Name : Verren Henny Waloni 

SIN : 20061102464 

Class : 4C IBA 2020 

SERVICE MARKETING
Tuesday, 24 May 2022

Give examples, based on your own experience, of a reservations system that worked really
well and of one that worked really badly. Identify and examine the reasons for the success
and failure of these two systems. What recommendations would you make to both firms to
improve (or further improve in the case of the good example) their reservation systems?

Answer :

1. Worked really badly

One day, my family and I went to a restaurant, my mother wanted a reservation for February
12 at 13.00 pm and the receptionist said yes, and they received a reservation from my mother
and asked my mother for the phone number and name of my mother. Then on the 11th
February night, my mother tried to call again to confirm the reservation, even though at that
time they had asked for my mother's phone number and name, but when we called, they
didn't pick up the phone, and my mom tried several times and the phone still didn't pick up.
And the next day, our family still came to the restaurant, we came and they said there was no
reservation, and my mother tried to find the manager of the restaurant, but they acted like
they didn't see my mother. And after about 15 minutes, the manager came to us and said there
might be an error due to the large number of incoming reservations and suggested that our
family eat elsewhere. And finally we ate elsewhere and we didn't eat at that restaurant.

Identify & examine reason :

The reason for the failure was being careless about their reservation. Supposedly, if they had
told us there was a place for us at that date and time and they had taken our reservation, they
should have reserved and prepared a table for us. But instead they said that there was an error
and that there were too many reservations. If it's already overloaded, they shouldn't have to
received a reservation from us from the start, so that we don't have to go there and we can
make a reservation to eat at another restaurant.
Recommendations from me to improve their business :

They must be more careful, and if they are unable to handle all customers beyond their
capacity or are overloaded, they should be able to refuse customer reservations. In my
opinion, attitude is number one, and they need to improve their attitude to be even better.

2. Worked really well

One day I went to the salon that I had a reservation for, and when I arrived at the salon, I
walked right to the receptionist and told her I had a reservation, and she greeted me warmly. I
didn't wait any longer, because my hair style was ready, and I sat down in the chair that had
been prepared. And then she started asking me what kind of haircut I wanted, and I wasn't
sure what model I wanted at the time, so I just said I wanted to cut layers and no bangs, and
the hair style was very nice and friendly, and she gave me suggestions for layer hairstyles that
suit me, and she didn't just give advice but also explained the hairstyle thoroughly. And in
between she was cutting my hair and telling me whether my hair was too dry and giving me
tips on how to maintain my hair. And when finished, the results are excellent.

Identify & examine reason :

In my opinion, the reason for the success is that they have good service and attitude. They
have a polite and friendly attitude, thus making customers comfortable and happy.

Recommendations from me to further improve their business :

Because the service is good, maybe in my opinion, the price is too pricey in my opinion, there
are also salons that have the same quality but the price is lower than that salon. But so far, the
service is good.