[Girl Interviewer]: So, Good Afternoon Sir!

We are from uh URIOS Students, we are here to conduct

these questions. So, our first question is

[Interviewee Salmer]: Penong’s, we are a franchise. The company owner is from davao. Penong’s are
originated from davao city. So if you go to davao, their penong’s are not so popular unlike from others
like Mang inasal they go in the nationals. Penongs is rather a localized food company. So penongs started
from davao and afterwards penongs began offering franchise and it went to ther locals such as General
santos, Cotabato, cebu, also at Luzon area. Butuan city, specifically it started October 2019 and the
business has been running for more or less 4yrs. But when the pandemic started, the business stopped
for almost how many months March to July (2020) So more or less 4 years have passed during the
operation. Penongs Butuan and Sm Butuan have the same franchiser and also at San frans. Every
penongs store have different owners, aside from the company itself, the true owner of the business is
none other than Mr. Chad. He is the original owner.

So at penongs, the usual food and services we offer is filipino dishes, so we have the famous Humba,
pinakbet, inasado, and etc.

So at penongs, the mission and vision, mission is to provide filipino foods in a different way that suits all
customer’s taste. The food offered basically offers in a ride range of target customers. Penongs target
market doesn’t only focus on one or two but to all. Every class of people is what penongs is aiming such
as family, friends and etc. So if you checked the menu, there are different prices that ranges from pricey
to budget meal foods in the menu. So basically, penongs serve filipino dishes to filipino customers. If
there may non-filipino customers, penongs have another goal from them but the main priority of
penongs is to serve filipinos.

If you check the design of penongs, the layout and design is very native that has different kinds of
materials used to make it. Penongs want to make itself the pride of the filipinos especially the culture.
The foods are also more on based on house cooked meals. Such as, sinabaw, sinigang and etc. Penongs
also offers different kinds of variety of foods, they also offer bbq, seafoods, and many more.

[Boy Interviewer]: How do penongs day to day operation of the business?

[Interviewee Salmer]: The day to day operation of the business is actually, it more on the rotation. You
have to serve your customers. The opening procedures and then the proper operation , so after that is
the closing procedure, so basically the operation is just a cycle. So before the operation, [ambot na wako
kasabot yw] the goal is to satisfy the customers, we wont be doing the opening procedure if we wont
think about the condition of the restaurant such as whether it is clean or not, the food, complete
ingredients. The main goal is to satisfy our customers – and that is the day to day operation of the
business.

[Boy Interviewer]: *inaudible*

[Interviewee Salmer]: so us, the crew, and the management, we are already here at the restaurant 8am
but the store operation is 10am to 10pm

[Boy Interviewer]: *inaudible*

[Interviewee Salmer]: Monday to Sunday

[Boy Interviewer]: so, 4yrs of business … so what are the common problems when it comes to the
customers

[Interviewee Salmer]: Majority, customers have different expectations and satisfaction of the customers,
it varies upon the expectations and so. For ex. If the expectation is too much high, so whatever means
you do such as serving the customers *inaudible* so whatever the expectations of the customer there
will be some that wont meet their expectations. The common problem is not meeting the customers
expectations. So, we can adjust on how to handle the situation. What matters most is how we handle
unsatisfied customers. So usually what we do is, our precaution prior to that problem is to inform the
customers for the food serving time. For ex. The expectation of the customer *inaudible* we didn’t
inform them about the orders of the food, there will be a problem if we wont inform the customers
about the food serving time. So prior to that scenario, upon order taking we will then inform them about
the serving time is 15 to 30mins for them to know and to aware them for their high expectations. They
will then lower their expectations but there are customers even though they’ve been explained already,
there are times where the order taker gets their order, the customers wont even listen properly and that
they would carefree respond “oh” “yes” and afterwards, the customers have become bored while
waiting for their food, so patience is the man priority for us staffs because customers are always right.
That is basically the motto of the business. IF there are no customers then we wont be here in the first
place.

[Boy Interviewer]: so is that the common problems here?

[Interviewee Salmer]: yes because, penongs is not a fast food restaurant.

[Boy Interviewer]: *inaudible*

[Interviewee Salmer]: the style of the restaurant is made to order concept and we don’t do precook
because it affects the quality of the food especially the vegetables category foods, if you cut them to
slices, it will affect the quality of the food. Although, it cant be noticed but in our part it is kind of
different in our point of view when we cook foods and even when slicing them at the present time.

[Boy Interviewer]: So Is that your competitive… freshly cooked… *inaudible*

[Interviewee Salmer]: sometimes, it becomes competitive but there are times where customers wont
understand that cooking food really takes time especially eating quality foods. There are some loyal
customers who really wait because they know that penongs offer fresh foods and it is not precooked or
heaten it.

[Boy Interviewer]: so in penongs butuan have you encountered customers who complains?

[Interviewee Salmer]: there are times but the customer complains *inaudible* everyday expectation as a
manager *inaudible* so we really have to be ready to face any complaints

[Boy Interviewer]: what kind of complaints do you usually receive aside from the long serving time?

[Interviewee Salmer]: also, sometimes, customers come for ex. travelers, and they like to eat pinakbet,
and we notice that its their favorite. And after, it gets sold out, the supplies that we have like raw
materials… So in any case, they will naturally complain because they have traveled from afar and
afterwards. And sometimes it gets to the head office, it is prohibited for us to get low stocks on
ingredients. Scarcity from the supply, we wont really know when it affects the business. We cant really
say that we have everything on the menu because if we stack a lot of supplies then some time, it will rot
from the storage. So our priorities are majority the quality of our product. Sometimes we sold out but
we make sure that everytime there is availability it is then a quality good.

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