Harlequin and Brine is a causal restaurant with fine-dining quality food, craft beer, and live music. Once opened, it will have a butcher inspired menu with high quality yet lesser-known “butcher’s cuts”. The bar will have local craft beer, crowd favorites, and live music. This paper aims to determine the value of the products and services at Harlequin and Brine, and examine their relationship to the customer’s personal benefits, costs, and inconveniences.
The prices that an owner sets are a major factor in determining overall value (Inghilleri & Solomon, 2010). Pricing that is fair, honest, and straight forward help to win a customer’s respect and loyalty; customers have little value for businesses that use deceptive …show more content…
At good establishments, owners are able understand the customer’s point of view, but at great establishments, each employee understands their point of view as well. Furthermore, creating a policy of systematic testing of all products and services creates a sympathetic staff that actively listens to the customers (Inghilleri & Solomon, 2010). The personal benefits of dining at Harlequin and Brine are excellent service, an enjoying food and beverages from a focused menu, and its familiar “second home” like atmosphere.
In and of itself, excellent service is invaluable because it gains customer loyalty. Increased customer loyalty helps customers become less price sensitive, more likely to try new product lines, and less likely to humor the competition (Inghilleri & Solomon, 2010). Repeat business and customer loyalty stem from a business’s quality of service (Koshki, Esmaeilpour, & Ardestani, 2014). Harlequin and Brine measures personal benefit through the number of repeat customers. Simply put, when loyal customers come back night after night, the is doing something right and the consumer is found a personal …show more content…
By implementing more efficient processes, Harlequin and Brine can improve its service and meet its value profits. However, there is such thing as becoming too efficient. Many businesses inadvertently loose customers by eliminating valuable services all in the name of efficiency (Inghilleri & Solomon, 2010).
One of Harlequin and Brine’s major efficiency process which will help improve value is it is ability to recover from service missteps. The four elements of great service recoveries which Harlequin and Brine will employ is: (a) apologize and ask for forgiveness; (b) view the complaint; (c) fix the problem and then follow up; and (d) document the problem in detail to identifying trends and permanently fix the issue (Inghilleri & Solomon, 2010).
A winning service staff benefits the customers and the company alike. Happy, well-trained employees stay with a company longer, have fewer accidents, and fewer behavioral issues with saves the organization money through low employee turn-over, lower insurance rates, and fewer lawsuits (Inghilleri & Solomon, 2010). Harlequin and Brine intends to keep happy yet efficient employees by eliminating multitasking procedures. Restaurant employees lose almost 40% productivity by switching from task to task in an effort to multitask (Weinschenk,