Moments Of Misery

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Information about Moments Of Misery

Published on January 14, 2009

Author: bhavna123

Source: slideshare.net

Moments of Misery

When a Moment of Truth for a guest has been a negative experience, it becomes a Moment of Misery.

When a Moment of Truth for a guest has been a negative experience, it becomes a Moment of Misery.

When does a Moment of Misery occur?

When does a Moment of Misery

occur?

When a guest expects this …. And gets this…..

When a guest expects this ….

And gets this…..

Or … Someone has been rude or discourteous to him… He was not given proper directions/ was given incorrect information. He feels the organization is dishonest. Telephone handling was not proper. The staff argued with him…… And many more……

Someone has been rude or discourteous to him…

He was not given proper directions/ was given incorrect information.

He feels the organization is dishonest.

Telephone handling was not proper.

The staff argued with him……

And many more……

The top 10 things that may lead to a M oment of M isery…

When the guest is not greeted or acknowledged within 2 minutes of arrival. When the guest has to wait unnecessarily for a long time for a table or food..

When the guest is not greeted or acknowledged within 2 minutes of arrival.

When the guest has to wait unnecessarily for a long time for a table or food..

3. When the servers are not attentive to his needs and the guest has to constantly raise his hand to get attention. 4. When the server cannot answer any specific question by the guest regarding food or restaurant

3. When the servers are not attentive to his needs and the guest has to constantly raise his hand to get attention.

4. When the server cannot answer any specific question by the guest regarding food or restaurant

5. When the servers are not properly groomed and are ill mannered. 6. When the quality of food and beverage is lower than his perception.

5. When the servers are not properly groomed and are ill mannered.

6. When the quality of food and beverage is lower than his perception.

7. When the guest complaints/ feedbacks are not taken seriously. 8. When the guest thinks he did not get value for the money he spent.

7. When the guest complaints/ feedbacks are not taken seriously.

8. When the guest thinks he did not get value for the money he spent.

9. When the server is not skilled enough. 10. When the environment of the restaurant is not conducive for food consumption (is unhygienic)..

9. When the server is not skilled enough.

10. When the environment of the restaurant is not conducive for food consumption (is unhygienic)..

Learn to Manage guest expectations.. A Guest Wants.. Accuracy Consistency Friendliness Timeliness Efficiency Courtesy Honesty

Some moments of misery are inevitable because mistakes do happen . It is important to minimize their occurrence as the guests tend to tell more people about a negative experience vis a vis a positive experience…

Some moments of misery are inevitable because mistakes do happen .

It is important to minimize their occurrence as the guests tend to tell more people about a negative experience vis a vis a positive experience…

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