My chosen business for my controlled assessment was the No.6 restaurant in Midsomer Norton. It is a small, independent business that opened just over a decade ago.
To find out how they kept customers satisfied I used a variety of methods to achieve a conclusion, one being a questionnaire that was filled out by a broad range of customers who visit the establishment. This was answered by twenty people who gave insight to the practices performed at the cafe, giving direction into what to ask in my focus group, a place where I could receive detailed answers and in depth reviews of the business. After gathering information from these two sources I interviewed the manager of the business who gave me an alternative perspective on how the No.6 restaurant
…show more content…
The majority of people who gave this answer said it was “executed well” and “offered consistently” (INSERT APPENDIX HERE). As over half of the people asked said it was an important aspect of keeping them satisfied i asked my focus group about why they feel it is important and what is done in this aspect of customer service that the cafe does brilliantly. The group came to a unanimous result that the staff were “outstanding” (refer to INSERT APPENDIX HERE) and that they “genuinely care about customer needs” (see appendix INSERT APPENDIX HERE). One person thought, however, that although staff were “extremely friendly and welcoming” (view INSERT APPENDIX HERE), “during busy periods service can be lacking, resulting in long wait times and flustered wait-staff”, this is a problem that 9 people mentioned in their questionnaires ( INSERT APPENDIX ) highlighting a potential problem the restaurant currently possesses. In the interview I had with the owner of the business i asked if friendly staff is an important part of the cafe, they stated that it was an “extremely important factor in the business” (INSERT APPENDIX HERE) and that it is “a vital factor in the recruitment process” , this is because they strive to achieve a friendly environment that invites customers back, not turn them away. After looking at all the sources I believe that friendly staff is an extremely important aspect of keeping customers
People are consumed with their own reality that they didn’t even acknowledge me sitting at a table watching them. Each person seemed to have their own stories different from everyone else’s. For the most part, the employees seemed to have similar interests in wanted to produce the best customer service. The customers had the same goal of wanting to try a new popular restaurant they might have been unfamiliar with. Overall, the general consensus was that a majority of people wanted to get on with their day with as little human interaction as
For a conclusion of this paper, it is within researched reasoning that this company needs to do something else to keep its competitive edge in the segment. There are many factors that could be considered for why this company needs to expand in this industry. Also there needs to be other attributes of the company that could be added to offer the consumer a better service. This could include services such as delivering directly to the home or having a pick up window or carry out service. The reasons for doing these things is to keep advantages over competitors, of which include bigger restaurant chains that are trying to enter the market.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Limited menu- Did not leave any allowances for customer change, dietary developments, or market swings for beef industry. Poor reaction skills- When V.S. sales started to lessen their reaction was to raise prices which ended up going against the original concept of prime rib at a good price.
Although the restaurant industry exists in a dynamic and competitive environment we need to improve profitability. Many companies need to find a location which is accessible to the targeted market. The price needs to be competitive with focus on the quality of foods. The main competitors for Yummy Resto are Little King and Ashoka Restaurant located in Rose Belle .Both the competitors will compete with Yummy Resto on certain meals. The products and services of Yummy Resto compared to the competitors are more of good quality and tasty. The employees at our competitors are no longer...
From a food and beverage manager's perspective - What are the important characteristics and procedures of a food and beverage establishment in relation to its size, type, market, design, planning and organization?
What aspects of restaurant work are especially challenging to wait staff, and how does Barcelona’s approach to management help employees overcome the downsides of the job? The aspects of restaurant work that is especially challenging to wait staff would be poor management and customer satisfaction. In this profession of being a wait staff in many instances it is very difficult to please everyone one that you serve. The approach that Barcelona’s management took in helping their employees overcome the downsides of their job they gave them the green light in allowing them to do what was right in making the customers experience a happy one. In giving them this freedom, it made the wait staff feel like they were a part of the organization when it came to decision
However, not only the high quality standards of food affects the business, the staff who are presently providing the service are entitled to establishes him or her self with their tone (the sound of the voice), manner (the level of maturity), language and body language well enough to satisfy the customer and to make them appreciated of feeling more welcomed and values them as a proper customer. E.g. if a customer was about to speak the staff operating the till would say hello, may I take your order please,' and when their products are given Thank you and please come again.'
When customers have a positive experience in a place, such as a restaurant, one is likely to give a good review, which might lead to recruiting more guests, and more guest means more money coming into the organization (Rafaeli & Sutton, 1987). Even though there are some positive consequences, the negative outweigh the positive on the long term, as various research has shown that
...ded once they see that the sales will be increasing and tips will be larger. Good staff will increase good public relations which will result in better business. Marketing a restaurant is the most important part in running a restaurant. If a restaurant is not marketed, no one will know about the restaurant causing it to lose money to operate forcing it to close down. Prices on the menu should always be appealing to the restaurant target market and set towards the products on the menu. It is essential that a restaurant develops its staff to the fullest, for a strong staff creates better sales and the public is pleased .
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
According to the standard requirements, all stuff should be trained However, No training, no monitoring, and no records. This was the biggest gap which lead to ignorance and mistakes. Even if they are not supported, they must intensify the arrangement and hygiene.
This study applies the major concepts and research findings from a number of sources about psychology to hospitality. The study surrounds psychological perspectives and their application to hospitality, looking at topics such as customers’ motivation, personality and attitudes. It also examines ways in which individuals who are being hospitable can form a good customer relationship. It considers productive work flow, human resources management and the hospitality industry. The study should be of value as an introduction to the topic, and
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.
The restaurant industry has become quite competitive in recent times. In an effort to cut costs restaurants are taking serious measures to improve their performance in relation to their competitors. Two of the most important steps that restaurants have undertaken in recent years are: