The crucial step in the process of offering service delivery is somewhat dependent on personal

concerns. When comes to restaurant, some may put a lot of attention on the taste of the food,
the cleanliness or seek outstanding customer service. It all depends on the individual needs and
wants of the customer which then decides whether they will be satisfied or not.

For the example of Haidilao, the Moment of truth (MOT) for a typical customer in that restaurant
is the outstanding quality of the service as well as how well the staffs satisfy the customer's
expectation in terms of many caring services when dining or in the waiting rooms. Haidilao is
known as one of the best services in that segment of Vietnam, thus, it is clear to see that
customers come here to enjoy the service of the restaurant.

Haidilao restaurant always tries maintaining the moment of truth goes right because it influences
how customers view and respond to your brand. Moreover, these MOT affect more than just the
customers who are directly affected by them. They also have an effect on other people's
purchasing choices because those clients who experience those MOT will also share what they
decided in those moments with those around them. Otherwise, if it goes wrong, customers could
have a negative view of the restaurant or services.

The managers can manage these moments of truth by minimising the gaps between needs and
wants of customers. Training and empowering their employees to make sure they can do their
best in taking care of customers. Moreover, in the food and beverage industry, the quality of
food is also important. Managers also need to check the quality of facilities and food regularly.
Last but not least, managers need to be available every time to handle problems quickly.