Class 8 OM 235

Service Experience The Paramount

How do we Improve customer satisfaction?

• Add capacity

• Reduce Variability

• Reservations or appointments

• Minimize Offerings

• Only offer takeout at certain times

• Only offer ‘longer to make dishes’ at certain times

• Parallel workers doing same task

• Psychology

The Paramount

• Value Proposition

• Customer Segments

• Are they successful?

Value Proposition

• Known brand

• Great customer experience

• Good Food

• Go extra mile

Customer Segments

• Loyal, Local, Repeat Customers

• People Referred to them by Hotel concierges

• Carryout order are 10% of business and increasing

• Door dash Customers

Operational Characteristics (Restaurants) Part 1

Lines

• Long waiting line extending through dining area and out the door —> long waiting time

• Not much space in restaurant

• Line twists. Customers have to avoid food carts or mops

• Seat customers only once food is served

• Rely on customers to leave tables quickly if there’s a line

Perception

• Can watch food being prepped

• Take care of long waiting customers

Operational Characteristics (Restaurants) Part 2

Customer Care:
• Chefs have worked there more than a dozen years
• Recook or comp orders for customers who complain
Times and Cost:
• Peak is 9-11, customers trail off by 1:30.
• Open at 7 (8 on weekends), close at 4:30.
• Breakfast or lunch ticket about $15, 20% higher for
carryout
• Dinner with wine and dinner entrees led to $30 tickets, but
little carry out

How to make more money?

• Expand dining room size?

• Carryout orders?

• Online Orders?

• Make at home packets?