CHAPTER II

SITUATION ANALYSIS
2.1 RELATED STUDY
2.1.1
Title of the Article: Satisfied Employees Leads to Satisfied Customers
Name of the Author: Susan E. Wyse
Year Published: April 11, 2013
Satisfied employees help produce satisfied customers. Satisfied employees are likely to
assist customers with a more pleasant demeanor and a higher level of customer service. This
creates a more satisfying customer experience, increases customer loyalty, and ultimately drives
increased profitability. Conversely, low employee satisfaction and overall low employee morale
can negatively affect company operations greatly, causing dissatisfied customers and hurt
profitability.
Any business, including your business, needs to focus efforts on front-line service staff
those employees that have direct, daily contact with customers. The connection between frontline employees and customers should be at the center of management attention. Managers need
to take into consideration the additional factors that yield profitability at every level in the
organization, including: investment in good, quality workers; technology that supports front-line
employees; concrete recruiting and training practices; and compensation linked to employee
performance.
When you provide employees with the tools and skills they need, employee satisfaction
rises as does the ability to service customers better. Employee satisfaction raises employee
productivity, and higher productivity means greater service and value to your customers. This
value leads to increased customer satisfaction and loyalty, which promotes profitability and
continued success. Thereis a growing number of companies that place employees and customers
at the forefront of the business. These companies understand that satisfied employees are more
likely to go the extra mile to service a customer. If your employees feel appreciated and valued,
they will likely be more pleasant and show a greater willingness to assist each customer and
ensure each customer interaction is handled in accordance with the high standards set forth by
your company.
Review: Management shall do action regarding how to satisfy their employees like developing
relationship with employee, set goals with employee, give rewards for hard work, and treating
them nicely because they can affect the mood of the customer. If restaurant have friendly staff,
customer will come back because satisfy employees can create a satisfied customer. If theres a
satisfied customer the higher the chance to gain loyalty. Low employee satisfaction can also
negatively affect company operations greatly, causing dissatisfied customers.

2.1.2
Title of the Article: Caring for Upset Customers in the Restaurant
Name of the Author: Monica Parpal
Year Published: July 14, 2015
Even if all food service personnel do their best to please the customers that come through
their doors, not everyone will find satisfaction with the service offered. Guests usually have their
reasons for complaining, but it is up to the restaurant staff to rectify the problem and make a
positive lasting impression. Occasionally, a customer will find something that offends their taste
enough to bring it up to the server or manager. Typically, this is due to one or more of the
following: Slow service, Rude servers, Inattentive servers, Incorrect orders, Dirty dishes, Dirty
facility, Poor quality food and drinks, Listen and Acknowledge.
When a customer has a problem, they tend to bring it up with the server, or an employee
working in the Front of the House (FOH) first. It is this employees job to listen attentively. He
or she must find out, as politely and compassionately as possible, what seems to be the problem.
This employee should take the time to hear out the issue completely before determining what can
be done. Sometimes the customer just wants to be heard, and having an employee acknowledge
the issue is all it takes to settle the problem. In other cases, however, it is helpful for a manager to
get involved.
The next step is for both the server and the manager to step in and apologize. Even if the
offense was not intentionaland it hardly ever isthe apology will set the guests mind at ease
and help to dissipate the negativity. From here, the server or manager must do what he or she can
to fix the problem. The goal is to go above and beyond the expectation so that the guests distaste
is transformed into contentment. This can take many forms, depending on the complaint. The
meal is remade and comped, The guest is given a dessert on the house, A new server is assigned,
if needed, A coupon for a free meal is given to the guest. It always helps to compensate, or comp
the food in question. However, this is no substitute for top-notch customer service. Even if a
meal is compensated for a guest or a free meal coupon is given, it takes sustained attentiveness,
politeness and positivity to recover the customers trust.
Finally, it is important to thank the guest for giving you the opportunity to repair the
problem. Training your servers to always thank the customers simply for coming in will do
wonders. After all is mended, the manager should take the time to debrief the team tactfully, so
as not to place blame. Communicating the circumstances helps to assess the situation, preventing
the same thing from happening in the future.
Review: Many restaurants have to deal with angry or not satisfied customer. In this article, it will
help the owner or employee how to handle this kind of situation. First you have to listen to the
customer, apologize in whatever customer problem and do what employee can do to fix the
problem, assign new server if needed or offer free meal coupon ,because customer is always
right. Incase employee experience this, they have some ideas now on how to react and to talk
without offending customer.

2.1.3
Title of the Article: Common Problems That Restaurants Face
Name of the Author: Belinda Oliver
Year Published: August 25, 2015
Customer Service. First impressions are important. Poor customer service is often a deal
breaker for customers. Your food may be outstanding, your table settings exquisite and your
ambiance delightful, but if your service is bad, customers will remember. The key to success is
happy customers who want to return again and again. To ensure your success, your entire team
from management to hostess to wait staff and busboys must be dedicated to your customers
well-being. Every contact your staff makes with customers must be pleasant, welcoming and
accommodating. The way you handle your customers along every step of their dining experience
has an impact on whether youll retain that customer. If they werent greeted when they walked
in and when they left, they might mention it in an online review. As the digital arena continues to
grow, online reviews are consistently important to your success.
Unique Selling Point. Are you a bakery or a bar? Your customers need to know why they
should eat at your restaurant and not at your competitors.While a superb menu and excellent
customer service are vital to your success, they are not a unique selling point. They are merely
meeting the expectations of your customers. It is time to exceed them. You need an original idea
something even better than great food and service. Come up with a unique reason for people to
eat at your restaurant. Consider Sonic. They offer a nostalgic 50s feeling. Burger King tells you,
Youll have it your way. Chipotle is known for integrity with its food.A unique selling point
offers your customers a feeling that enables them to remember you long after they are gone. Let
your food, your service, and your unique selling point and identity make an emotional
connection with your customers.
Hiring and Training Staff. Most successful restaurant owners know the importance of
hiring and training the right employees. Yet, a common problem exists as many restaurants hire
the wrong people and have a high turnover rate. An incompetent staff can also irreparably
damage your current and future customer base. When you put great emphasis on your staff,
youll reduce costs over time and enhance your diners customer service experience. Pay extra
attention to finding the perfect employees and dont settle for a warm body. Once hired, train
your staff and offer training manuals, checklists, goals and incentives.Inspire your staff as well as
your management team. Train them to address any situation, good or bad, that arises. Make sure
they are enthusiastic and motivated to pursue your goals and adhere to your restaurants unique
concept. Establish and maintain a solid management structure so everyone knows and
understands their own, as well as their team members responsibilities. Your management team
should be exemplary, committed, motivational and adept at running the restaurant in your
absence.

Capital. Finally, we come to an area where many restaurant entrepreneurs run into big
problems. This looming problem is capital, and more specifically, a lack of it. Restaurant owners
need enough capital to run their business so it can fully establish itself. Owners should plan to
have at least enough money to run for one year. Additionally, restaurant owners need to have
enough financial resources to cope with unexpected costs and increases.
Review: This article can give idea or to prevent this common problem that may arise in the
restaurant. One of this is customer service, in restaurant this is the most important, restaurant
may have outstanding food and beautiful ambiance but have poor service. In unique selling point
restaurant need to be unique so customer has reason to eat at your restaurant. Regarding in hiring
staffs, owners should pay attention and train them and keep them motivated and have a good
relationship and lastly the capital, owners need enough money to run business and for
unexpected costs and increases.

2.1.4
Title of the Article: Overcome Problems in the Kitchen
Name of the Author: Bruce Temkin
Year Published: December 27, 2010
All restaurants have bad days in the kitchen. But that doesnt mean that it needs to be a poor
experience for the customers. Restaurants need to find ways to overcome these types of issues.
Heres what the front of the house can learn from my C.A.R.E.S. model for service recovery
when the kitchen is having problems:
Communication: Make sure to regularly check-in with customers at their table. Keep them up to
date on the order; even if it means that it will take a long time. Dont wait until the customer
complains to share with them that there is a problem.
Accountability: Dont blame them in the kitchen and act like you are not responsible. You are
the brand to the customer. Make sure to apologize on behalf of the restaurant and do what you
can to improve the situation.
Responsiveness: Keep checking on the meal regularly even before the customer real gets
upset. Offer an immediate gift of some type (free drink, free appetizer, etc.) to show that you are
doing what you can. And when the customer complains, get the manager over right away.
Empathy: Recognize that customers at a restaurant are often out for a nice evening; not
necessarily for a quick meal. Find ways to make the evening enjoyable even if the kitchen isnt
delivering on expectations.
Solution: Fix the problem by working with the kitchen to get the food right as quickly as
possible. If its not right, take the costs off of the bill and let your customers know that you
are doing it. Also offer some type of discount/voucher for a future meal; let the customer know
that you want to earn back their loyalty.
Review: Incase restaurant encounter problem in the kitchen, this can be a help especially in rush
hours and how to handle the situation. Staff or server should always check the customers, don't
wait for the customer complain and explain the problem. Don't blame the staff in the kitchen and
apologize behalf of the restaurant. Offer free drinks before customer get upset and to improve the
situation and have good dining experience. And use empathy, staff should understand what
customer feel.

2.1.5
Title of the Article: Ways to Make a Great First Impression
Name of the Author: E. Squires and edited by T. Newton
Year Published: January 14, 2016
Keep your Shop Clean. Clean like its your job, because it is. Keep the tables wiped
down, the floors swept, the bathrooms clean, and the space organized. Make sure entryways are
always as clean as the rest of the shop because its what customers see first. Keep the bar space
clean and dont think that because an areas behind it that customers cant see it. In doing so,
youre quietly letting customers know that you take the same level of care with their drinks. The
space youre in is a big part of the first impression you give off, so do everything you can to
make it a good one.
Greet People with a Smile Not a Shout. Every customer that walks in should receive
eye contact and a smile. Its a subtle way to let them know that youre glad theyre here and, as
of such, will do your best to give them a great coffee. Its also much better than yelling hello at
people. Seriously, on behalf of the worlds introverts, please stop doing this. Youre not greeting
people, youre disturbing the entire shop. A smile will suffice until they get to the counter.
Everything in its Place. Design your space to be inviting. Make it easy to see where
customers are supposed to go and dont put things in their way, because a stress-free experience
promises them a coffee theyll enjoy. Not sure how good your design is? Pretend youre entering
your shop for the first time. Do you feel comfortable or confused? Can you find the things you
want, like bags of coffee or condiments? If its a struggle, check out our six steps to an awesome
cafe design.
Be Confident. You know your craft. You have a reason for the way your shop does things.
Embrace it. Let customers know why you are different and why that makes your shop great. And
definitely dont apologize for it. This will lead your customers to trust your recommendations,
coffee quality, and brewing techniques.
Hello, My Name isThe best time to get to know a customer is when you first meet
them. Ask for their name (before it gets awkward to); being on first-name basis will make them
feel like a regular from the very beginning. Follow this up with small talk, whether its about
coffee, the weather, or their hobbies and family. Whatever theyre interested in, you should be
interested in. This can be difficult (especially for introverts), but its worth it. It puts your
customers at ease and tells them that youre interested in their experiences from which theyll
deduce that youre interested in giving them a great coffee experience.
How Can I Help You?. A good first impression is all about establishing trust. One way to
do that is to let your customers know that you can guide them through their coffee order. Dont

make them ask you for their drink you need to ask them what they want. Pay attention to the
clues theyre giving you; give them help if they seem uncertain. And whatever you do, dont be a
know-it-all. More and more people are learning about third wave coffee, but if you ruin their
experience that will only tell them that they dont belong in your cafe.
Mind the Details. There are hundreds of small little things you can do to make a great
first impression, particularly when it comes to service. Try delivering drinks to tables,
anticipating a glass of water, clearing dishes for customers, or directing them to a seat .Do the
unexpected to show new customers how youre different to the other coffee shops out there.
Demonstrate how youll take care of their needs and provide them with the coffee they really
want. The customers walking into your shop want great coffee, but more than that, they want the
reassurance that theyll receive great coffee week in, week out. Theyll decide whether to trust
you to do that based on their first impressions. So follow these seven easy steps to let those
customers know youre going to take care of them.
Review: This article will help the owner and employees to make good impressions to customers
by the following guides; keeping your restaurant clean and space organized, have an eye contact
and smile to customer like they are a regular , get to know them to make customer feel
comfortable, if customer having trouble in choosing menu give them suggestion or tell them
your most sell in menu and mind the every details.

2.1.6
Title of the Article: Tips & Strategies to Win in the Food Business
Name of the Author: Megan Marrs
Year Published: Mar 9, 2016
Foodie Photos. If youve ever logged onto Instagram, youll understand that food porn
is alive and well. Arguably the very best way to promote your restaurant online is with highquality, drool-inducing photos. Visual content is in high demand online these days, and having
delicious looking photos on your website and across various social media outlets is essential
for drawing hungry eyes. Consider hiring a pro to take some top-notch photographs, or try it
DIY style with your smart phone. Be warned though taking really great food photos can be
tougher than it looks, as lighting is often a key factor.
Loyalty Programs. Partnering up with online food apps should definitely be a
consideration as part of your restaurant marketing plan. Partnering with online apps encourages
visitors to check out your restaurant through gamification and loyalty programs, which offer
visitors a free purchase or discount for visiting a certain number of times. You could also kick it
old school and hand out punch cards. They arent quite as cool as apps, but they still show that
you value customers and appreciate their loyalty!
Be an Insta-Ham. Having a strong Instagram presence is another semi-obvious (but too
important to ignore) restaurant marketing tip. Use Instagram to promote your business best
visual content. Show off your storefront, get up close with your top dishes, and use this social
media main stage as a place to play around with your brand identity. For example, an allnatural health food store might try snapping pics of people kayaking, cooking, farming, or other
activities you think your fan base will enjoy. Also be sure to have some fun with hashtags
whether jumping on the hype of existing popularTwitterhashtags like #ThrowbackThursday or
inventing your own, hashtags are a great way to have some fun with fans. Instagram is a nobrainer for those in the food business.
Send Out an Email Newsletter. Remember, your restaurant newsletter doesnt have to be weekly
in fact, users will probably appreciate a less flooded inbox if you simply send them a
newsletter every month or so. Use your email newsletter as a chance to celebrate your success,
discuss new menu items, or share special discounts. Need some email newsletter templates or
layouts? No problem!
Promote User-Generated Content. User-generated content (lovingly dubbed UGC) is a great
way to develop personal and intimate engagement with users. Host a photo contest by asking
customers to share their favorite meal at your establishment, and share the entries on a dedicated
content page (and/or share submissions across your various social networks). Consider awarding

some random lucky contestants with a free appetizer or other prize! Hosting and promoting usergenerated content shows customers that you appreciate them, turning occasional visitors into
die-hard devotees.
Show Off Your Staff. In an age of robotic customer service reps and soon to be self-driving
cars, the human element is severely lacking. Show off your 5-star staff doing what they do
best! Seeing happy, smiling employees does wonders for your reputation, as customers long to
be served by joyful workers. Showing off your pleasant employees also provides major
reputation points happy workers say a lot about a business, and fans are sure to take notice.
Monitor Your Social Media Presence. Social media marketing strategies are an undeniable force
in todays world. Pamphlets and delivery menus slipped under doorways simply wont cut it
anymore. Often, the restaurants with a strong social media presence as part of their restaurant
marketing plan are the ones that are the best, and in the competitive food industry, ignoring
social media is a death sentence.
Review: This article show that having a social media account will be great help in restaurant,
as well as having a loyalty program. Update customer using social media in new menu and
discount. The owner can also consider putting a contest on the social media. This article will
help in improving marketing ideas for effective gaining of customer. Having a social media
account would help and have a personal connection with the customer to make them feel
valued.

2.1.7
Title of the Article: Effective Restaurant Management Takes a Certain Type of Personality
Name of the Author: Ryan Fyfe
Year Published: Feb 10, 2010
Restaurant management is extremely demanding and high pressured. There are very
few people who can do this job correctly and manage their time wisely. This does not mean
that inappropriate people dont end up in the job now and again; the fact is though that the
tough environment of a restaurant quickly weeds out the less able.To be a successful at
restaurant management you need to have to have a particular skill set and many of these skills
will be in relation to managing staff correctly and getting them to provide great service to
your customers.
Get Used to the Pressure. If you want to be effective at restaurant management you
must be able to deal with pressure without it causing you to become overwhelmed. If you get
overtaking by events too easily then this can be a really poor example for your staff, and they
are unlikely to have any faith in your judgment.Things will go wrong on almost every shift
and sometimes it will all seem impossible to manage, but your role in restaurant management
means that you treat all of these problems in a calm effective manner and back this with
decisive action. You should be at your best when everything is going wrong, and you should
have a reputation for thriving due to adversity.
Dont Second Guess Yourself. Another important aspect of restaurant management is
that you dont second guess yourself all the time. If you keep on changing your mind about
things it will cause the staff to lose confidence in you, and possibly they may even begin
undermining you. Of course it is good to question decisions and learn from them, but
appearing indecisive to restaurant staff is not wise and will be seen as weakness. It can make
you look as if you are afraid to lead. If you are successful at restaurant management your staff
should almost begin to think that you always know what to do. It is also important that the
decisions you make are viewed as fair and well thought out; if you continuously make
unpopular decisions you will turn the restaurant staff against you.
Good Managers Respect Their Staff. Effective restaurant management is not only
about being a boss; there should also be an element of respect for the individual employees. It
is important that people are treated like people and not as a means to an end. If staff members
have problems they should feel confident enough to be able to approach you and they should
feel that you will treat them respectfully. It is also important that they are not afraid to offer
constructive ideas and criticisms. Some old-school restaurant management involves ruling by
fear, but this is no longer viewed as an effective management strategy in the industry.
Set a Good Example as Manager. The best managers are good examples for their
employees. They will work harder than everyone else, and will approach their work with
complete professionalism. The most skilled at restaurant management will know the business
inside out; everything from cleaning the toilets to the prices for dishes.

This ensures that they know what everyone should be doing, and they can deal with
any eventually that arises. This is not to suggest that the manager needs to necessarily go
clean the toilets, but they should understand what is needed to do this completely.
Review: Handling restaurant is not easy. Owner have to manage poroperly and provide good
service to the customer. Managers need to get used or be able to deal with pressure and need
to solve problem calmly. Managers should know what to do and respect staff and set as a good
example.

2.1.8
Title of the Article: Simple Ways to Reduce Wasted Food in Restaurants
Name of the Author: Jonathan Gibble
Year Published: June 30, 2010
The cost of food is steadily rising and, according to bread.org, 1.02 billion people went
hungry in 2009 alone. The overabundance of wasted food makes this even more difficult to
endure, but it is a reality that demands a swift and ongoing call to action.As the internets
leading source for restaurant supplies, we here at WEBstaurantStore.com would like to help
reduce the waste that takes place in the restaurant industry by offering restaurateurs ten simple
ways to save both food and money.
Avoid overbuying fresh produce: When your produce vendor has huge sales, theres
often an impulse to purchase more than you normally would. If you buy more than you can
use before it spoils, your attempt to save money has actually resulted in wasted food and fiscal
loss. Note exactly what you want when placing orders: If you would like to take advantage of
a sale but dont want all of the food to peak simultaneously, ask your vendor if you can
receive the products in various stages of ripeness. Inspect all food orders upon
arrival: Thoroughly examine all food orders that you receive by inspecting items randomly,
and not just those on the top. If the food is spoiled or well on its way, do not accept the
order.Pre-cool hot items before storing them in a refrigerator: To help prevent bacteria growth,
pre-cool all hot items before storing them in a refrigerator by using a chill blaster, cooling
paddle, or ice bath.
Store products properly: All products should be stored in a standard food box or food
packaging wrap to prevent waste from cross-contamination. Also ensure that your food is
stored in proper temperatures, with frozen foods requiring storage at 0 degrees Fahrenheit or
below, and refrigerated foods requiring storage at 41 degrees Fahrenheit or below.
Keep everything labeled and organized: Use food labels to clearly and easily identify
important details like what the item is, when it arrived, and when it must be used by. Once
labels are applied, be sure to use the first in, first out (FIFO) storage method by placing new
arrivals behind older items so that the older products get used first. Ensure that your
refrigerator and freezer are maintaining proper temperatures: If your freezer or refrigerator
didnt come standard with a refrigerator/freezer thermometer, be sure to purchase one as soon
as possible so that you can regularly monitor your equipments performance.
Initiate proper portion control: To help save both food and money, use portion control
scales to ensure that the amount of food you specify is what your employees are doling out.
Anticipate and create: If you begin to anticipate that you wont sell a certain item
before it spoils, creating a temporary pricing special will help you make use of the product
and achieve a profit.
Donate food you will not use: As a humanitarian alternative to the last tip, send unused
food to the Food Donation Connection which supports those in need.

Review: This article help to reduce wasted food in restaurant like avoiding overbuying
products, inspect all food orders upon arrival because some may be spoiled, way of storing
pre cool and hot goods to prevent bacteria and store it properly and ensure that refrigerator
and freezer maintain proper temperature and lastly donate food that will not used.

2.1.9
Title of the Article: Biggest Issues Faced by First Time Entrepreneurs When Starting a
Business
Name of the Author: Richard Branson and Ryan Holmes
Year Published: May 31, 2013
Business idea issues. It takes experience to be able to tell whether a business idea is
good or not. It also takes some reasoning about what it means for a business idea to be good.
For example, building a Google search engine was a good idea in the 1990s, but 99.99% of
the population could not execute that idea to the level of quality that would have been
required. Similarly, opening a restaurant may be a good business idea for some people, but not
for most. So a business idea has to be highly personalized to the entrepreneur to take
advantage of their abilities, interests, passions, education, access to capital, connections, and
much more. Quite often, first time entrepreneurs also make the mistake of trying to go too big
with the idea right away. Some of the common business idea mistakes are to try to open more
than one business at once, or try to open a business that would require millions of dollars
when they only have access to a few thousand dollars with which they can realistically start. It
is good to have ambition, but some small wins are needed in order to build on them and go
bigger. The business idea topic is quite broad and I have a number of business ideas
articles on the Problem website.
Lack of finances. Nearly every entrepreneur, including myself, has faced this issue at
some point. While some businesses can be bootstrapped (operated without a cash injection),
most businesses will need a cash injection of some sort to help it get the resources it needs. In
the technology space, people often over focus on investors. But investors are not the only
option. In addition to possibly getting an investment, people can try to get donations via
crowd funding or various fundraisers, loans, or grants. You can also consider using a funding
company like Universal Funding to increase your cash flow. The topic of raising money is
complex. There are a number of articles devoted to this topic of fundraising ideas on the
Problemio website to explore the options you have to raise money.
Inability to market their business. Another common difficulty people face is not having
a great idea of how to market and promote their business. Too often people's idea of a
marketing strategy is to post about their business on Facebook, hand out flyers and business
cards. While those things are ok to do a marketing strategy must absolutely be much more
refined, savvy, and cover many more options. Each business needs to have a marketing plan
that suits the uniqueness of that business and speaks to the target customer for that business.
The topics of understanding your target consumer and creating a marketing strategy that best
suits your business are more fully covered within the Marketing, Social
Media and Blogging categories here on The Social Media Hat. Not knowing how to plan the
business. Business planning has been getting negative attention in the technology space in
recent years, and I do not advise people to write a formal business plan unless that is a
requirement by someone or some institution. The true value of business planning is to identify
the challenges and pitfalls and plan around them before they happen, rather than getting
blindsided by them when the business has already been set in motion. In other words, business

planning is a way to view the business in a holistic way to help you align the vision for the
product that delights the identified target audience, goes after a big-enough market with an
effective-enough strategy to earn revenue and turn a profit. To understand how to incorporate
the business, people can either read up on it, or have everything explained in about an hour by
an attorney. Lawyers can generally point you in the correct direction in terms of the type of
taxation and liability protection issues that are best suited for your business..Lastly, deciding
on the patents, trademarks and other protection mechanisms for your business is one of the
biggest legal gray areas faced by entrepreneurs. Lawyers tend to be conservative on this issue
and recommend fuller protection. Ultimately, most people never need patents, so it is up to the
entrepreneur to make the final decisions on how and what to protect within their business.
Review: As a beginner in the business, there are some issue you can't avoid. This article gives
hint to all first timer entrepreneurs on what they might experience as they start their business.
Reading this article will prevent issues or conflicts on new established business. And how to
carefully plan a business and promoting business effectively.

2.1.10
Title of the Article: Ways To Build Customer Loyalty
Name of the Author: Marc Compeau
Year Published: October 3, 2011
Loyal customers spend more, provide free word of mouth promotion and visit more
often. Yet small businesses often focus on chasing new customers as a way to improve the
bottom line. Make a connection, and then plug in. A recent survey shows that 71% of
customers who ended a business relationship did so because of a poor customer service
experience. That mass exodus totaled $83 billion in the United States alone or $289 per
customer in annual sales. Further research shows that consumers are begging for a
conversation with a real person more than ever. In a world filled with tweets, status updates
and text messages, it is ironic that consumers, particularly young consumers, seek human
interaction as part of their shopping experience. Automated phone systems save money. Call
backs from a well-trained customer service representative earn loyalty. Once you make the
personal connection, then do your thing on Twitter, four square, Google + and Facebook to
deepen it.
Shop around. The best way to discover how to treat a customer is to be one.
Academics study consumer behavior using a PANAS scale, which measures how positive vs.
negative interactions affect consumers experiences. Next time you wander into a WalMart or a Home Depot focus on the experience. If you are a service provider shop a
competitors web site or try to navigate their telephone help line. What about your experience
made you feel good? What added stress? Take notes.
Say Hello and Goodbye. Such a small thing, right? The truth is that customers
remember the first and last moments of their interaction with you far more than anything that
happens in the middle. That means the way you greet and thank each customer is critical. We
recently conducted a study of consumers buying behavior after manipulating only the way
they were greeted. One group was welcomed with a friendly smile the other with a straight
face. Not surprisingly, the smile group bought more items and paid more for each one. You
pay friendly employees the same hourly rate as you may grumpy ones.
Challenge your employees. Dont assume your employees care about your customers;
they probably dont. It is your job to let them know that you expect them to deliver a great
experience, and also help them understand that it will make their job much more rewarding.
Review: Customer is one of the factors that could help to make a business successful. The
article gives an effective ways to create customer loyalty this can help to have more customer
to visit in restaurant and improve relationship between the store owners and customers and
challenging your employees if they deliver good experience in customer and greeting and
thank every customer. The best way to discover how to treat a customer is to be one.

2.2 INDUSTRY REVIEW

2.2.1
Name of the Restaurant: Aria Restaurant, Boracay Island
Name of article: Italian food
Name of blogger: Alfredo H
Date: May 27, 2015
URL: https://www.tripadvisor.com.ph/ShowUserReviews-g294260-d1147256-r414074885Aria_Restaurant-Boracay_Aklan_Province_Panay_Island_Visayas.html#REVIEWS
They say that this is the most famous and most expensive Italian themed restaurant in the
boracay area. There is the saying that "You get what you pay for!" and these is proven here in
this resto in front of the Mall facing the beach. The price is definitely not cheap like the thin crust
all meat pizza that we ordered at 605 pesos an order and the Parma ham salad at 500 pesos an
order. The shakes are also superb in this resto and costs 150 to 170 pesos an order but are way
smaller than the ones in Jonas (the famous milk shakes place in boracay) we ordered Quattro for
Maggi pizza at 490 pesos (a pity that virtual tourist only allow 5 pictures per tip) and the
spaghetti Bolognese at 350 pesos an order. Whew, we were stuffed after!
Review: This article can be a great help for the owner, they should do their best to serve the
food with reasonable price,so that the money of the customer spend is not wasted,customers must
satisfied to the services and food and customer can come back or they can recommend it to their
relatives and friends.

2.2.2
Name of the Restaurant: Jonah's Fruit shake and Restaurant, Boracay Island
Name of article: Refreshing!
Name of blogger: Jess T
Date: March 8, 2015
URL:https://www.tripadvisor.com.ph/Restaurant_Review-g294260-d1147276-Reviews-or1090Jonah_s_Fruit_Shake_Snack_BarBoracay_Aklan_Province_Panay_Island_Visayas.html#REVIEWS
This place has been known for its mango shake back in the late 90s but now they have a
whole range of fruit shake offerings that you can choose from to quench your thirst. After a
whole day of walking the entire stretch of the beachfront, their mango shake remain to be the
best in the Island for me.

Review: This article prove that having a unique selling point or theme are important so they can
attract more customer and they have reason to visit the restaurant , also having a delicious
food,various of choices and texture of food can attarct customer.

2.2.3
Name of the Restaurant: Badjao Seafood Restaurant, Puerto Princesa
Name of article: Great food and great view at Badjao Restaurant
Name of blogger: Meno Jas Castro
Date: May 24, 2016
URL: https://www.tripadvisor.com.ph/Restaurant_Review-g294257-d1762677-Reviews-or30Badjao_SeafrontPuerto_Princesa_Palawan_Island_Palawan_Province_Mimaropa.html#REVIEWS
This is one of kind restaurant locations. You will experience first the beauty of nature
while walking on a foot bridge before reaching the restaurant itself. The seafront is very relaxing
and the food is very great! If you love nature and seafoods, dine at Badjao Restaurant! I
wouldnt post a picture about the food it serves but I guarantee its great! Instead, check this
mangrove and the view...it is really relaxing to dine here!
Review: Having a good location and ambiance is important, the customer will enjoy the foods,
beverages, desserts by having a good facilities. Restaurant must be comfortable and with good
music.
2.2.4
Name of the Restaurant: Antonios, Tagaytay
Name of article: Great food and beautiful place
Name of blogger: Sin C
Date: May 28, 2016
URL:https://www.tripadvisor.com.ph/Restaurant_Review-g317121-d1983774-Reviews-or20Antonio_s_Garden-Tagaytay_Cavite_Province_Calabarzon_Region_Luzon.html#REVIEWS
It was a beautiful magazine article written about Antonio's that made me so eager to try
this restaurant. It had been a long wait; almost a year. Finally, in celebration of our wedding
anniversary, my husband and I went to Antonio's for lunch three days ago and got to experience
first-hand the most wonderful and incredible things that were described in the magazine article.
The food was amazing - it was a fusion of what I would describe as French-Spanish-FilipinoGerman cuisine, so perfectly meshed that we couldn't help but smile at every bite. The restaurant
itself is beautiful - it is like a palatial home adorned with beautiful pieces of artwork and
furniture, reminiscent of the Philippines as a Spanish colony from the 1500s to the 1800s. The
service was superb. One of the highlights of our day was meeting the man himself, the owner
and chef - Antonio Escalante, who approached each table and greeted everyone in the room with
so much warmth, as if we were his own friends and family. The chef even gave me and my
husband generous servings of his delicious home-made Limon cello. It was a nice way to end our
meal. I recommend ordering the Limon cello; if it's on the menu. It is smooth but quite potent so
if it is too strong for your taste, try it with the dalandan juice.
Review: Having a promotion, good service and feedback can help the restaurant gain more
customers and like in this article the chef and owner personally greet the customer so they feel
valued.

2.2.5
Name of the Restaurant: Emerald Garden Restaurant, Manila
Name of article: Good Food
Name of blogger: Clarence Beeks
Date: June 28, 2016
URL: https://www.tripadvisor.com.ph/Restaurant_Review-g298573-d1053285-ReviewsEmerald_Garden-Manila_Metro_Manila_Luzon.html
This restaurant is located near the US Embassy and is open daily from lunch to dinner.
They serve Chinese and Filipino dishes. The food is affordable and of times families hold Lauriat
receptions in the restaurant. This is a popular venue for baptismal and birthday
receptions.Emerald Garden Restaurant is a famous Chinese Restaurant and Dumpling Place in
Manila and is easily one of the most popular Cantonese Type of Chinese Restaurant outside
Chinatown as it has a separate area for the full service restaurant and the fast food place for
people who munch on assorted dumplings, congee, noodles, the Philippine Siopao.
REVIEW: Having an affordable and good location can be a big help in restaurant like in
this article it is located near the US embassy and they are full service and fast food restauratnt it
is convinience for the workers who have limited time to eat.
2.2.6
Name of the Restaurant: The Hobbit House Bar and Restaurant, Boracay Island
Name of article: Great food and great entertainment
Name of blogger: Abraham B
Date: February 17, 2016
URL: https://www.tripadvisor.com.ph/Restaurant_Review-g294260-d1159974-Reviews-or40The_Hobbit_House-Boracay_Aklan_Province_Panay_Island_Visayas.html#REVIEWS
This famous bar and restaurant, which also has a branch in Manila, is staffed by little
people. From charming waitresses taking your order, to polite staffers delivering your food, most
staffers are shorter than the tabletop. The owner must have been a fan of J.R. Tolkien, which is
also very evident with all the Hobbit murals all around inside the place. Food is good, and the
price is about average (considering you are in Boracay). While having dinner, we were serenaded
by a solo performer and his guitar (both regular sized), with acoustic renditions of local folk
songs as well as foreign blues/pop sets.
Review: It is a resto bar with great food and great acoustic music. The price is affordable and it
is entertaining because it is surrounded with local performers with guitars.
2.2.7
Name of the Restaurant: Sonia's, Tagaytay
Name of article: Try their bread. Really good!
Name of blogger: AGMMAC
Date: August 1, 2016

URL: https://www.tripadvisor.com.ph/Restaurant_Review-g317121-d1230684-ReviewsSonya_s_Secret_Garden-Tagaytay_Cavite_Province_Calabarzon_Region_Luzon.html
We usually bring balikbayans to Sonya's Garden. It is a good place to buy bread, tableau
and other products such as homemade soaps, linen sprays, balms and other homemade toiletries.
The gardens are also beautiful. It has become very commercial. The ambiance is no longer
peaceful and relaxing. When we went there, there was a team building activity at the restaurant
and the sound system was so loud. The place has departed from the Zen-like atmosphere and
ambiance that it was famous for.There is a fixed menu with ingredients fresh from the gardens
that serenade you with colors and scents.
Review: The first thing you notice entering the area is the smell - flowery smell that draws you
into the garden. There are different dining areas (large, small) that can be accessed via pathways
with plants and flowers on the side. It's a really pleasant walk and I wouldn't be surprised if it
takes you a while to get to the dining area. There's a lot of nature to see and discover. It serves a
standard menu of fresh garden salad, bread, pasta with assorted and sauces and spreads so you
can create your own flavor.
2.2.8
Name of the Restaurant: Sensei Sushi Bar and Japanese Restaurant, Paranaque
Name of article: Amazing!
Name of blogger: nixca316
Date: June 5, 2015
URL: https://www.tripadvisor.com.ph/Restaurant_Review-g946307-d7231361-ReviewsSensei_Sushi_Bar-Santa_Cruz_Aruba.html
I love the pork ramen, the magical paella balls and the Tijuana rolls. I usually go for
authentic Japanese dishes, but once in a while, I look for food that still has the Japanese taste, but
with a global appeal. The Tijuana Roll is filled with great tasting guacamole, so it has the zing of
both Mexican and Japanese cuisines. I love this!I haven't a person who was disappointed with his
or her visit. From the outside, except maybe when the place is filled to the brim, it may look like
an ordinary place.
Review: This place is one of the popular Japanese fusion places in the area.
2.2.9
Name of the Restaurant: Kina Lola, Alabang
Name of article: New, nice and clean restaurant
Name of blogger: Hannes54321
Date: June 22, 2016
URL:https://www.tripadvisor.com.ph/Restaurant_Review-g312690-d10464491-ReviewsKina_Lola-Muntinlupa_Metro_Manila_Luzon.html
Kina Lola just opened opposite Madrigal Business Park in Alabang; they are open from
6AM until 10PM.They serve food & drinks a la carte, but also serve four different specials
everyday (all priced between P59 and P99 inclusive of soup, rice, and water). I ate Pork

Binagoongan, priced at P79. The quality of their meals is much better than the price suggests and
the ambiance is great. Free Wi-Fi, nice music, several TVs, a clean restaurant and a great
ambiance. I will be back!!
Review: It has quality meals and good ambiance.
2.2.10
Name of the Restaurant: Friday's, Boracay Island
Name of article: Wonderful!
Name of blogger: Nallada
Date: June 25 2014
URL: https://www.tripadvisor.com.ph/Hotel_Review-g294260-d338311-ReviewsFriday_s_Boracay-Boracay_Aklan_Province_Panay_Island_Visayas.html
Fridays Boracay has the best restaurant in the Island. From their staff to the food,
everything was just perfect. Their steak is so tender that one would really savor each bite. Their
food and beverage manager, Mr. Randy Dreisbach, is very accommodating and quickly responds
to all your queries had you been booking in advance. They even gave us a complimentary cake
with "happy anniversary" on it, isn't it so nice? It was so romantic that its the perfect spot for
someone to propose to his intimate other. It's a bit pricey compared to other restaurants in
Boracay but who's complaining? It's definitely worth it! It's undeniably the most wonderful
experience we've had in Boracay.
Review: The restaurant at Fridays hotel offers a large variety of different dishes and every night
has a theme. The all-you-can-eat buffet on Friday (P750 per head). Happy hour is from 3-6pm
daily, drinks are 2 for 1.

2.3 KEY DRIVERS AND KEY BARRIER

Key Drivers:

Demand- restaurant is fast growing industry in the Philippines. There is still an

increasing demand for beverage supplies.

Money- the proponents has enough amount of money to build a business and
wants to generate income.

Same interest- the proponents have same interest in building a restaurant because
of the educational background that everybody has.

Key Barrier:

Competitors- existing competitors near the area gives a light competition.

Lack of knowledge- lack of awareness in management and developing a

restaurant facility.

Time- the proponents have busy schedule may hinder from the hands-on
management.

2.4 TARGET MARKET

Le Patisserie decided to establish a pastry shop that produces a great and amazing
pastries, pasta, and cakes. Our target markets for our so called business are young professionals
and students. We had a thought in mind that if a young professionals will like our pastries they
will recommend us in other client and some of them if ever that we could get lucky, might invest
in our pastry shop and we will be known as of then, As we all know student nowadays prefers to
eat at pastries than fast food chains and we had a thought in mind that like us, as a student we
always talk about which is much better or what is good to eat then recommend it to someone else
if ever that place or that food has a great thing to offer . Students can make a business grow, as
long as you offer them something good to have and eat.
2.5 COMPETITION

Le Patisserie is situated in the middle of the locations such as Jollibee, Sweet

Expressions, Mini Stop, Minute Burger, and Fresh Options. Jollibee and Mini Stop also offering
desserts or breads, customer tend to buy in the said establishments than Le patisserie because
they already known by the customer. On the other side, the customer may crave or want for
something new, so customers have opportunity to visit Le patisserie. There can be also
competition in price. Sweet expression will be the greatest competitors because they also
offering cakes and cupcakes.
2.6 SWOT ANALYSIS
Strength

The location is accessible and visible

The only restaurant who offers foods named after by the well-known people in the
Philippines
High quality of service
Competitive price and new marketing strategies
Talented bakers

Weaknesses

New in the market

Limited number of staff
Lack of awareness in management and developing a restaurant facility

Opportunities

The place will be known

Restaurant expansion plan
New pastry products in the area

Threats

More competition
Low prices of competitors