Well, I can say that today's marketing class was quite entertaining and fun! The lesson that we learned was about service expectations. I didn't realize that indeed, every one of us is a customer to services and products. We use our blackberry service, internet connection service, electricity service. But, yet, we also buy clothes, gasoline and foods which are considered as products. We learned that service promises made by business, word of mouth and past experiences contribute in the creation of customer expectation.
When Mr. Sandy talked about customer's perception about a business establishment, it just felt like dejavu! Hahahaha... Of course, I may be a business woman, an entrepreneur who wants to please customers but at the same time, I am a customer to other people's businesses too, right? So, I can just clearly understand and relate to every theory that he told us. We can simply put it as 'do to others what you want them do unto you!' When you're planning a service marketing strategy, then put yourself in the customer's shoes, think about what would they want to have, how they would wanna be treated and so on then you will immediately get the answers! As simple as that!
Today's topic was very important to us because our project in Restaurant Operation Management (ROM) is to open a restaurant of our own. The timing was just perfect! The dead lines given by the lecturers were a little crazy because all proposals should be done within one week and the restaurant should be open in two weeks time! A stressful period for me, indeed.... So again, the topic on service quality gave us some clues on how we will treat our customer when we open our own restaurant for the project. I hope, other students will also apply these theories that we've learned into the ROM project. Fingers crossed!!!
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