I was in Bakmie GM they have this new product "mie cha cha" discount 50%. So I thought why not order that but when I sat down I changed my mind. I talked to myself "you have been eatin noodle way too much" So I decided to change it to "nasi cha cha" thinking that I would eat rice and still have a discount of 50% but when I pay the money it was more than 15.000 IDR include ice tea that's strange it should be 11.000 IDR only if I ate mie cha cha and ice tea. Good thing there is another waitress there who approached me and said sir it would be cheaper if you order mie cha cha which has discount 50% and buy a bowl of rice. At that point I said to myself "Wow now this is customer service who give alternative and to retain customer for good". I would have paid the nasi cha cha without the discount and felt the sour taste later on. Giving the best alternative to customer really a paramount thing to do.
Oh yeah one more thing after I ordered the other waiter saw me from distance he noticed my long waiting face (a sign of someone waiting for his order) he took a glance of my ordered and rush in to take the order from the kitchen. Wow another customer service move. Not only he is sensitive enough to feel his customer (call it customer intimacy) he can feel the need to pursue this in order to gain solid team performance. I have to say Bakmie GM surely does continuous improvement in a lot of things. From service level that is including genuine politeness on serving customer (have seen a big american food chain who's trying to be polite but man you can smell they are faking it from distance), to make sure that efficiency in receiving order to the payment the first resto that ask for money upfront and was followed by other resto similar to it, and also the ability to limit usage of napkins, chilli, utensils. High cleanliness. If you want to learn continuous improvement in real life go to the nearest Bakmie GM and see the improvement on monthly basis.
