After receiving criticism over service standards, food quality, and pricing at one of his outlets, the owner of Shami Banana Leaf took to TikTok to address the complaints directly and explain the steps he has taken to improve the situation.
The video, shared on 19 June by @shamibananaleaf, showed owner Murali reading out several harsh comments left by customers about the restaurant’s Northpoint branch.
One commenter wrote, “Your staff at North Point are very rude. Terrible service.”
Another said, “North Point food standard drop lah. I stopped going there already.”
A third customer criticised both the quality and value of the food, writing that the outlet was charging more while serving less.
Rather than dismissing the complaints, Murali said the feedback had been taken seriously and that the team had spent the past few months working to address the issues raised.
“We have received all your feedback,” he said. “It’s our responsibility to rectify all these issues.”
Changes Made Following Customer Feedback
Addressing complaints about staff behaviour, Murali explained that employees who had received negative feedback were brought back to the main outlet for additional customer service training.
He also shared that he is now personally overseeing operations at the Northpoint branch.
“We have provided extra training on how to talk to customers,” he said.
Murali added that the restaurant had also responded to concerns about food quality.
According to him, the previous chef was replaced with a more experienced one in an effort to restore the standards customers were familiar with.
“I can reassure you that the food quality is back to the old standards,” he said, inviting customers to visit the outlet and try the food for themselves.
Explaining Rising Costs
The owner also addressed complaints about pricing.
He explained that the cost of raw ingredients and staff salaries has risen significantly, forcing many businesses to make adjustments in order to remain sustainable.
However, he stressed that Shami Banana Leaf has tried to keep its prices affordable and had not increased prices over the past year.
To help customers save on meals, he highlighted discounts available at the Northpoint outlet, including a 10 per cent discount for Merdeka Generation cardholders and a similar discount for customers paying through the NTUC app.
Internet Praises His Transparency
Many TikTok users praised Murali for openly acknowledging the criticism and sharing the steps taken to improve the outlet.
One commenter who previously worked at Shami Banana Leaf described him as an “amazing boss” who personally trained employees and supported them when they needed help.
“Worked at Shami Banana Leaf Causeway Point branch when I was a student. Amazing boss who personally taught me the job,” the commenter wrote.
Another user said they appreciated that he was actively addressing customer concerns instead of simply saying he would look into them.
“Unlike others who just claim that they will look into it, at least this gentleman is doing his best to address customers feedback.”
Others said the video itself had convinced them to visit the Northpoint outlet.
“Not too sure how bad the quality was, but this video on how you handled the negative feedback and your humility has convinced me to try the food at Northpoint outlet specifically.”
Another commenter wrote, “Fantastic approach to criticism! I’ll be sure to try your food when I have a chance.”
Several viewers also praised his leadership, with one describing him as “an example of a GREAT BOSS.”
Turning Feedback Into Improvement
Murali ended the video by thanking customers for their support and encouraging them to continue sharing feedback.
He acknowledged that there is still room for improvement but said customer comments have helped him become more active and engaged with the community.
“Please come down and try and give us your feedback and we will do what we can,” he said.
For many viewers, his willingness to listen, take responsibility, and make changes demonstrated how businesses can turn criticism into an opportunity to improve.
Watch the video here:
@shamibananaleaf SO MUCH BACKLASH FOR THIS OUTLET?! #localbusiness #sgfoodie #storytime #sgdrama #controversy
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