.Wednesday, August 6, 2008 ' 10:08 AM Y
Customers' PerceptionCustomer perception is the fundamental of business success.In this topic, i learn the importance of customers' perception. To me, customers' perception is being determined by the customers themselves, and the service provider [which is the service staff]
Let me take for example, a customer walks in a restaurant. The
first impression of the restaurant makes a difference the customer's perception of the restaurant.
Don't get what i mean?
Well, imagine you are the customer, enter this restaurant...
[picture shown below]
what will be your perception of this restaurant?To me, I will think that the restaurant is clean, high-class, has quality service and food, and very fabulous ambience.
However, it may be different once you dine in the restaurant and experience the whole service process. It may be better than your expectation or be worst than that.
By immersing myself in real life situations, this topic made me understand that customer's perception is the determining factor to
CUSTOMER'S SATISFACTION. That is what the lecturers are always teaching us. However, I realise I failed to understand this until I relate it to real life experience.
Learning about customer perception not only gives me knowledge about the subject, it gives me the skill to apply my knowledge into real life situations.
I was assigned to do a restaurant review on their service with pre and post customers' perception of the place. My friend recommended me..
The Tao's Restaurant
Link: http://www.taos-restaurant.com/The first thing occurred to me is the price to dine in the restaurant and what food is available there.
It actually offers only $19.80++ for a
6 COURSE MEAL!I was kinda taken aback by their price for a 6 course meal. By then, my perception of the restaurant may be they have poor service and the food portions will be small since the price is cheap.
On that day, before i entered the restaurant, a staff came out and greeted my friends and I and opened the glass door for us.
The first sight we saw
And when we enter, the staff said "Welcome! Good Afternoon!" and the whole restaurant repeated after him in unison. That really amazed me as even the customers who are dining in the restaurant immersed in the "welcome" mood to new customers. This adds positive perception and expectations of the restaurant.
As I look around the restaurant ambience, I felt very comfortable especially with the cushioned seats!
Menus were handed to us, and we did not know what to choose from so many varieties. A waiter approached us, and explained the dishes to us. Not only did he explained, but also recommended the popular dishes and drinks.
However,
we did not know that it is the "father's day" period and the restaurant charges 32++ for a full 7 course special meal. Therefore, feeling my tight budget I plan to spend, I approached the waiter and told him about it. Instead of blaming his co-worker about not informing us beforehand when we called, he charged us 19.80++ for the special 7 course meal for that day.
At that moment, I was very impressed with his service and immediate service recovery. He did not say any of the "
7 deadly statements" and did a excellent service recovery.
Being taught about customer's perception in school definitely allows me to apply in my daily life, even simply by dining at any place.
Besides customer satisfaction on their service, the food quality is excellent too!
Placement of cutleries with 1st course, bacon and mushroom gratinee
freshly baked bread to go with the gratinee
Crispy on the outside, soft in the inside...
Bacon and Mushroom Gratinee
Medium-rare Steak
Summer Peach Tea
These are some of the delicacies that they have in addition to their excellent service. When we dine finish, I was surprised that they returned our change and receipts in an envelope!
Customer perception is very important to customer's satisfaction. Throughout the entire process of dining at Tao's Restaurant, their service and product exceeds my expectations, which made me recommend it to everyone I know.
In order to give a positive customer's perception and experience, I must be alert at all times
[unlike the guy in the picture]
I feel that as long as there is..
Good Service Staff with Excellent Service
Good Ambience, Hygienic and fabulous delicacies,
Customers and Service Staffs together can create..
THE ULTIMATE CUSTOMER SATISFACTION !
I felt that this topic instills in me the standard of service I should give to my customers as well as what to expect as a customer that I can apply in my daily encounters.
