Queuing for Services in the Business Field - Essay Example

Written analysis Answer 11 Queuing for services is not a new term in the business field. In fact, it can be the mostcommon phenomena any customers have experienced in the process of accessing services and products in retail shops. To many customers, queuing for services has been costly in terms of time and resources. For instance, working people have many of engagement and stopping at one place for hours to acquire a given services may lead to failure of such appointments. These appointments may be of a business in nature or personal, but whatever the reason, they carry great importance to the individual. Giving it as a hypothetical case, if the customer is late queuing in a place, he or she misses out on a business engagement and hence losses money just because poor service provision on part of the business. If it is a personal engagement, an individual’s name carries some costs to it that cannot be quantified. A person’s dignity cannot be bought with money hence making it even a bigger loss. For the company, the losses that accrue from customer queuing are immense. The company only manages to serve very few customers out of a large number of them hence losing on the opportunity to make money. Secondly, the customer who queues in a place waiting to get some services will avoid coming to do business again and will search for such similar services providers. In the common perfect competition and monopolist market structures, the business will obviously lose on customers. There will be no customer loyalty, and hence this will define the end of the business. This can be managed by having many business agents to serve the customer and expand rooms where these services are offered. At Macro, however, the management is very aware of these queues and the costs they have on business. Arguably, they knew how to manage the situation better by avoiding falling in the pitfall. In this era of the technology revolution, the management could not gamble with it and have introduced highly specialized e-services to the clients by liaising with various service providers. Answer 12 As has been the case, word of mouth has been a potent business marketing tool. Word of mouth, in other words, means customer feedback on the services offered at any organization. Customer feedback is number one yardstick that evaluates and determines if the customers are getting services worth time and money. Only if the customers have satisfied with the business will they comment positively and when they are not satisfied, certainly, they would respond negatively. For any organization, this is clear, offering poor services will lead to failure in the market. As outlined earlier, most of the markets structures are perfect competition or monopolist. Services providers are many which gives a wide range of option to choose from and hence the bargaining power. In such a scenario, everyone would agree that if a business offers poor services, it defines its end in the market. To ensure customer satisfaction on the services offered at Macro, there exist many platforms that allow customers to voice their concerns. The management is always keen to listen to such complaints and change to the benefits of the customer who ultimately benefit the businesses. Nevertheless, this does mean that the problem has never occurred and will never occur at Macro. Services provision is a revolutionary thing as it tends to change with the needs and the competition level in the market. There are many roots for poor services provision and as mentioned above the market has always been dynamic. If the company does not keep a tab with the latest happening in the market, these problems are bound to occur. For instance, if Macro failed to carry out market research in the area of concerns, the management would never know the trends in the markets and hence the needs of the customer. This leads to offering of poor services. The business may also be doing enough to tailor the needs of customers as dictated by the markets and fail owing to the fact that the service providers are not up to the task. The skills, experiences and level of professionalism may be wanting and hence make the customers not satisfied with the business. Besides, financial constraints would limit an organization ability to offer services. If an organization if financially weak, it would not manage to hire and maintain the skilled personnel and buy the prerequisite resources required to carry out business. Lastly, relationship between the organization and the customer may be a challenging factor. The business may be endowed with resources and follow the unwritten rules for a strong market but fail on one important aspect: how they relate with the customer. As it has been said on many numerous occasion, customer is the lifeline of the business and having open market structures, businesses should relate with their customer well else; this would affect the business performance. Quality can define future or prophesy a doom for a business. As outlined above, there are various measures that can be used t o ensure quality provision of services. Regularly conducts a market research to ensure the business know what the customer wants and track the movements of the competing business. This would give the business an opportunity to strategize on the needs of the market. The business may be offering the quality services, but the market might have changed to even better quality services hence the need to conduct market research. Engage in trained personnel to offer the services to the customers. Customers are the lifeline of the business, if they are offered low-quality services; they would tend to shift to other similar service providers, for instance, in a perfect and monopolist market structures. Source adequate finance to power the business in terms of acquiring the right resources such as skilled personnel, assets, and expenses Positive relationship with the client: in this era of globalization and increased use of technology, many businesses are out there offering same products and services. Customer would always go where they feel they are treated well. As such, relating positively with a customer is something a business should never fail to do. Answer 13 In case, the business fails to provide services as entrenched in their strategic plan and the customer complaint about such a service, Macro would identify the business concerned with provision of such services and require them to take the right remedial measures. Everyone acknowledges failure and in business, failure can never be ruled out. A corrective measure would always be taken in case there is a failure on the manner in which the service is being offered. Macro handles service recovery by acknowledging the existence of the problem; giving a quick resolution and in special cases offering damages as means of compensation. This is necessary as it ensures customer retention. Works Cited Macro. Macro. 30 November 2014. 1 December 2014 . Read More