This story is about how Burgerman owner, Nordin Mat, addressed a customer’s negative review with an unexpected apology, leading to widespread support from the public.
The issue began when a dissatisfied customer left a 1-star review for Nordin’s restaurant, located in Bangi Gateway Shopping Complex, Bangi.
In the review, the anonymous customer criticized the service, stating, “Staff no PR, failed as a waitress, first impression out. Disappointed as a newcomer, feel not welcomed with the look on staff face, lost appetite to eat there.”
The customer also gave a score of 1 for both service and atmosphere.
The Burgerman social media admin responded courteously, asking for details about the incident and which staff member was involved, while clarifying that some employees at the outlet are OKU (persons with disabilities). Unfortunately, the customer did not respond.
Burgerman Owner’s Heartfelt Apology
Following the incident, Nordin took to his personal social media account, Nordinmat Bgm, to apologize publicly and explain the situation. He revealed that the staff member in question, Shahira, is OKU.
“Poor Shahira, today her luck is not that good to be reviewed by customers who may think she is normal. Tomorrow I will finish making her OKU Button Badge, forgive me,” Nordin wrote on his Facebook page, expressing his regret over the situation.
The post garnered an outpouring of support. Facebook user Jejak Air Tawar commented, “I’m the father of an OKU child, and he’s the only child. I can’t imagine a future where I’m not there to take care of him. I’m worried for his future.”
Another commenter, Marliana Redzuan shared a personal connection: “I have a little brother who is OKU too. People look at him cynically… One of the reasons we opened a café is because it’s hard to find a job that can accept OKU as their staff.”
Other netizens also expressed solidarity. Muhammad Bin Abdullah reminded, “What is the waitress’s big sin? Take heart. You can’t please everybody.”
Meanwhile, netizen Ummi Yahaya called for greater social awareness: “Some people are selfish, not aware of the situation or lacking social awareness. Surely they can see why they are not treated as they deserve if they observe and are sympathetic.”
The “Invisible Disability” Badge
In response to the situation, Burgerman created special OKU badges with the title “Invisible Disability.” The badge aims to help customers recognize staff members with disabilities and manage expectations.
While the initiative has been well-received, it raises questions about whether it is the best solution. Can the badge inadvertently stigmatize workers, or should other approaches, such as broader customer education, be explored?
A Call for Empathy
This incident highlights the importance of understanding and accommodating OKU service workers in Malaysia. Employing individuals with disabilities is a step toward inclusivity, but challenges remain in managing customer expectations and fostering empathy.
As Nordin’s experience shows, misunderstandings can escalate quickly without clear communication. It’s a reminder for all of us to practice patience and kindness, especially in public spaces.
What else can be improved so that this issue occurs less in Malaysian eateries?
Share your thoughts at hello@inreallife.my and you may be featured on In Real Life Malaysia.
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