In a recent LinkedIn post, Eric Sim shares an insightful anecdote from a Hong Kong cafe, highlighting a valuable lesson about customer service, perceived value, and personal preferences. Sim uses the simple experience of ordering a drink to illustrate deeper points about how attentive service can enhance a customer’s experience, even in a seemingly ordinary setting.
The post begins with Sim describing his arrival in Hong Kong and his visit to a favorite cafe for a meal. It was during this meal that a seemingly minor detail about his drink led to a significant observation about service.
“The roast goose was out of this world, fragrant with crispy skin. The iced lemon water, however, was overly sweet. I have been cutting down on sugar over the past few years, so my taste buds have become more sensitive to sweetness.”
As Eric Sim notes, his personal dietary choices, specifically cutting down on sugar, made him more sensitive to the sweetness of the standard iced lemon water. This sensitivity led him to order a second cup, this time requesting it with no sugar.
The Ingenuity of Service Recovery
The interaction with the waitress, as recounted by Sim, showcased a proactive and customer-centric approach. Upon noticing his nearly full cup of the first lemon water, the waitress inquired about it. Sim explained his preference for less sweetness.
The waitress’s response, according to Sim, was not just to offer a solution but to explain the pricing structure, demonstrating transparency and offering a cost-effective alternative. She suggested providing plain water so he could dilute his existing drink.
“She explained that a drink ordered with a meal costs HK$4 (about US$0.50), but if ordered separately, it would cost HK$20.”
This detail, as Eric Sim points out, reveals the underlying economics and highlights the value proposition for the customer. By accepting the waitress’s suggestion, Sim was able to create his ideal drink and, as he details, save a considerable amount of money.
“I accepted her suggestion and made my own less-sweet lemon water. It was perfect, and I saved HK$20.”
Sim emphasizes that this efficient and considerate service, even with the initial perceived rush often associated with Hong Kong service staff, ultimately enhanced his dining experience. He contrasts this positively with experiences at more expensive establishments.
Service vs. Fine Dining
In his post, Eric Sim draws a powerful comparison, suggesting that the quality of service and the overall satisfaction derived from this cafe experience surpassed that of some fine-dining restaurants he encountered during his previous career in banking. This perspective underscores his belief that exceptional service is not solely tied to the price point or the perceived luxury of an establishment.
As Eric Sim concludes, the efficiency and consideration shown by the service staff in Hong Kong are noteworthy. His experience suggests that attentiveness to customer needs and a willingness to find practical, cost-effective solutions can lead to high levels of customer satisfaction.
The post concludes with a question posed to his network: “Have you experienced great service without paying a bomb?” This invites further discussion on the topic of value and service quality in the F&B industry.
📝 About This Content
This article is based on insights shared by Eric Sim on LinkedIn.
📅 Originally posted on September 4, 2026 | View original post on LinkedIn →