Two months ago, Fred Sneed becaome the owner of a small bar in Springfield. When

Question

Two months ago, Fred Sneed becaome the owner of a small bar in Springfield. When he assumed ownership, beverage cost percent was 24.5 percent. Fred assumed owenership, beverage cost percent has increased to 29.5 percent, although there have been no increases in purchase prices and the sales mix has not changed. The bartender has been employed in the establishment for the last eight years. Fred has concluded that the increase in beverage cost percent is somehow related to the bartender and has decided to observe his performance closely. Given the List of poor work practices idetified in this chaper, rank in order of importance the five that he should watch for as he observes the bartender at work.

Working with the cash drawer open

Under ringing sales either as no sales or as an amount less

Overcharging customers

Overpouring

Underpouring

Diluting bottle contents

Bringing one's own bottle into the bar

Charging for drinks not served

Drinking on the job

Explanation / Answer

Charging for drinks not served

Overcharging Customers

Underpouring

Diluting bottle contents and

Drinking on the job.

These are the five most important poor work practices as they are all directly related to customer service and satisfaction be it charging for drinks not served which is another form of overcharging, over-charging, underpouring, diluting the contents of the bottle hence, effectively reducing quality and value for the customer and drinking on the job which could result in poor customer service or unacceptable behaviour with the customers. In any business the customer base is it's most important and valuable asset as the profitability, sustenance, survival and growth of the business are all dependant on this one all important factor. In the current competitive market scenario building a customer base can be an arduous task while losing it relatively easy. The factors effecting customer satisfaction hence, become of greatest relevance and need to be immediately controlled before they have a major impact on the business through serious and irreversible loss of customers. Any other type of loss such as stealing is never a major factor and is pretty easy to control.

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