Relationship Marketing Case Study: Description Of Encounter At Hai Di Chinese
Description of Encounter
When we arrived at Hai Di Lao (HDL), we were greeted in Chinese by the staffs and was given a queue number. We were told that we could walk around the mall and wait for their call when our table was ready or we could sit at the table they provided to wait for our turn.
We chose the latter and were provided with a free flow of popcorn, banana chips, fresh fruits and drinks while waiting for our queue number to be called. The waiting area also consisted of newspapers and magazines, board games, a playground area for children to watch cartoons, and a room for customers to do their manicure.
As the queue was very long, about 20 tables in front of us, we were told that if we folded 30 origami paper cranes, we would be entitled to a free $6 dish. We managed 30 before …show more content…
H does not focus on customer retention based on relationship marketing but instead they focus on their customer service as it is their number 1 priority.
Exceptional Customer Service System
Customer-Oriented satisfy the needs of customer
(customer is the key focus, system & policy must satisfy customers’ needs & expectations)
While he tries to entertain my boy with his 拉面skills, he was very honest too when the noodles hit the floor even though we didn't see it. He would tell us he will 拉 again as the noodles had hit the ground and its dirty.
Effective solve customers problems
(able to solve problems to customers’ satisfaction, do the right things right, consistent service delivery)
Flexible must be flexible because different customers have different needs
(able to respond to changes and exceptions, willing to go the extra mile for customers)
Cost-Effective benefits must outweigh the cost
(benefit must exceed the cost in the long- term for customers. Value of keeping vs losing
When we arrived at Hai Di Lao (HDL), we were greeted in Chinese by the staffs and was given a queue number. We were told that we could walk around the mall and wait for their call when our table was ready or we could sit at the table they provided to wait for our turn.
We chose the latter and were provided with a free flow of popcorn, banana chips, fresh fruits and drinks while waiting for our queue number to be called. The waiting area also consisted of newspapers and magazines, board games, a playground area for children to watch cartoons, and a room for customers to do their manicure.
As the queue was very long, about 20 tables in front of us, we were told that if we folded 30 origami paper cranes, we would be entitled to a free $6 dish. We managed 30 before …show more content…
H does not focus on customer retention based on relationship marketing but instead they focus on their customer service as it is their number 1 priority.
Exceptional Customer Service System
Customer-Oriented satisfy the needs of customer
(customer is the key focus, system & policy must satisfy customers’ needs & expectations)
While he tries to entertain my boy with his 拉面skills, he was very honest too when the noodles hit the floor even though we didn't see it. He would tell us he will 拉 again as the noodles had hit the ground and its dirty.
Effective solve customers problems
(able to solve problems to customers’ satisfaction, do the right things right, consistent service delivery)
Flexible must be flexible because different customers have different needs
(able to respond to changes and exceptions, willing to go the extra mile for customers)
Cost-Effective benefits must outweigh the cost
(benefit must exceed the cost in the long- term for customers. Value of keeping vs losing