A few months ago, I ate together with two friends in one of the cafes in the Serpong area. This cafe owner is a fairly large group and famous in Indonesia. The food is quite tasty and the atmosphere is also comfortable. When we finished to pay, the waiter gives 1 voucher with value 100.000 Rupiah which can be used for the next transaction. He said that every 100,000 transaction would get 100,000 as well. Then my friend asked Why it could be only 1 voucher, when the transaction is 270,000?’. Waiter replied ‘It does not apply multiples’. Next, I asked ‘If we had each ordered separatedly with request to separate the bills, can we do that?’ He replied ‘It could be, but this one has not been separated since the beginning’. Last question for waiter was ‘why we had not been informed from the beginning?’. The waitress just smiled. An interesting classic story.
Continue reading “HALF-HEARTED PROMOTION”
When I was going to write this article, I rememberes some occurrence that ever happened when I met the sellers or servers (people who give service). The communication that they give might have meant not to ‘harm’ customer, but in reality there are still communication which is still wrong and make customer uncomfortable even angry. As a business consultant, I feel unsettled because there are not many Indonesian companies which has good customer service so that they lack of strong competition.
Continue reading “MISCOMMUNICATION”
It cannot be denied that Service Excellence is one of the factors which could determine the success of the business. Only the companies which think Service Excellence seriously which is proven to be able to exist and win the competition in the market. Service Excellence is needed because the product or service that you offer has many competitors. Thus, if only relies on the product or service without Service Excellence you will definitely lose.
Continue reading “CUSTOMER SERVICE BLUEPRINT”
Employee enthusiasm in your company in serving the customer is an important thing to create good/positive impression and always be remembered by the customer. Sincere smile, warm greetings, well-mannered, and service spirit – can be defined by customer as valuable appreciation. This will also decide automatically, whether the customer buy product/service in your company or not.
Continue reading “HAPPY EMPLOYEE = SATISFIED CUSTOMER”
As a business consultant, I still spent some time for once in a while to be mystery shopper directly. I did this because I want to know the real service in the market. One day I visited one of the new restaurants around Alam Sutera Serpong. At that time, I ask the difference between fried chicken A and B – I was shocked when the waiter answered that dish A comes from city X and dish B from city Y (in the menu is written Fried Chicken X and Y). That answer is not the answer that I wanted, but why the waiter was answering that way?
Continue reading “Customer’s Reason Not to Buy The Product”
Many SMEs businessmen who are still do not understand about how to communicate the integrated ‘marketing’ (Integrated Marketing Communication/ IMC). Because they do not understand this, they only conduct simple marketing activities which has impacts that are not really optimal. They have not conduct the marketing activities through all ways to make the company grow maximumly.
My experience as a consultant in many companies has given very clear information that businessmen of SMEs have to learn more about marketing so that their business can develop much better.
Continue reading “INTEGRATED ‘MARKETING’ COMMUNICATION”
STEM ikut berpartisipasi dalam acara Gerakan Nasional Wirausaha Kreatif Naik Kelas dengan memperkenalkan aplikasi (kasir) sosial yaitu iREAP POS (Point of Sales).
On the previous article, I stated that one of the problems that are faced by Indonesian SMEs is unable to build Human Resource (HR). This problem is most faced and becomes the main obstacles which becomes the challenges of the company’s development. Thus, if the company wants to move forward and developed, then this problem must be solved.
Through this article, I tried to discuss 3 things that must be done by the company to get reliable HR and becomes the company’s asset.
Continue reading “CHOOSE, COACH, AND TREAT HR”
STEM mengadakan job fair di Universitas Gunadarma pada 7 Desember 2016,
INA SHOP JiExpo Nov 23-25 November, 2016
STEM berpartisipasi pada acara INA SHOP 2016 Bertema “Retail Industry”, dengan memperkenalkan produck kami yaitu aplikasi kasir bernama iREAP POS, baik dalam bentuk POS desktop berbasis sistem dari SAP Business One dan versi android nya yaitu iREAP POS Lite dan Pro.
Download aplikasi mobile android Kasir iREAP POS Lite di https://play.google.com/store/apps/details?id=com.sterling.ireap