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Journal Entries

In: Business and Management

Submitted By nnissi
Words 1352
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A. Journal Entries
When the first time I entered L’Cokelat Day Spa, the employees greeted me politely with a big smile. Even though the place is not so big, but I felt a good environment there. The place is simply decorated, but the simplicity makes me comfortable in there plus the hospitality of the employees which makes me happy coming to L’Cokelat Day Spa. It was 12.30 pm, so there was no other customer there associated with the lunch time and the weekdays. Besides, I smelled a good flavor of chocolate which makes my body and mind relaxed since I entered. No need to wait for a long time, the receptionist directly showed me the menu of the variety of services. But, I disappointed with the menu, because the menu did not look good and well designed, it was just a printed menu on a white paper covered with a thick cover. Fortunately, the receptionist was able to explain about the services. She offered me lot of varieties completely. They have local and imported products. Since it was my first time, I could not decide which service suited my needs well. Luckily, the receptionist asked my need and took initiative to ask me to try the sample of the product which enabled me to smell and try on the product on my skin. I felt so happy and satisfied with the sample, because directly after tested it, I could choose which the best product and service is for me. In that visit, I chose “Tropical Salt Mousse Papine” in order to satisfied my need to get the complete package of spa with the scrub for whitening in it. I just got back from my sunbathing summer vacation which sun burned my skin. Before I chose, the receptionist applied the sample product of tropical salt to my skin and rubbed it, then I saw differences of the color of my skin. Knowing the function of this service which meets my need, I chose this product directly based on my knowledge of the product from the receptionist and my experience from the sample.
After chose the product, the staff showed me the spa room and gave me the kimono. She left me, gave me some time to change my clothes. I looked around, observed the spa room. It is a small room with 2 beds in it separated with a curtain in each bed, 1 bath tub, a shower, and a steamer. It is a simple spa room designed traditionally completed with the soft and calm music. Then, she started the process and during the process she offered me free drinks and I could ask more whenever I want. I calmed and relaxed during the process, I enjoyed it very much. She gave me unlimited time in the steamer and bath tub, which give them an additional point in my opinion. After I done with my service, they served me free drinks and food. They knew my needs! After several hours of the process, the food and drinks gave my energy back. I felt satisfied. However, unfortunately when I paid the bill, I couldn’t use my credit card, they only accept cash or debit card. I felt disappointed with it.
B. Service Encounter Report In overall, I felt satisfied with the service of L’Cokelat Day Spa offered. They served a great core and complementary product as well. Not only focusing on the core product, L’Cokelat also offered lot of supplementary products which becomes an additional point for the customer to choose L’Cokelat Day Spa to become their first destination for spa service. The supplementary products succeed playing the role in supporting the core product which is the spa service itself. Based on the supplementary services, L’Cokelat has the facilitating supplementary services which are required for service delivery of the core product and enhancing supplementary services which add extra value for customers. Based on my journal entries, the hospitality of the employees succeed in enhancing the service. I could feel the hospitable atmosphere there. The employees greet me pleasantly and I did not have to wait for a long time to be served. Also the smell of chocolate is the scent marketing which becomes more popular nowadays. The spa using the ambient scents to induce the customers to stay longer, spend more, and behave a little more kindly. Besides just creating a pleasant environment, the scent could tap into memory and emotion to strengthen brand identity. That’s why, I could keep remembering the spa brand L’Cokelat Day Spa from the scent of chocolate that I smelled when I came there. The scent also made me relaxed and calmed as I told before.
The receptionist gave me an accurate and complete information about the services which facilitating the supplementary services. Me, as the customer need the relevant information to obtain full value from the service, and my need was fulfilled. The other interesting part is when the receptionist offered me the free sample of the product. According to me product sample is a way of creating excitement, because it is really hard to make an impact on customer today, but everyone loves sample. Based on my research, according to a poll conducted in December last year by Opinion Research Corp, 81 percent of consumer said they would try a product after receiving a sample. Moreover, 61 percent of those polled said that sampling a product is the most effective way to get them to try a brand. The product sampling is an ideal way to win customer’s faith in a product. I feel the sample gives me the actual experience of the product and I do not have to risk any investment to be able to try it. Free food and drinks also impact my opinion of the service I experienced there. Although it is just a simple thing, but it brings a big and positive impacts to the customer. The customer, as well as me, is eager to go back to the spa because of this small additional value.
In the satisfaction of the service offered by L’Cokelat Day Spa, I also felt disappointed in some part of the service there. I found the menu is unattractive and boring. L’Cokelat should make an improvement for the menu, redesign it to become more interesting and attractive. The menu is one of many points which important to attract the customer. When the customer finds the menu is interesting and able to attract them, certainly they would spend more for the services. Before the customer make a decision to purchase the service, they would see the menu first, so the menu should be the main point to be improved in order to get and attract more customers and achieve better service. The billing process also becomes the problem there, because they do not offered the credit card machine. Nowadays, the technology has growing so fast, everyone wants the fastest and instant way to make a payment. In this era of growing technology, every place should offer the credit card machine, because credit card already becomes a life style. We can say that everyone has their own credit card. Most of the customers will choose to pay by the credit card rather than by debit or cash, so L’Cokelat should offered the credit card machine to make the payment process easier. The harder payment could make the customer become uneager to come, because the complexity to make a payment. In conclusion, L’Cokelat Day Spa already offered great deals for the customers to choose L’Cokelat as their first priority to fulfill their needs for the spa treatment. L’Cokelat gives a great core and supplementary products and services as well. It offered a lot of additional values to their services to attract and satisfied the customers. In overall, L’Cokelat offered some added values which make the spa different and win from other competitors, but some improvements will be needed for the menu and the billing process. However, based on the satisfaction I got from my experienced there, I would be their loyal customers and recommend it to my friends.

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