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customer journey
Or:
A story from life.
Two work colleagues are sitting together in the office over coffee in the morning and are talking:
"How was your evening with this new Italian that you picked out? Can you recommend it? Wasn't it your mother-in-law's birthday?"
"Yes, it was her birthday. Well... I'll just tell you about the night. So listen carefully..."
I called there and someone answered the phone immediately. I then ordered a table for 12 people from this nice voice. The restaurant is in the woods on the outskirts of town and since it is summer and very hot at the moment, I thought the woods was the right idea. It looked beautiful in the pictures. (TP 1) *)
We then drove to the parking lot in the forest around 6:30 p.m., where there was still enough space at that time. Everything was beautifully designed, very inviting and apparently newly created. (TP 2)
The restaurant was across a wide, babbling brook that separated the parking lot and the inn. So we had to cross a bridge. My mother-in-law blew a little while doing it. We, on the other hand, thought it was great. A little evening walk in summer for all of us. And that scent of the forest, wonderful. (TP 3)
The inn was an old building and shone in the evening sun as a stylish, newly renovated building with lots of charm. Everything looked almost like in Italy. Super, like a short vacation, I thought. My slightly exhausted mother-in-law smiled at the sight. She doesn't do that very often. (TP 4)
In front of the building were a few tables that were set and had "Reserved" signs on them. We were looking forward to a wonderful evening in the balmy summer air. A nice young lady greeted us, asked if we had reservations as they were fully booked. I had reserved. We were then shown into the restaurant where our lavishly decorated table was ready. We didn't want to sit inside, I complained.
"But you should have stated that when you made the reservation!" I was instructed by the now not so nice young lady.
"Oh, that's a pity," my mother-in-law groused.
"It is what it is. I'm sorry!" I said to make it quiet.
"Boy, it's not your fault", my mother-in-law reassured me. "People here messed that up." (TP 5)
When we were seated at our table, we had to wait about 20 minutes for the menu and drink orders to be taken. There was no air conditioning. It was tolerable at the table but not really pleasantly cool.
"That can be fun," my brother-in-law said quietly. In addition, the waiter was more likely to be outdoors than to take care of us. No wonder with the heat inside. The drinks came again after 20 minutes. And we ordered our food. (TP 6)
Now guess how long it took for the food to come? We waited about an hour. Luckily what we were then presented with as beautifully presented dishes was of the highest quality and very delicious. (TP 7)
However, the great food did not come at the same time, it took 15 minutes from the first to the last serving. Our drinks were gone and we had to ask the waitress to take another drink order.
The food was so good, I tell you! (TP 8)
Unfortunately, we were not asked if we wanted dessert. So we had to call the waiter and after waiting a while we ordered our desserts. Delivery time of the delicacies: approx. 20 minutes.
Well, we already knew that. I don't even know if you can get used to something like waiting too long.
The Italian creations were poetry again. Excellently done. Tasty tasty. (TP 9)
I wanted to pay. Once asked for it. Asked for it twice. After the third time I went to the counter and paid there.
It was €546.
There was no way to issue an invoice. I only tipped €20 and was punished with a rude face from the cashier. Let's leave it open who is punishing whom here. (TP 10)
We left the restaurant and were happyoutside about the warm summer air. When we left the restaurant, the still busy staff had forgotten to say goodbye. Happens before...
Well, it was only 546 euros.
Getting to the parking lot was a pain because there was no light on the way to the car. It was pitch black on the bridge and in the parking lot in the woods. Not harmless.
Could I recommend this restaurant, you just asked me.
My answer is: no, when I weigh everything up.
It's a pity for this beautiful new store. (TP 11)
*) TP means touch point. Important for touchpoint analysis.
A perfect kitchen....
...can only convince a little,
if the rest doesn't work equally.
The evaluation result:
An analysis of the touchpoints from the example above:
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More information on this in a personal conversation.
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