Diary Entry Form

Diary Entry Number 4 Name of Firm Sunwhite drycleaners

Date of Encounter 23/09/2016 Time Encounter Occurred 11:00
Service Type (e.g., airline, bank) Laundry services Cost of Service AED 25
What expectations did you have prior to the service encounter?
Ans: This laundry I have always heard from my friends in hostel being providing good
laundry services and at the same time pick-up from home and delivery at home.
Briefly describe your encounter, so that someone who was not there would know what
happened. Exactly what did the employee/firm say or do? What did you say/do?
Ans: I called the person to pick-up my blanket from my hostel for dry-cleaning, he took it
and at the time of returning I found that it got fade in color. The person said that it
happened sometimes because your blanket quality is not good. Then I said its not like
that, my blanket is of high quality material made by a reputed brand in India
How would you rate your level of satisfaction with this encounter? (Circle one)
extremely
1
2
3
4
5
6
7
extremely
satisfied
dissatisfied
What exactly made you feel that way?
Ans: I expected quality work and heard a good word of mouth, but now it got spoilt so I
cant do anything with it but to use it. It felt sad because it was very costly blanket, I got
it from my uncle as a Diwali gift.
How would you describe your reaction to this encounter? Include in your description
your feelings and emotions at that time (e.g., angry, sad, happy, frustrated, etc.):
Ans: I felt very sad and repented because blanket was fine before dry-cleaning and it
was also written on the instructions that we can wash it in washing machine also. But
instead I went for dry-cleaning and this happened.
What could the employee/firm have done to make you happier with the encounter?
Ans: The employee promised me to take care of this thing from the next time and gave
me discount this time also.
How likely is it that you will go back to this service provider/firm? (Circle one)
extremely
1
2
3
4
5
6
7
extremely
unlikely
likely
Ans: Whether or not it was the dry-cleaners fault, but as long as he promises me to
serve well next time and apologized, so I would likely to go back to this service provider.