THE FLOWER OF SERVICE

THE FLOWER OF SERVICE

information payment consultation

billing

Core product
exceptions hospitality safekeeping

Order taking

ROLES OF SUPPLEMENTARY SERVICES

Facilitating Services Enhancing Services

Information

Consultation

Order taking

Hospitality

Billing

Safekeeping

Payment

Exceptions

INFORMATION ELEMENTS
Directions to service site Schedules/service hours Prices Instructions on using core product/supplementary services Reminders Warnings Conditions of sale/service Notification of changes Documentation Confirmation of reservations Summaries of account activity Receipts and tickets

ORDER TAKING ELEMENTS

APPLICATIONS Membership in clubs or programs Subscription services Prerequisite-based services ORDER ENTRY On-site order fulfillment Mail/telephone order placement Email/web site order placement RESERVATIONS AND CHECK-IN Seats/tables/rooms Vehicles or equipment rentals Professional appointments Admission to restricted facilities

BILLING ELEMENTS
Periodic statements of account activity Invoices for individual transactions Verbal statements of amount due Machine display of amount due Self-billing

PAYMENT ELEMENTS
SELF SERVICE Insert card, cash, or token in machine Electronic funds transfer Mail a check Enter credit card number online DIRECT TO PAYEE OR INTERMEDIARY Cash handling and change giving Check handling Credit/charge/debit card handling Coupon redemption Tokens, vouchers, etc. AUTOMATIC DEDUCTION FROM FINANCIAL DEPOSITS Automated systems Human systems

CONSULTATION ELEMENTS
Customized advice Personal counseling Tutoring/training in product use Management or technical consulting

HOSPITALITY ELEMENTS
Greetings Food and beverages Toilets and washrooms Waiting facilities and amenities Transport Security

SAFEKEEPING ELEMENTS
CARING FOR POSSESSIONS CUSTOMERS BRING WITH THEM Child or pet care Parking facilities, valet parking for vehicles Coat rooms Baggage handling, storage place, safe deposit boxes Security personnel CARING FOR GOODS PURCHASED OR RENTED BY CUSTOMERS Packaging Pickup Transportation and delivery Installation Inspection and diagnosis Cleaning Refueling Preventive maintenance, repairs and renovation Upgrade

EXCEPTIONS ELEMENTS
SPECIAL REQUESTS IN ADVANCE OF SERVICE DELIVERY Children's needs Dietary requirements Medical or disability needs Religious observances Deviation from standard operating procedures HANDLING SPECIAL COMMUNICATIONS Complaints, compliments, suggestions PROBLEM SOLVING Warranties and guarantees against product malfunction Resolving difficulties that arise from using the product Resolving difficulties caused by accidents, failures, etc Assisting customers who have suffered an accident or medical emergency RESTITUTION Refunds Compensation in kind for unsatisfactory goods and services Free repair of defective goods

THE FLOWER OF SERVICES APPLIED TO EATING IN A RESTAURANT

Information
-reservation

Payment
- Credit card - Check - Cash handling

- menu prices -reminders

Consultation
- Customized advice - Menu suggestions

Core
Billing
- Self billing - Mail billing

Order taking
- Table reservation - Ordering menu

Exceptions
- Complaints - Suggestions

Food and beverages

Safekeeping
- Coat room - Valet parking

Hospitality
- Waiting areas - Free beverage - Toilets

- Compensation for unsatisfactory service