Gerona, Jana Rain B.
BSHM-2C
THMICROTOUR
1. Local Business Chosen:
Coffee drip – A small coffee shop in our place that offers hot and cold drinks,
and pastries.
2. Observation & Research:
I visited the café and also checked customer reviews on Facebook.
* Positive Points*
1. Staff Courtesy & Professionalism – The baristas welcome customers with a
friendly smile and are easy to talk to when it comes to offering
recommendations.
2. Ambiance & Comfort –The café features comfortable interiors, gentle
background music, and pleasant lighting, creating a welcoming atmosphere
for both students and professionals.
3. Menu Variety –They serve a variety of coffee blends, frappes, and pastries,
appealing to both those with a sweet tooth and those who prefer less sugary
options.
* Negative Points*
4. Cleanliness of Facilities – Although the tables are cleaned regularly, the
restroom was not very tidy and was missing tissue and soap.
5. Speed of Service -During busy times, it took about 25–30 minutes for
orders to be served, leading to some frustration among waiting customers.
3. Analysis:
1. Staff Courtesy & Professionalism
-This matters because courteous staff help foster a warm atmosphere and
encourage repeat visits.
-Although service may be slow, friendly and attentive behavior can help
guests remain patient.
2. Ambiance & Comfort
Guests frequently spend extended time in cafés to study, work, or socialize.
A calm and comfortable environment promotes return visits and favorable
feedback.
3. Menu Variety
Offering a variety of choices caters to diverse tastes and dietary preferences,
helping to draw in a broader range of customers, from casual coffee lovers to
food enthusiasts.
4. Cleanliness of Facilities
Cleanliness represents the café’s overall hygiene standards. An unclean
restroom can create a lasting negative impression, regardless of the quality
of the food.
5. Speed of Service
Customers, particularly those on work breaks, value their time. Extended
wait times can deter them from returning, especially if nearby cafés provide
quicker service.
4. Suggested Improvements:
Increase Cleanliness – Designate a staff member to inspect the restroom
hourly and replenish essential items like tissue, soap, and sanitizer.
Boost Service Efficiency – Bring in an additional staff member during busy
periods or introduce an order tracking system to speed up and streamline
the process.
