La Luna Customer Service Research Project

What is it

La Luna Restaurant is a restaurant that serves a variety of delicious Mexican cuisine, from tacos to chile relleno. In addition to great Mexican dishes, we treat each customer like they are family. So when you are looking for a great place to eat, try our southwestern-style restaurant for the best food and service in town.

Our partner-owned restaurant opened in June 2003, but we have more than 8 years of experience in the restaurant business.

Menu

Menu Features: Soups and Salads

Combination Entrée Dinners Include: Tacos, Tamales, Enchilada, Burritos, Chile Relleno and Fajitas (Steak, Chicken, & Shrimp)

Choice of: Beef, Chicken, or Pork

Dinners Served with Rice & Beans

Desserts Include: Fried Ice Cream and Rice Pudding (Arroz con Leche)

Drinks: Domestic & Mexican Beer ♦ Non-Alcoholic Margaritas

Children's Menu Available

Where is it?

Near the Famous Cinemark at Jordan's Landing

3754 West Center View Way Suite #120 West Jordan, UT 84084-4308

When can I go there?

Hours of Operation: Sunday throughThursday▪ 10:00 a.m.-9:00 p.m.

Friday & Saturday ▪ 10:00 a.m.-11:00 p.m.

Objective

How much of a gap is there between the training in customer service received by the employees compared to the training available?

This or That

Primary ResearchWe went to La Luna for lunch and dinner either by ourselves or with a date.

The following criteria is what we looked at.

Things to notice Greeting How fast you were seated How fast the waitress saw us Cleanliness of the booth Knowledge of the dishes and

drinks How fast the food came How regularly they checked

up on us Food quality How fast they gave us our

checks Overall waiters attitude Leaving greeting

Overall thought of the restaurant

Rating of the restaurant (0 to 5 stars)

Kailey Amanda Brazerol’s Observation

Kyle Thomas Jackson’s Observations

Matthew Simon Robert Harrison’s Observation

Geddy Lee Desmond’s Observation

Training in Customer Service Talking with the waiting staff, the management staff and the owners.

The Waiting Staff

No outside training was given On the spot training by an

experienced employee As questions and problems appear

they deal with them then and there

The Management Staff

The Owners

Secondary ResearchWe looked at other’s opinions and reviews on La Luna.

UrbanSpoon

Mediocre food By Riverrinner January 18, 2010 - Doesn't like it. I took a few lunches there to realize the food just isn't that great. It's ok, but it's kind of bland. I always have trouble getting good service there too. They seem to forget about you easily. There are many better Mexican places in the valley, so I probably won't be going back. mobile review By Rodney Palmer October 25, 2009 - Doesn't like it. The staff was friendly, it's true. However the food was terrible. The guac was nasty. Fajita steak was more grissel than meat. One redeeming factor was the chips and salsa... But it's not enough to get me to back.

mobile review By Tastes So GoodAugust 20, 2009 - Likes it. The food is awesome. Got to get the chuncky salsa. The chile verde burrito is always my favorite. The plating is par for Mexican food. The fries are really good too. And a couple of Dos Equis to go with the meal. The service is top notch...

TripAdvisor

Very good Mexican food By TND9350The chips and salsa they start you out with are very good. Their smothered burritos with green chili sauce are out of this world! The service is pretty good and it's very clean. And its in a good location, next to the movie theatres!

FacebookOur office lunch place. Someone is always on their way to La Luna. The lunch specials can't be beat. The smothered burritos and the guacamole are awesome!

CitySearchSave time - go to Taco Bell! By nooneyoudknow This restaurant just didn't do it for me. Our food did make it to our table and it was edible, but it is not an experience I will seek again. The food had NO flavor or spices. If you took a small bite of something you couldn't even tell what it was, consequently. I took a small bite off a co-diner's plate and mistook it for enchilada and it was Chile Verde - NO spice or flavor at all. I mean, c'mon now. The service was mediocre at best. One of those experiences that doesn't warrant saying anything, but definently had us all looking at our watches throughout dinner (and after when waiting for our checks... which came about 10 minutes AFTER our to go boxes....???). I should have taken notice of the biggest sign of bad Mexican food and left before even sitting down: hot sauce in a ketchup bottle. You know what I mean. They call it salsa, you call it tomato paste with taco seasoning. You can tell the tortilla chips came out of a HUGE bulk-sized bag. You will always know what to expect at a Mexican restaurant by the chips and salsa they serve - this was a tomato paste and taco seasoning kind of place. Save a couple bucks, get faster service, and just go to Taco Bell.

Best Place for MexicanBy JaimeDBI'm always disappointed when I go any where else. Chile Verde is awesome, large combination rocks the party. Yum yum yum.

Igo Ugo

Spicy and Affordable By Angela H.The food at this restaurant was good, but it was a little bit too spicy for me. The prices are very affordable. I think I paid around $7 for my meal. It also came with chips and salsa. This restaurant is clean and well run. I would recommend this restaurant.

OMG this place is Great! By Evelyn C. Food comes in huge portions, so a great deal for the money. True Mexican flavor, very delicious, and very friendly waiters!

Nightmare by Dissatisfied ReviewerMy girlfriend and I were staying at a Hotel nearby and decided to go out for Mexican Food. We had to wait, but several customers walked in and were seated before us, as we were ignored. When we finally got a table, they brought out some gross chips. We ordered Guacamole... gross.. then our meals. We both got Fajita's but our server told my girlfriend that she couldn't have vageterian fajitas, but they could put the meat on the side. Fine. We ate our mediocre food with tortilla's that broke in half when we folded them, then got our bill. Fajitas w/ steak and Chicken: $10 and some change. Fajitas w/ steak: $9 and some change. Unintelligable chicken scrathc: $5 Wacky (Guacamole) $5. When we asked what the miscelanious charge was, the belligerant manager said it was for having the Steak on the side. We argued this, then she said it's for the drinks. I told her "oh, it didn't say. If you were seriously going to charge me $5 to put some steak on the side of my Steak Fajitas, I would tell you to kiss my a**.” She erupted into violence and foul language, shouting in front of the customers that I could "Kiss HER a**!" I tried to pay but she said "get out!" So I left. She followed us outside, yelling profanities at me and calling me an "abusive a** hole" and my girlfriend a "b***h". My girlfriend tried to defuse the situation, then she got in her face and said she is "used to this verbal abuse" (from the manager?) and again said "b***h I wasn't talking to you, so shut up!" She grabbed a security guard (who has obviously dealt with her nonsense before) and told him we didn't pay. She continued her rants saying that I told her "I wouldn't pay a f**king cent for this s**t.” Don’t eat here.

Out of 91

Data AnalysisConclusion/Summary and Recommendations

Conclusion/Summary

Summary of the training Training is not done outside Training is done on the spot Their employees are not the best that they can be

Training in action Does appear that the employees are sure about what they are doing

Overall customer service appearance Us as a customer realized the employee in a view of customer

service is not refined It appears they know what they are doing and had outside training

But in the end They accomplished what outside training would have done The employees are still not the best that they could be if they did

have that training

Recommendations

Recommendation that would benefit the company. Create a training procedure like offering

outside training Have training of the employees be the

main focus Expected results if recommendations

were implemented. Customer service would be much better Employees would be better trained

Now go enjoy it yourself and see what you think.Thank you!