An organization's customer is the person or group that buys its product. Some people buy and use

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Question:

An organization's customer is the person or group that buys its product. Some people buy and use a certain McDonald's hamburger, and others simply eat at the restaurant. Knowing who uses their product and service helps an organization define its market segment and decide where to produce, distribute, or advertise its product or service most efficiently. I like to eat out with my husband and our friends. Last weekend we went to a new
place in Vancouver downtown, Georgian restaurant DEDIKo. The first thing that caught my attention when I visit DEDIKo, was the lack of signage outside the restaurant. I entered through the front door and was immediately greeted by a friendly hostess. I had never been here before, so she asked me if I had reservations. I had not found out from my friend what time we were meeting but thought that it would be too late to reserve a table here anyway. She offered to hold a table for us, which I was so surprised because it was already 5:30, Saturday evening. We were seated immediately; there was not very much seating room inside, so I would recommend reserving if you are going for dinner or brunch during peak dinner times (6- 9 pm on weekends). My first impression of the atmosphere was that they have a really good designer. The food was just amazing and delicious! I never tried a Georgian "Kabucha" but it was really good! They have only 3 girls that are serving food and taking orders, but they did great! As soon as we were seated she asked us if we need any help choosing the food or drinks. She advises us on some food, and I gave us a quick summary of what it's including and how it was cooking. The food was served in 20 minutes and everything was delicious! After we finished, the main chef came to our table and asked if we like the food, and told us to come again. In conclusion, I think it's not very important what the restaurant has outside, but it's significant to have good customer service, staff, food, and atmosphere.

Instruction:

Please write about your experience at Applebee's.

Use at least 1 of the following ideas (A-G) in your Bomb-of-the-Week papers. I will be looking for these as I read through your papers.

A. Describe the situation, i.e., name and location of the store as well as relevant facts, such as busy vs. slow, the season, etc.

B. Why do people shop here? What are the customer expectations?

Cost	Quality
Image	Convenience
Warranty	Location
Speed	Options
How are their products or services used?

C. Who are their customers? (Customer service means satisfying the needs of a specific set of customers.

Market Segment (Businesses will normally serve more than one market segment.

Who makes the buying decisions?

D. Considering every aspect of the customer visit (from the first contact, i.e., pulling into the parking lot, to the last contact)

What annoys, infuriates, or delights you?
What did you like or dislike about the visit?
How does it compare with competitors?

E. If there was dissatisfaction, what was its cause?

Unmet customer expectations	System that was unfriendly to customer
Was there appropriate follow through	Lack of training
Attitude	Employee motivation
Customer expectations too high	Slow service
Hurried service	System didn't accommodate busy period
Appearance of staff	Appearance of facility
Consistency of performance	Reliability of performance
Willingness of personnel to provide good service	Explanations of service in terms that you can understand
Confidentiality	Knowledge
Skill	Friendliness
Efforts to understand your specific requirements	Did they check the accuracy of information?
Broken promises	Rudeness
Misinformation	Indifference
Technology	Impatience

F. Was there any "cross selling?" (Suggesting related products or larger quantities)

If so, did you see it as a benefit or bother?

If it was a benefit, what made it so?

If it was a bother, how could it have been a benefit?

If it was a bother, how could it have been presented as a benefit?

If it was not done, how could it have been done?

G. In what ways could customer service have been improved? (Ask yourself how could a small aggressive company take away their customers? The best place to look for new business opportunities is established companies who have become too institutionalized to offer good service.

Ways greater customer satisfaction could have been achieved	Ways the business could have been run better
Ways customer could have been treated with greater respect	Better help with their problems
Treated as individuals	Given more information
Demonstrated more benefits from buying	Customers feel the company is on their side
Respect for the customers' time	Treat customers as unique
Better listening