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< 消防士の死亡/職業性疾患 | メイン | 赤壁 >
2008.11.29 23:00 |  仕事 / 職場  |  その他（一般）  |  ミチバ  | 推薦数 : 2

サービス業に関するトリビア的思い

・本日午前中は県北にある診療所の外来支援。インフルエンザワクチン約５０名接種。なかなか、爽快。午後は県南にもどり会議。案外早く終わったので散髪し倉敷駅へ。まず、本屋による。ブラブラとどんな本があるのか眺めるのもリラクゼーションになってよろしい。本日のお買い上げは、『ロミオとジュリエット』（これは、次女の大学入学前の「課題図書」）、以前より読もうと思っていた星新一の『人民は弱し官吏は強し』、そしてマネジメント関係の『問題を整理し、分析する技術』。そして、最近出版されたことを知った野口悠紀雄の『超「超」整理法』。もうちょっとほしい本もあったけど、自制。

・その後、本日の主要な目的の「オノダバー」へ。ここは、行きつけというほどでもないが、たま~~~っにいくバーです。私、個人的に人様におすすめする店をあまり知りませんが、ここはおすすめ。倉敷に来られた際には、お寄りください．．．そこで、バス・ぺール・エールとパリジャンをチーズの盛りあわせ（お勧めよ）をツマミにのむ。その後近くの串カツ屋で夕食。そこで、思ったことが本日のブログ標題です。（サービス業を職務柄接遇やクレーム処理当管理者/経営者の目で見るクセがついております）

・その店は数ヶ月まえにできた店で、どうも大阪に本店があると思われました。（お店の人が大阪弁だったので）結構お客さん一杯でした。そこで思ったことを羅列してみます。

①お店が満員で私の後に来たお客さんは、満員ですみませんと店員さんが頭を下げておことわりしていました。そのとき、何か割引券のようなもの、またはお店の名前入りの粗品をあげればよかったのにと思いました。

②私が「おあいそ」して、お釣り貰う時レシートがありませんでした。レシートは、単なる領収書ではないと私は思います。お店の名前と電話番号が入っているものを渡すと宣伝になるのに。。。

③お店の中のメニューは、メニューのみで、お店の紹介や理念、もしくは串カツ関連の記事が書かれていませんでした。一人でお店にきたら手持ち無沙汰です。また、アベック（ふるい言い方）でも、そいうのを二人で呼んで話のネタにあると思いますが。なんせ、メニューのみでなく、お店をアピールするものがほしい。

・飲食業を継続させようと思ったら、リピーターを増やすことだと思いますが、その工夫がなく他の店と同様にしていれば、よっぽどおいしいか、安いか、感じいいかでない限り、一回ぽっきりのお客で終わると思います。

・さて、この考えを我が病院に水平展開（トヨタでは「横展」というなにか天ぷらのような言葉を使うそうです）したらどうなるか．．．酔いがさめたら考えてみましょう。医療機関もしっかり他業種にまなばなければ。

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大きなお店ではミチバ先生の仰るようなことが可能であるので、やる気の問題でしょう。

小さなお店はオーナーやシェフや店員さんの個性が十分伝わるので、それだけでいいお店はリピーターをつかみます。

問題は中規模のお店ですねえ。中途半端に忙しくて、けっこう責任の所在もはっきりしなくなるし、こういうお店が一番対応しにくいかも。え？病院もいっしょかも？うちは中規模救急病院で....

>Paul Carpenterさま、コメントありがとうございます。
私も、なにかお店で不具合があると、ウチではどうかな？と考えてしまいます。また、その不具合の原因は？対策は？と考えるので、あまり、お店で不具合があっても、腹が立たなくなりました。To err is human.
written by Paul Carpenter / 2008.12.02 12:53

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