![]() Serving meals Clients serve themselves from Satisfaction surveys tend to condition recipients to give a responseĬlients are not greeted Every client is greeted and seated.The design of most satisfaction surveys is usually poor.“Day in the life of” observations (put yourself in their shoes) Only a small percentage of customers who are dissatisfied actually complainĦ.Survey customers’ actual experiences – e.g. ![]() Make a view of each significant target segmentģ. Map a generic customer’s experience and determine the moments of truthĢ. Staff uniform, presentation and customer engagementġ.Residential aged care offers choice of rooms – why not food?Ī Moment of Truth is any opportunity to create a lasting perception in.Segment according to demographics and needs.Customer’s mood and attitude towards food influence theirĦ. Level, lighting and environment, other customers)ĥ. Dining mood (greeting and welcome, seated quickly, noise Not just taste and smell (music, touch of table linen or chair)ġ.Interior design, lighting, flowers, candles, artwork.Locally grown or organic produce (seasonal) Consumer driven aged care - choice (CDC)ģ.Our awareness of food quality and variety High prevalence and popularity of TV food shows has increased.Efficiency, low cost, less choice – catering system.Identifying operational opportunities to create lastingġ. Creating strategic opportunity through food servicesĢ. LASA Victoria Aged Care Catering and Hospitality SeminarĬhange Factory – improving business performance by changingġ. Managing the change in Aged Care from a catering mindset to a hospitality experience
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