Papa Gayos is a family owned restaurant that has been established for the last 17 years in Houston, TX. Maria Sifuentes Rosales is the owner of the restaurant and is part of Armando Barros network connection. Mrs. Rosales was gracious in granting an interview and is motivated by the fact that through our analysis we will be able to uncover ways to make her business more effective. Papa Gayos has a very stable staff especially for the food industry with some employees being there from a range of fifteen to nine years of service. Her employees have been with her for many years which shows they have teamwork and enjoy working together due to the management leadership. The majority of Papa Gayos customers are regulars and there is a good number
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Rosales was asked if she had ever viewed the Yelp Reviews and her response was that she never had looked at it. It was also uncovered that Papa Gayos takes no customer surveys to rate their customer’s experience. Mrs. Rosales became concern during the course of our interview due to the fact that she had no idea what her ratings were online sites like Yelp. During the interview, we were able to go through the Yelp ratings and we were able to uncover certain common themes within the reviews. As of September 23,2016, the Yelp ratings is 3.8 stars and the oldest review is from 2006 which is a total of 10 years’ worth of ratings. One of the common themes in the reviews is that several customers said they feel so welcomed in the restaurant after coming in a few times. However, that was not their first impression of the staff and therefore it took us to another question of the training process. Mrs. Rosales said that she only has three days of training and when she said that she made a quick reflection as that time is insufficient. At that time, I asked about the training process and Mrs. Rosales was not sure of how they are trained or even the process itself. From the facts that have been uncovered the following observations were …show more content…
Potential customers look at reviews and if the ratings are low then most will not even consider going to Papa Gayos. This also creates an impact for increasing future revenue of the business. The third issue is closely related to the second because management is not soliciting feedback of the customers they are serving. No data is being collected in what the customers appreciate and how they could improve customer satisfaction. Increasing customer satisfaction is a key driver for revenue indirect marketing via customer feedback through social media. The only way management can improve services to the patrons is by receiving feedback from their customers via surveys or any online
Rosales was asked if she had ever viewed the Yelp Reviews and her response was that she never had looked at it. It was also uncovered that Papa Gayos takes no customer surveys to rate their customer’s experience. Mrs. Rosales became concern during the course of our interview due to the fact that she had no idea what her ratings were online sites like Yelp. During the interview, we were able to go through the Yelp ratings and we were able to uncover certain common themes within the reviews. As of September 23,2016, the Yelp ratings is 3.8 stars and the oldest review is from 2006 which is a total of 10 years’ worth of ratings. One of the common themes in the reviews is that several customers said they feel so welcomed in the restaurant after coming in a few times. However, that was not their first impression of the staff and therefore it took us to another question of the training process. Mrs. Rosales said that she only has three days of training and when she said that she made a quick reflection as that time is insufficient. At that time, I asked about the training process and Mrs. Rosales was not sure of how they are trained or even the process itself. From the facts that have been uncovered the following observations were …show more content…
Potential customers look at reviews and if the ratings are low then most will not even consider going to Papa Gayos. This also creates an impact for increasing future revenue of the business. The third issue is closely related to the second because management is not soliciting feedback of the customers they are serving. No data is being collected in what the customers appreciate and how they could improve customer satisfaction. Increasing customer satisfaction is a key driver for revenue indirect marketing via customer feedback through social media. The only way management can improve services to the patrons is by receiving feedback from their customers via surveys or any online