This is about coffee and toast, between a big Malay cafe and a small Chinese shop. I have been observing it since I first joined my late grandpa at 'kedai kopi' at the age of 7 before he sent me to school.
Last Friday, I entered an impressive Malay cafe or restaurant just opposite Hospital Universiti Sains in Kubang Krian, Kota Bharu. In fact, the set up was bigger and better than the Old Town White Coffee outlets in KL and other places.
There were about 15 workers, including a cashier. Time was 10.10am but not many customers. Needing a good breakfast (as I arrived quite late the previous night), I placed an order for a cup of coffee and a pair of kaya-butter toast.
The drink came in 5 minutes but for the next 20 minutes, the toast didnt make it to my table. Fed up, I went to the cashier and just paid for the coffee but I did complained about the toast to the manager, a lady, who just didnt say anything but to show her red face.
In all Chinese coffee shops I have been, especially during my 3-year stint in Penang, any drink would normally took less than 2 minutes to serve while toast of any kind will reach us in less than 5 minutes.
If you complain to any Chinese coffee shop 'towkay' about the service, he will humbly apologise and thank you as that would further improve the quality of service.
I am sad at how many Malays are still taking good service for granted. And they also tend to get complacent when their business start to grow.
If such is the attitude, better stop talking about competitiveness! Sorry, but I really want to see the Malays improve in many disciplines, including their service.