Business want our user experience to improve revenue and to retain consumer.
That tell us we have been charged HK$8 (US$1) for the tab water we ordered.
I didn’t know you can actually do that.
A restaurant will not even let it gets on the bill that truly care about diner experience and consumer retention.
Now that it is there, I swear I will not come again.
It made me feel bad, being leveraged on, and disgusted.
Does it mean if I drop my chopstick, I will be asked to pay Chopstick cleaning fee? since restaurant does not need to watch the extra chopstick if i did not drop them on the floor.
We all know how a small dissatisfaction ruin the big picture.
Yet we allow it to happen.
As a UX enthusiast i scratch my head when this happens. And why business owners do nothing to improve the situation, why no learning is obtained from it.
There can be a zillion reasons for such, the one thing fundamentally to it is:
A correct definition of user experience.
What are the tipping points that make or break an experience?
What are the consequencies of a good or bad experience and how do they impact your business?
Are all stakeholders that help you create your user experience adequately equipped to help achieve your objective?
And would you see your user experience with you as one-time off, short-term or long-term?
Do you plan to meet or exceed user expectation?
I encourage business to put users first, nevertheless, in a strategic way, it does not mean we need to spend a lot of money on that, we may not even need to spend at all. But we need to know what makes a difference, and what need to be done and how much it costs us to do so and then what is the potential benefits.
If the cost means I need to renovate the entire place and the benefit is that consumers see a new setting.
I probably don’t do it
When the cost is just a cubic meter of water.
I do it.
It was all so perfect.
And I was going to put them onto my favorite restaurant list.
Until we get the bill.
Yes.
We did drink 2 cubic meter of water during dinner.
One each.
Out of feeling set up, because when we ask for water, nobody told us we have to pay anyway.
I ask them to take it off from our bill.
And it is only 2% of the total.
Should not be a big problem.
Well…
Apparently the restaurant sees it in another way.
As the waiter explain to me the fee is because they have to spend money boiling the water.
So they should be paid.
Then the water must have been 185 degrees at one point.
Millions of dollars are spent on advertising and on promotion.
It does bring people into your door.
Then you make sure they don’t come back again.
WHY????????????????
I am from Beijing, I always actively look for good Beijing restaurant and when I find one, 100% I visit it every 1-2 months.
Yesterday I went to a nice Beijing restaurant, This restaurants has good layout and
decoration.
Food was not amazing, but good enough.
My friend has a good conversation with the waiter and waitress.
Well, I’m joking.
That tell us we have been charged HK$8 (US$1) for the tab water we ordered.
I didn’t know you can actually do that.
A restaurant will not even let it gets on the bill that truly care about diner experience and consumer retention.
Now that it is there, I swear I will not come again.
It made me feel bad, being leveraged on, and disgusted.
Does it mean if I drop my chopstick, I will be asked to pay Chopstick cleaning fee? since restaurant does not need to watch the extra chopstick if i did not drop them on the floor.
We all know how a small dissatisfaction ruin the big picture.
Yet we allow it to happen.
As a UX enthusiast i scratch my head when this happens. And why business owners do nothing to improve the situation, why no learning is obtained from it.
There can be a zillion reasons for such, the one thing fundamentally to it is:
A correct definition of user experience.
What are the tipping points that make or break an experience?
What are the consequencies of a good or bad experience and how do they impact your business?
Are all stakeholders that help you create your user experience adequately equipped to help achieve your objective?
And would you see your user experience with you as one-time off, short-term or long-term?
Do you plan to meet or exceed user expectation?
I encourage business to put users first, nevertheless, in a strategic way, it does not mean we need to spend a lot of money on that, we may not even need to spend at all. But we need to know what makes a difference, and what need to be done and how much it costs us to do so and then what is the potential benefits.
If the cost means I need to renovate the entire place and the benefit is that consumers see a new setting.
I probably don’t do it
When the cost is just a cubic meter of water.
I do it.
It was all so perfect.
And I was going to put them onto my favorite restaurant list.
Until we get the bill.
Yes.
We did drink 2 cubic meter of water during dinner.
One each.
Out of feeling set up, because when we ask for water, nobody told us we have to pay anyway.
I ask them to take it off from our bill.
And it is only 2% of the total.
Should not be a big problem.
Well…
Apparently the restaurant sees it in another way.
As the waiter explain to me the fee is because they have to spend money boiling the water.
So they should be paid.
Then the water must have been 185 degrees at one point.
Millions of dollars are spent on advertising and on promotion.
It does bring people into your door.
Then you make sure they don’t come back again.
WHY????????????????
I am from Beijing, I always actively look for good Beijing restaurant and when I find one, 100% I visit it every 1-2 months.
Yesterday I went to a nice Beijing restaurant, This restaurants has good layout and
decoration.
Food was not amazing, but good enough.
My friend has a good conversation with the waiter and waitress.
Yes.
We did drink 2 cubic meter of water during dinner.
One each.
Out of feeling set up, because when we ask for water, nobody told us we have to pay anyway.
I ask them to take it off from our bill.
And it is only 2% of the total.
Should not be a big problem.
Well…
Apparently the restaurant sees it in another way.
As the waiter explain to me the fee is because they have to spend money boiling the water.
So they should be paid.
Then the water must have been 185 degrees at one point.
Well, I’m joking.
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