= Customer Action
PHASE BEFORE SERVICE Word of Mouth “Oh, I’ve heard of Goose Feathers before; a friend of mine mentioned it but I was really attentive at the time to really give it some thought. I have heard that the food is good and that it’s spacious with big tables - perfect to get work done!” Social Media “Hmm...I’m a Facebook girl, but Twitter has been doing a far better job keeping me posted on supposed ”hidden gems” like Goose Feathers.”
Past Experience “With any cafe, there will be somethings about it that are just plain annoying like line cues or trying to find a seat. However, while that seems like a tragedy, I’ve found that if there is too much drama and noise in the cafe it is not condusive for any type of work to be completed. Im-poss-i-ble.”
“I’m going to check this place out myself before I bring study group. Testing; a trial period--if everything is sound, then we are good to go. If not, I won’t be too worried.........there’s always Starbucks.”
* Physical / Emotional / Mental states
SERVICE PHASE Enter Goose Feathers Cafe Color palette is different in a very good way.
Place The Order
Might as well eat...don’t want to seem weird.
Ask employees for outlets.
There is only one section with outlets - not good.
Expectations
= Reflection / States* Over time
Approach Kiosk / Menu Stand Ehh...not too keen on this. I have to order something in order to take a seat. That’s a for me.
Pay for food
Prices rival other breakfast joints - not bad, but not better.
Eat food?
Well, since I can’t do much else, I might as well eat the food I paid for.
Approach Order Counter Cashier Cordial employees, that’s always a good sign.
Receive Number for waitress to serve food from Cashier Works for me I guess.
AFTER-SERVICE PHASE Proceed to observe menu
I’m not much for menus, but my friends are - they won’t be too keen on the lack of choices.
Take a seat and look for outlets. There is trouble finding an outlet here. Any computer use is limited
Afterthoughts “I mean..what can I say about the place? I wish they has outlets so that people could work there but then again, after taking a note of the cafe’s hours of operation, it’s only until 3pm which wouldn’t help my if I wanted to work anyhow.” Social Media “No one in my circle has ever mentioned it since I’ve went. Perhaps my rant rang true? Or it might have scared some...who knows.” Word of Mouth “One word, four letters: D-E-A-D. Just like social media is the digital “word of mouth”, the traditional version is just as dead.”
Leave the cafe.
Oh well.
Satisfaction / Disatisfaction “I didn’t have much expectations for it but after visiting I was really disappointed. The atmosphere was great, the vibe from the employees made the space inviting, yet the killer was that It’s not condusive for working so therefore this is not a place I can go and ”hangout” or “study.”