the want to join our REWARD PROGRAMME. This is our unique way to communicate and engage with FB's friends and diners.
3) Thirdly, our response to reviews are simply to clarify with the customers about what happened during their visit. Perhaps the language used may not be accurate, too straight forward or not to your liking, but there's definitely no offence intended as mentioned. If there is any offence taken, we sincerely apologize.
4) Fourthly, due to the high turnover rate of staff and the low number of people willing to work in the service industry, we do have hiccups as some staff may still be inexperience. We apologize for this hiccups, but also would like to seek your understanding.
5) For those 1-Star Customer Reviewers raised, all cases have been closed over 4-9 months ago with complimentary offers, compensated, discounted and refunded, and new SOP being
implemented to assure no similar hiccup happens.... For those who has not claim the complimentary , do PM us. For those readers who are directly or indirectly felt offended, do accept our sincere apologies.
6) As for the rest of the 1-star REVIEWERS because of some sensational news, we would like to let you know that true diners can see the difference between a true review and a sensational
one. We thank you for taking time to write and offer fantastic advise, feedback and sharing with friends of friends, and wanting us to improve out attitude and style of reply, we will listen to your advise definitely, and to make the dining experience better and better each day.
7) As for potential diners, business is as usual. We would like to assure you we will serve you to the best of our abilities. If there is any feedback, do let us know on the spot so we can do our best to rectify them.
8) Last but not least, we continue to look forward to SINCERE and TRUE reviews. For any other matter, do PM to us!
From Kai, The Management Team
— thinking about doing something different at Lavastone Steakhouse.
Timeline Photos · 27 minutes ago ·
