My husband and I have eaten at several Secret Recipe restaurants in Malaysia. The food is consistently good and a welcome change from the typical Malaysian fare. The fish dishes are wonderful because they are boneless, headless and skinless - exactly how I like my fish. Everything we had from soup to pasta to chicken to fish to juices were wonderful. The green apple and celery juice is fabulous.
The menu is well presented, the prices reasonable, the restaurants clean.
What definitely needs improvement is the staff, starting with management. In every Secret Recipe restaurant we visited, it appeared as if management used a table for their office. In Malaka, it was ridiculous - papers piled high, calculator, etc. In Kuah, management allowed a sales rep from a company called Sophia to bring in her catalogue and set up shop at the table behind us. All the staff were like kids in a candy store admiring her goods. Meanwhile, what about the customers? Oh right - we're a restaurant, not a retail store!!!! It's like management leads the staff down a wrong path of service and they follow the bad example.
Secondly, it is impossible for Secret Recipe to have 2 meals arrive at the same time. My husband's chicken dish arrived about 10 minutes before my fish dish. When i asked where my meal was, the manager said, "The fish dish takes longer." OK - I don't run a restaurant but I know that if I am cooking chicken and it takes 10 minutes and the fish dish takes 20, then you start the fish dish 10 minutes before the chicken dish so they end up cooked at the same time. This is NOT rocket science. But the manager just looked at me as if it was perfectly acceptable and normal for us to eat our meals at completely separate times. This happened at every single outlet, every single time.
If the top management could get these staffing and timing issues worked out, they'd have a first class restaurant. In the meantime, I'll go back when I need some comfort food but it could be SO MUCH BETTER!
If you own or manage SECRET RECIPE, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.