Overall the customers were satisfied and so were the employees, the new concept had its problems but out of the 40 ideas, 36 were successful and 20 were continued in the banks practice. .
The hospitality industry could use this innovative for serving their customers better. An Innovation and Development Team would be useful to a hospitality establishment. They could follow exactly what the bank did, using the 5-step process for service innovation, developing new ideas to implement within the service. It would be easier doing this for a hospitality chain industry (Marriott, Applebee's). It would provide a greater feedback from clients than a smaller business, enabling the company to make bigger changes.
Another idea a hospitality business could apply one of the Bank of America's ideas is using a prototype to work out the problems with ideas. Then moving to a live setting to test the ideas established by the I & D Team, and having a trial period where there would be live interaction between employees and customers. Then after the trial period is over, weed out the problems and apply the successful ideas to the permanent business practice. .
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2. Based on the information provided in a previous class (the customer complaint letter-another copy is attached), put yourself in the role of restaurant manager and respond to the complaining customer in a manner that is indicative of the principles of good service. Make sure you demonstrate strong rationale for that customer to return and "give you another chance". .
Dear Dr. Loflin,.
I am deeply sorry and upset with the news that you have presented me with, the well being of this establishment relies on the satisfaction of the guests. I appreciate you bringing this to my attention, since your visit to The Retreat House I have looked into these problems. I have fired the two servers and replaced them with servers who are more adequate for providing good service.
