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    Mirchi & Mime - Group 3

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    hemant pawde
    1. Mirchi & Mime is a restaurant that employs deaf staff and uses sign language for communication between staff and customers. 2. They underwent rigorous training over 8 weeks to develop their skills and ensure high quality customer service. 3. The restaurant focused on making food the compelling reason for customers to return through high quality cuisine, while also providing excellent silent service.

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    Mirchi & Mime - Group 3

    Uploaded by

    hemant pawde
    99 views12 pages
    1. Mirchi & Mime is a restaurant that employs deaf staff and uses sign language for communication between staff and customers. 2. They underwent rigorous training over 8 weeks to develop their skills and ensure high quality customer service. 3. The restaurant focused on making food the compelling reason for customers to return through high quality cuisine, while also providing excellent silent service.

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    1. Mirchi & Mime is a restaurant that employs deaf staff and uses sign language for communication between staff and customers. 2. They underwent rigorous training over 8 weeks to develop their skills and ensure high quality customer service. 3. The restaurant focused on making food the compelling reason for customers to return through high quality cuisine, while also providing excellent silent service.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    99 views12 pages

    Mirchi & Mime - Group 3

    Uploaded by

    hemant pawde
    1. Mirchi & Mime is a restaurant that employs deaf staff and uses sign language for communication between staff and customers. 2. They underwent rigorous training over 8 weeks to develop their skills and ensure high quality customer service. 3. The restaurant focused on making food the compelling reason for customers to return through high quality cuisine, while also providing excellent silent service.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 12

    Group 3

    PREMISE

    ● More than 35+ years of combined experience


    ● Entrepreneurial spirit to approach a unique
    idea
    ● Integrity and Commitment along with
    capabilities and skill
    ● Generating wealth for a good cause
    ● Bringing “unity and diversity” with mime
    concept
    THE JOURNEY

    Learning before Training


    executing the staff

    Integrity and Strength and brand


    commitment proposition
    INTEGRATION OF THE SERVQUAL MODEL

    ● Tangibles - An open-door design layout was picked over a closed curtain layout , Critical
    attention , The tangibles were kept as generic, The menus were designed to visually show
    the customer what dish to order, Instructions for sign language are illustrated and explained
    on the menu,Customised Menu,earlier Experience
    ● Reliability - The team worked upon making food the compelling reason to revisit coupled
    with service being a value-added experience
    ● Responsiveness - Even during the afternoon hours when the restaurant remains closed, a
    visitor is welcomed with a smiling face and is promptly offered a glass of water by anyone
    who sees him approaching the closed doors, None of the visitor comments were liked,
    shared, or responded to by the team. Instead alterations in the menu, cuisine, and design
    were made based on the customer’s comments but without a response online.
    INTEGRATION OF THE SERVQUAL MODEL

    ● Assurance - The staff went through a rigorous training module, Stock options for
    employees were given to all who completed one year of service, which further boosted
    the morale of the team and led to newer heights of customer delight
    ● Empathy - The line on the T-Shirts read “I know sign language. What’s your superpower?”
    instilled the rightful reason for being employed, The team believed that when there are
    zero expectations, the experience is equal to the expectation, and it is this experience
    that will bring back the customer, Thus, the entire business model revolved around
    serving the best quality food silently and effectively
    THE EXPERIENCE

    ● Diners are greeted at the entrance by a


    hostess
    ● Reservations-of-the-day book is scanned by
    reserved diners
    ● Illustrated menus are handed to the diners
    ● Easy-to-follow gesture glossary
    ● Manager’s intervention at various interaction
    points
    ● Service Encounter - Face-to-face encounter
    EXPERIENCE SPEAKS

    ● Positive reviews on Zomato attract customers to dine


    on a busy weekday
    ● Management would go above and beyond so that the
    customers can get the best service
    ● Ingenious concepts allure Mirchi & Mime to get a
    loyal customer base
    SCALABILITY

    Mumbai - Mirchi and Mine-Fine


    Dining
    2 Restaurants with 52 mine servers

    21 concept restaurant
    Opening concept restaurant India, London,
    Dubai, Singapore

    Scope and Availability


    Challenges will exist
    QUESTIONS
    1. What are the hard and soft customer defined standards used?

    Hard Customer defined standard


    Reliability :- The team concentrated on making cuisine the compelling reason to return, while service
    was a value-added experience.
    Responsiveness:- Every member of the Mirchi & Mime team have an intrinsic level of
    responsiveness.
    Assurance :- Training comprised sessions on Life Science, career preparedness, simple English, and
    service skills. This training was presented to the 27 servers as well as the rest of the team to enhance
    comprehension and relevance.

    Soft Customer defined standard

    Personal commitments
    Two core values:-
    1. Integrity and commitment are more important than capability and skill.
    2. It is important to generate wealth for society in addition to generating wealth for the individual.
    Empathy :-The training gave them a sense of accomplishment and confidence, allowing them to use
    their skills effectively and be respected. “I know sign language,” the T-shirts said. Instilled the rightful
    reason for being employed.
    QUESTIONS
    2. What were the challenges for designing and developing services?

    Service delivery

    ● Recruiting staff and young chefs with diverse culinary backgrounds.The team realised
    that food would have to lead the concept, with service being the icing on the cake. “A
    restaurant can last forever but the concept cannot”

    Customer experience management


    ● Situational Factors :-Open-door design layout was picked over a closed curtain
    layout
    ● Creating a restaurant that promotes silence rather than mime
    ● Making food a reason to return and service a value-added experience as the entire
    business model revolved around serving the best quality food silently and effectively
    QUESTIONS
    3. How did they manage internal marketing communications?

    ● Strong vertical and horizontal communication.


    ● Employee training program (8 weeks)
    ● Skill development (external values)
    ● Good food served quietly

    4. How could M & M have functioned during covid pandemic?

    ● M&M could have served food with the help of machines and robots to avoid human
    contact.
    ● M&M could have produced ready to cook products during the pandemic.
    ● M&M could have provided restaurant at home service to their VIP customers.
    ● M & M could have launched there app for deliveries during covid-19 pandemic, which
    would be entirely taken by the staff.
    ● M & M could have started email marketing to connect to their loyal customers.
    Rahul Vidyesh Samant Shubham
    Karekar Charde

    Radhik Girish
    a Joshi
    Lakhoti Thank you!
    aMeet Aditi
    Lalkiy Kamat
    a h
    Purva Amogh
    Padhye Kamerk
    ar

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