2.

Night Out
“A brand for a company is like a reputation for a person. You earn
reputation by trying to do simple/hard things well”
An adage states; date night should be the best night of the week.
This clearly means that going for that event particularly after a stressful
week means one absolutely want to feel relaxed and stress free, not to
experience another nightmare. And this evidently denotes the overall
expectation of Mary on her night out with John. To further dig in,
Mary’s hopes as guest at the restaurant of the local hotel where she
booked their reservation are the following; First, she expects it as a
convenient place that suits her needs, specifically a place with a
pleasant and comfortable atmosphere without unwanted disturbances
as she wanted a quiet table. Second is to have a great dining
experience that could possibly relieve the weights of the days of her
week as she even thought of buying herself a new outfit as a threat.
And third, she basically expects that her reservation is already fixed
even though the lady on the phone poorly catered her concerns. Taken
as a whole, Mary presumes they can all sort it out their night date.
Moving on, let’s explore one by one the good and bad elements of
the experience of Mary and John in the restaurant. Let’s start with the
bad ones. First, the lady on the phone lacked customer respect and
courtesy. Instead of addressing Mary properly as her customer, she
done it impolitely and worst she forcedly ended the conversation. Well,
it must be a must that a person-in-charge knows the proper and
appropriate process of answering phone calls, it’s will be a lame excuse
if the lady would say that she is in a hurry because we’re talking
business here. Second, one of the staff specifically the security guard is
behaving unbelievably bad. Instead of talking to John in a calm manner,
he shouted him and insisted that they can’t park there. A good security
would approach them serenely and will guide them to available parking
slots, given that it is his job. Being rude would be so awful considering
as well that he is the front face of the establishment. Third, the place is
obviously delaying services and totally not-hands-on to their customers.
As soon as Mary arrived in the there must be a staff catering her and
even on the part that they already moved in the bar to get some drinks.
They made Mary and John waited for so long until John couldn’t handle
it anymore. Fourth, the lounge boy noticeably ignored personal
grooming as he faced the couple with frowzy appearance. No matter
how tiring or how work will mess your physical look, staffs must always
try their best to look presentable for it will definitely elevate good
impressions. Fifth, the hotel has unreliable processes, Mary booked for
a reservation but actually got nothing. Sixth, there’s an efficient and
ineffective conclusion made by the staff (the girl on the little desk) and
also, lack of customer respect and courtesy occurred once more.
Instead of offering a quick alternative, Mary was totally slapped, and
instead of asking forgiveness, they gave her an unsuitable reason. And
Seventh, the young girl gave discomfort and displeasure to the Mary
and John as she looked very sneaky.
Now let’s complete the sandwich, here are the good elements.
First, there’s a proper accommodation made by the receptionist who
first talked to Mary. Second, there’s an immediate response and better
alternative given to Mary when talking to that receptionist about
booking a reservation on the hotel. Third, the front looked of the place
looks nice and tidy thus giving points to good impression. Fourth,
despite the frowsy appearance of the lounge boy, he displayed a
pleasant-positive manner and offered a great service to the couple.
Fifth, despite the inefficiency and ineffectiveness of the girl on the little
desk, a gentleman who happens to be the head waiter saved the
highlight of the night, he solved the problem in a pleasant manner and
compensated the customers something in return though an apology
and clear explanation. And sixth, despite the sneakiness of the little girl,
she valued good customer service etiquette. Unfortunately, despite
naming these good elements, it doesn’t definitely renumerate the total
lacking of the restaurant.
Therefore, to conclude these weights, Mary and John would
probably say “we’ll never go to that place anymore and will be better
off trying somewhere else”.
Customer service is everything does it must be done with extreme
caution and chariness. That would be all.