Read the short case titled Paulis Restaurant and Microbrewer

Read the short case titled, \"Pauli\'s Restaurant and Microbrewery.\" Poor quality service at a restaurant is something most of us can relate to. If you were the manager how would you handle this complaint? 1) In your discussion post, draft a short response to the customer that complained. And 2) list any changes the restaurant could adopt to prevent this from happening again in the future.

We had lousy service experience last Saturday at your restaurant. We eat there several times a year before the theater and had 6:15 reservations, with which we are usually done eating---including dessert---by 7:30 or 7:40 at the latest to get to the theater in time. Service was ridiculously slow. We finally ordered dessert around 7:20-7:25 and it took at least 10 minutes for the waitress to come back and tell us they didnt have the coconut key lime pie that was listed on special; we ordered something else and waited and waited. Eventually, we had to find the waitress and tell her to forget it because we didnt have time. My wife tried to flag her down for half an hour to get her coffee refilled. To top it off, we didnt even receive an apology; the only thing she did quickly was to process the check. She was clearly over-committed to too many tables to provide us with adequate service. Very disappointing for what we considered on of our favorite places, especially as we were bringing friends with us who had never been there before.

Solution

This is the most common issue which we find in many restaurants , the main reason for this is the shortage og workforce by which the customer is having poor experience.In the service industry customer delight is given utter most importance and all business should strive for it.

I will handle this complaint in following way:

1)First of all send an apology letter/mail to the customer and making them assure that the mistake will not be repeated again.

2)Making them to feel as part of family sending them the new menu list whenever it is added or sending them offers/discounts whenever applicable makes them feel good and trust the restaurant

3)Increasing the man power by hiring temporary staff during weekends or peak hours or during holidays which will not hamper the time taken to serve each custoemr.

4) Make the list of items available be informed to the waitress through use of techonolgy and by having hand POS for ordering