Case Analysis For Beijing Sammies
Case Analysis: Beijing Sammies
Sam Goodman is an entrepreneur that has created a café in Beijing, China called Sammies. He is a Canadian native who started Beijing Sammies in 1997. They produce foods for the everyday, walk-in customer, as well as provide for company meetings, presentations, picnics, and gifts. Goodman started the company with his own personal savings and money borrowed from family. Today, there are many locations of Sammies throughout the Beijing area, but the first was open in the Language and Cultural University. His main focus and goal was providing people with a place to “hang out” and enjoy western food.
As a consultant, I have realized the challenges that Mr. Goodman faces with Beijing Sammies. The most significant of these seem to be the attitudes and concepts the employees have of the service industry. The reason for this being so significant is because when your competition acquires the same products and facilities, the only factor that can give you the competitive edge is delivery of superior service to customers and clients. When preparing employees to work for your company, you must focus on the key aspects of what makes the service industry unique. Proper handling of complaints, tackling of difficult customers and anticipation of customer needs are the main factors that shape a good customer service program. These principles need to be applied to internal and external customers alike. Because Mr. Goodman’s business is in Beijing, China, there are communication barriers that could be misinterpreted at crucial times, whether it is during the training of your employees or explaining menu items to the customer. Good communications skills are essential to maintain good client relations in any business. You must hire individuals with service training backgrounds that can speak both English and Mandarin in order to eliminate these barriers.
Mr. Goodman was having...
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