The Ghanaian and Customer Experience 103

Hope the month started out well for us. We are still early in the month, believe it will get better if it is not yet.
This blog is to recognize employees and employers effort to deliver good customer experience, encourage others to learn from them and do same as well as to keep the company(ies) in question on their toes and ensure the right things are done to deliver nothing short of the best.

Shall we continue with our journey we have been on since beginning of the year. If you have missed the earlier ones they are still available for you to read and enjoy.

So I went to this popular restaurant on a fine Sunday afternoon. Not too many people in the eating area and a bit quiet but guess what? It took more than 10 minutes for a waiter to approach me. I was given a menu which I actually took a long time to go through because I did not have much to choose from. I actually wanted something different from the normal rice varieties, fries and salads but it did not work out so good. I finally had 2 choices and was quite looking forward to it and I called the waiter. He just dashed my hope by telling me they do not have my order without any empathy at all. I asked for the second and got same feedback. So why are they on the menu if you do not have them available I asked him and all he could do was to smile at me. You can imagine how I was feeling, I just said thank you and walked out.

Not too far was another place where I decided to check out. I did not get my favorite spot but I was looking forward to a better experience. Well, it was a bit different here as I had to walk to the counter to make my order. This time everything on the menu was available and I was quite spoilt with choices I must say. Order was made and in less than 10 minutes I had my food to enjoy.

The food was good, I opted for something new and I enjoyed it being the first time. Their service was good as I have been a patron in their other branches. They were always consistent and I am sure everyone who walked in and out of there was quite satisfied if not delighted.

Kudos to staff of KFC in Osu, Junction mall, Spintex and East Legon. You guys are always on point, keep it up.

One question kept coming to mind. This restaurant gets customers in their numbers always but they never delay with their orders even if they did it was quite on the normal. What is different with them that others do not have apart from being a foreign company? Is it not possible for the others to emulate and give customers same or even better experiences?

I asked this question early on but did not quite get a response on it.

Here we go again, as it keeps happening always and I am sure you have experienced one not too long. 

What is the point on having mouthwatering dishes on a menu only to find out after deciding on a few and making the order that they are not available?

I think we have evolved enough and technology is far advanced for us to still keep laminated sheets with the menu on for our customers. Worst of it is where half of the dishes are not available. Don’t you think so too?

Is it too difficult for eat outs to give us ONLY what is available in their kitchen so we can choose from instead?

My suggestion for them is, get 2,3 or more tablets with your menu to give customers who walk in. This makes it easier to update by way of taking out what is not available and add those that are new.

That is classy, customers feel good about the gesture and you as a company. They know you are in tuned with them and you are a tech savvy company.

What would you suggest my cherish reader? How would you want your favorite eat out to present your menu to you on your next visit? I appreciate your contributions a lot. Let’s help to make the industry a better one. I am looking forward to hear from you all.

Happy New Month.

I am Ivy Zelda A. Yeboah, a graduate with a Bachelor’s degree in Marketing and currently studying Social Media Marketing online from Northwestern University. I have a lot of experiences in customer service, Marketing and I have the passion in Advertising and Branding and I have studied around those areas. I am a manager in a contact center of a leading Telecommunication in Ghana and I am currently looking forward to new challenges in the same field or other fields of interest. Feel free to contact me LinkedIn on http://bit.ly/2fVXNlY (Ivy Akosua Yeboah) my twitter handle @zeldayeb (Ivy Akosua Yeboah) and Facebook Zelda Yeboah.