THE FLOWER OF SERVICE

THE FLOWER OF SERVICE

informati
on
consultati
on

payment

billing

Core
produ
ct

exception
s

Order
taking

hospitalit
y
safekeepi
ng

ROLES OF SUPPLEMENTARY SERVICES

Facilitati
ng
Services

Informati
on

Enhancin
g
Services

Consultati
on

Order
taking

Hospitalit
y

Billing

Safekeepi
ng

Payment

Exception
s

INFORMATION ELEMENTS
Directions to service site
Schedules/service hours
Prices
Instructions on using core product/supplementary services
Reminders
Warnings
Conditions of sale/service
Notification of changes
Documentation
Confirmation of reservations
Summaries of account activity
Receipts and tickets

ORDER TAKING ELEMENTS

APPLICATIONS
Membership in clubs or programs
Subscription services
Prerequisite-based services
ORDER ENTRY
On-site order fulfillment
Mail/telephone order placement
Email/web site order placement
RESERVATIONS AND CHECK-IN
Seats/tables/rooms
Vehicles or equipment rentals
Professional appointments
Admission to restricted facilities

BILLING ELEMENTS
Periodic statements of account activity
Invoices for individual transactions
Verbal statements of amount due
Machine display of amount due
Self-billing

PAYMENT ELEMENTS
SELF SERVICE
Insert card, cash, or token in machine
Electronic funds transfer
Mail a check
Enter credit card number online
DIRECT TO PAYEE OR INTERMEDIARY
Cash handling and change giving
Check handling
Credit/charge/debit card handling
Coupon redemption
Tokens, vouchers, etc.
AUTOMATIC DEDUCTION FROM FINANCIAL DEPOSITS
Automated systems
Human systems

CONSULTATION ELEMENTS
Customized advice
Personal counseling
Tutoring/training in product use
Management or technical consulting

HOSPITALITY ELEMENTS
Greetings
Food and beverages
Toilets and washrooms
Waiting facilities and amenities
Transport
Security

SAFEKEEPING ELEMENTS
CARING FOR POSSESSIONS CUSTOMERS BRING WITH THEM
Child or pet care
Parking facilities, valet parking for vehicles
Coat rooms
Baggage handling, storage place, safe deposit boxes
Security personnel
CARING FOR GOODS PURCHASED OR RENTED BY CUSTOMERS
Packaging
Pickup
Transportation and delivery
Installation
Inspection and diagnosis
Cleaning
Refueling

EXCEPTIONS ELEMENTS
SPECIAL REQUESTS IN ADVANCE OF SERVICE DELIVERY
Children's needs
Dietary requirements
Medical or disability needs
Religious observances
Deviation from standard operating procedures

HANDLING SPECIAL COMMUNICATIONS

Complaints, compliments, suggestions

PROBLEM SOLVING
Warranties and guarantees against product malfunction
Resolving difficulties that arise from using the product
Resolving difficulties caused by accidents, failures, etc
Assisting customers who have suffered an accident or medical emergency

RESTITUTION
Refunds
Compensation in kind for unsatisfactory goods and services
Free repair of defective goods

THE FLOWER OF SERVICES APPLIED TO EATING IN A RESTAURANT

Information
-reservation
- menu prices
-reminders

Payment
- Credit card
- Check
- Cash
handling

Billing
- Self billing
- Mail billing

Exceptions

Consultatio
n
- Customized
advice
- Menu
suggestions

Core
Food
and
beverag
es

- Complaints
- Suggestions
Compensation
for
unsatisfactory
service

Safekeeping
- Coat room
- Valet parking

Order
taking
- Table
reservation
- Ordering
menu

Hospitality
- Waiting
areas
- Free
beverage
- Toilets