Choose three businesses that you are familiar with: a restaurant (fast-food or sit-down), a clothing or home accessories store, and a movie theater or other entertainment establishment.
The three businesses that I am familiar with are Chuy’s (a Mexican sit-down restaurant), Tommy Hilfiger (a clothing store) and Carmike Cinemas (a movie theater).
1. Chuy’s
How long does the first customer contact take in each business?
The first customer contact happens as soon as we enter the restaurant. There is a welcome desk right in front of the main door. The attendant welcomes the customers and makes them seated. Usually, the first customer contact is not that long. As soon as the customer is seated, a server is served him.
What possible "barriers" or annoyances do customers experience? The wait times at this restaurant are usually long on the weekends. This could be a possible annoyance of the restaurant. The seating arrangement in this restaurant is very congested so the customer may feel it is crowded. Consequently, the place gets noisier and it may disturb the customer. How easy is the telephone or online system for finding information and getting help? The telephone and online system are very easy to find information and getting help. During business hours if a customer calls at the restaurant then a live attendant who can answer the questions of the customers answers the customer. The online system is available 24/7. It gives all the information about the restaurant. To what extent does the business offer delivery, faxing, email responses or any other customer conveniences? The restaurant provides responses to a great extent. What does each business' competitor offer? I have tried other Mexican restaurants but the service provided by Chuy’s is excellent. …show more content…
The restaurant Chuy’s can beat their competitors in terms of food and customer service.
What would you suggest to further enhance convenience and timing for these businesses? Be specific.
The very first thing I would suggest to the restaurant is to enlarge their seating space. This enlargement will reduce their wait times and the restaurant would not look crowded. Moreover, it will give privacy to the customers and satisfaction of enjoying their meal.
2. Tommy Hilfiger
How long does the first customer contact take in each business?
The first customer contact happens in this store when the customer is ready for checkout. The duration of the contact is as long as the process in which the salesperson rings up the merchandise and accepts the payments.
What possible "barriers" or annoyances do customers experience?
The barrier in this business is that customer contact happens at the end of the visit. There is no salesperson to welcome their customers or to help them with their purchase. Moreover, the fitting rooms are kept locked so if the customer wants to try on something then he/she have to first look for a salesperson and then ask her to open the door of the fitting room. This serves an annoyance. How easy is the telephone or online system for finding information and getting help? The technology has developed tremendously; therefore, telephone or online system is great to find information and to get help for this business. To what extent does the business offer delivery, faxing, email responses or any other customer conveniences? The delivery, faxing, email responses are dealt by their corporate office, therefore, they are very quick in giving responses thus maintaining the satisfaction of the customer. What does each business' competitor offer? The clothing industry is very huge. It has numerous competitors and each competitor uses innovative ideas to attract new customer and to retain the old customers as well. The competitors offer heavy discounts or good sales prices on their merchandise. Some competitors offer an excellent service by welcoming their customers and convince the customers to shop from their store. Some stores have unlocked fitting rooms where customers can try on clothes at their convenience. What would you suggest to further enhance convenience and timing for these businesses? Be specific. I would suggest the business improve their customer service in their local store to enhance their business. I suggest the salespersons should welcome the customers by greeting them and offering them assistance. They should direct the customers by escorting them to racks and counters. They should advise the customers by providing information on
The three businesses that I am familiar with are Chuy’s (a Mexican sit-down restaurant), Tommy Hilfiger (a clothing store) and Carmike Cinemas (a movie theater).
1. Chuy’s
How long does the first customer contact take in each business?
The first customer contact happens as soon as we enter the restaurant. There is a welcome desk right in front of the main door. The attendant welcomes the customers and makes them seated. Usually, the first customer contact is not that long. As soon as the customer is seated, a server is served him.
What possible "barriers" or annoyances do customers experience? The wait times at this restaurant are usually long on the weekends. This could be a possible annoyance of the restaurant. The seating arrangement in this restaurant is very congested so the customer may feel it is crowded. Consequently, the place gets noisier and it may disturb the customer. How easy is the telephone or online system for finding information and getting help? The telephone and online system are very easy to find information and getting help. During business hours if a customer calls at the restaurant then a live attendant who can answer the questions of the customers answers the customer. The online system is available 24/7. It gives all the information about the restaurant. To what extent does the business offer delivery, faxing, email responses or any other customer conveniences? The restaurant provides responses to a great extent. What does each business' competitor offer? I have tried other Mexican restaurants but the service provided by Chuy’s is excellent. …show more content…
The restaurant Chuy’s can beat their competitors in terms of food and customer service.
What would you suggest to further enhance convenience and timing for these businesses? Be specific.
The very first thing I would suggest to the restaurant is to enlarge their seating space. This enlargement will reduce their wait times and the restaurant would not look crowded. Moreover, it will give privacy to the customers and satisfaction of enjoying their meal.
2. Tommy Hilfiger
How long does the first customer contact take in each business?
The first customer contact happens in this store when the customer is ready for checkout. The duration of the contact is as long as the process in which the salesperson rings up the merchandise and accepts the payments.
What possible "barriers" or annoyances do customers experience?
The barrier in this business is that customer contact happens at the end of the visit. There is no salesperson to welcome their customers or to help them with their purchase. Moreover, the fitting rooms are kept locked so if the customer wants to try on something then he/she have to first look for a salesperson and then ask her to open the door of the fitting room. This serves an annoyance. How easy is the telephone or online system for finding information and getting help? The technology has developed tremendously; therefore, telephone or online system is great to find information and to get help for this business. To what extent does the business offer delivery, faxing, email responses or any other customer conveniences? The delivery, faxing, email responses are dealt by their corporate office, therefore, they are very quick in giving responses thus maintaining the satisfaction of the customer. What does each business' competitor offer? The clothing industry is very huge. It has numerous competitors and each competitor uses innovative ideas to attract new customer and to retain the old customers as well. The competitors offer heavy discounts or good sales prices on their merchandise. Some competitors offer an excellent service by welcoming their customers and convince the customers to shop from their store. Some stores have unlocked fitting rooms where customers can try on clothes at their convenience. What would you suggest to further enhance convenience and timing for these businesses? Be specific. I would suggest the business improve their customer service in their local store to enhance their business. I suggest the salespersons should welcome the customers by greeting them and offering them assistance. They should direct the customers by escorting them to racks and counters. They should advise the customers by providing information on