Club_It_Part_1

Club IT 1 Club IT Crystal Robinson BIS219 – Dennis Sage University of Phoenix Club IT 2 Mission The owners of Club IT mission is to “offer live music, DJ's, dance space, and refreshments, that suits the lifestyle of the patrons. They view all their patrons as friends and seek to build a community that meets regularly at Club IT”. So basically their mission is to provide the patrons of Club IT various forms of musical entertainment as well as a place for gathering with a family friendly atmosphere. Club IT is open for social gatherings, private membership, and a place to unwind after a hard days work. Club IT is looking for varied clientele that enjoy different venues of music, social drinking, and people who are looking to build a group of friends looking for relaxation and fun. These will be your business men and women, college students, and visitors from other places looking for a good time. It seems that the information technological resources for Club IT are limited to staff or employees. They have information on their intranet that can only be viewed by employees with a login. Club IT needs to first focus on customer satisfaction to get their business up and running to attract more clientele. They should focus on their advertising about Club IT by designing a website for outside viewers. This website should consist of where Club IT is located and explain that Club IT is located in an area that is free of crime but located near all kinds of public transportation. They should also speak about available parking for those patrons who drive. The website should feature the characteristics of the Club atmosphere. Announce that Club IT caters to the mature and age-appropriate crowd. Explain that it is a place to meet and make new friends or even meeting that special person in your life. Club IT 3 The purpose of the website is to attract more visitors to Club IT, so explain that at Club IT you can dance and mingle while enjoying some of your fine dining. Include items from your menu for viewers to see, as well as a brief description of what you have to drink including non-alcoholic beverages. Also include on the website whether or not there is a cover charge to get into Club IT and that there is an opportunity for membership. Make sure that you include some fringe benefits to being a member of Club IT by advertising on the website that membership will include discounts for private parties and other special events that will occur at Club IT. Describe the different types of music that can be listened to at Club IT, while also showing pictures of the dance floor, eating area, and the bar. Since Club IT wants to attract customers they should use the competitive advantage of customer orientation. First thing to do is teach all the staff how to know the customers. Know what they like to listen to, what they like to drink and what they like to eat. All staff members from the cooks to the bartender should have an in-depth insight to the customers. They should be able to identify and give to the customers what they are looking for when visiting Club IT because everyone wants to be remembered, respected, and feel like they just got special treatment. In a Customer-based strategy, customer orientation determines the implementation and delivery of your promises (Ng-Chee, 2004). The more you know about your customers’ individual needs, preferences and priorities, the better you will be in differentiating your treatment towards them resulting in real value creation (Ng-Chee, 2004). Every positive experience the customer has with you makes him/her more loyal and enables the organization to grow from strength to strength (Ng-Chee, 2004). Club IT 4 Now that Club IT understands and knows their customers, they should be organizing on the capabilities of Club IT to get the most out of what Club IT has to offer. For instance, one of the top challenges of any organization is in staying relevant to the customers throughout his/her life time. By understanding the different ways in which your customer ‘experiences’ you, you can align your organizational capabilities to optimize that encounter or relationship (Ng-Chee, 2004). Finally in teaching the staff about their customers, Lisa and Ruben should empower their employees by teaching them business-related skills so that they can see how customer satisfaction can affect the quality and appreciation of services that they provide to the customers. They will feel obliged to be more creative in their decision making and willing and able to appease the customer and improve the business at the same time. Happy customers means returning customers and when customers are happy word of mouth is the best advertisement money can not buy. References Ng-Chee, C. (October 2004). Three Critical Steps to Customer-centric Business Orientation. MetaCore-Asia. http://www.mcore-asia.com