1. Cho 1
‘Mystery Shoppers’ represents to be given their feedback about experience if employees
performed specific tasks well. Customers can evaluate how well the employees explain a
product, answer questions, and deal with complaints from consumers (Wikipedia). I evaluated all
the employees from three Korean restaurants in order to know about their service performance.
First, I went to ‘Buk Chang Dong Soon Tofu’ restaurant to eat Tofu soup on January 30th.
I thought that this place was the worst one I have ever visited. Due to too many customers
coming, the employees did not seem like noticing me to come and take order. In short, the staffs
were not really kind to offer service, so I could not make eye contact to them well. I didn’t think
that they performed well to ask if there is anything else they can help me. For example, as they
told me I need to leave this place as soon as I finished eating because of many people, I was very
angry at them and felt like there will be no opportunity for this place to be improved. If I owned
this Korean restaurant, I would train my employees in order to make customers satisfied with
service. I would manage my employees by controlling their salaries per month depending on
their performance. Most of all, the most important thing is that the employees always need to
think customers are exchanges of value. As we give our family and friends enough support and
information properly, they also should regard customers as appreciation to and from others by
applying to relationship (Timm 2-3).
Second, I visited ‘Pyeong Won House’ to eat Korean sausage soup on January 25th. It
was quite okay to be given some services from the employees. Until I stayed, they greeted me
properly and did not make me wait too long to have a seat. They were not really energized, but
they delivered my order accurately and rapidly. When they asked me and my friend if we are
couple, I felt like they are friendly to interact with us. That is why I was thinking about giving
more tips to them. They actually did very well because they greeted customers like guests who

2. Cho 2
just showed up. I could see their improvement to offer services when they used a nonthreatening
icebreaker that can relieve my worries to get into a new place. They tried a small talk such as
asking our relationship between me and my friend (24-25). Therefore, I want to suggest that the
employees can ask my identity to improve service. For example, they can ask “what is your
name?” to become close and call me “Ms. Diana”. Then, I can feel like I am a distinctive person
from them. The only thing they need to be careful about is “not to become overly familiar too
quickly as some costumers may feel it is disrespectful” (27). It is better to ask people first
whether they can call by their name or “Mr/Mrs”.
Third, after I did my report at school, I went to “The Owl (Boo Ung Ee)’ restaurant on
February 1st. This restaurant was the best place I have ever gone to among these three businesses
I chose. When I just entered, the employees said “Hi” with smiling faces. At that time, my friend
forgot to bring his wallet before I arrived there. He said “sorry, but I need to wait for my friend
to pay” and they said “no problem. Take your time”. The staffs were considerate to understand
customer’s situation, so I could see their interactions with others. I was encouraged to spend my
money because they had a positive attitude to treat me and asked me if there is anything else to
help. They were actually nice when it comes to being given the opportunity to offer services. For
example, after we finished eating, my friend asked me one more thing to have one alcohol. They
smiled at us and said, “of course! It is free! Enjoy it!”. We did not pay the price of alcohol
thankfully. If I owned this restaurant, I might not give a free alcohol to customers easily. I
learned from my experience that “customers who are both satisfied and emotionally connected to
a store visit the store more often and spend more money” (13). However, as for the aspect of the
ability to manage change, the employees always need to be prepared to be open to and flexible in
changing to meet corporate goals (11). Moreover, compared to two places, they were the only

3. Cho 3
persons who invited us to come again. This word “see you again” actually made me want to
come again for the next time.
In conclusion, I learned that it is not easy to give customers services to meet their needs.
It is required for effort and patience to show customers a positive attitude. On my reflection,
these experiences I visited three Korean restaurants remind me to think about my past part-time
work where I used to be a waitress at hotel coffee shop. It was very hard for me to serve
customers for the first time in my life. I realized that my past experience can also make to
improve myself for my professional self-development in the future I may become a flight
attendant.

4. Cho 4
Works Cited
"Mystery Shopping." Wikipedia.org. N.p., n.d. Web. 2 Feb. 2014.
<http://en.wikipedia.org/wiki/Mystery_shopping>.
Trimm, Paul R. Customer Service Career Success Through Customer Loyalty, 5th Ed. New
Jersey: Pearson Prentice Hall, 2011. Print. ISBN: 13: 978-0-13-506397-2