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Customers are complaining about the waiting time for your Roti Canai business

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Customers are complaining about the waiting time for your Roti Canai business

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Malaysia's hot weather: customer feeling frustrated lining up under the hot sun.

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Long queue, you cannot keep up with the orders

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Long queue, you cannot keep up with the orders

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Not enough worker to serve all the customer

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Only 1 person working
Weekend people not working, so all eat out
Your business spot is near a mall (high traffic)

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Environment : might have construction site near which can be irritating , weather can be hot , can be sweaty

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Bad multitasking skills : need help as cashier or etc

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People on the rush for school or working.

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Roticanai owner did not have someone to help he serve all the customers. Customers will run away while waiting a long time.

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Some customers are impatient, probably in a rush to work/school, and some might be just hungry. Moreover, it could be due to unsafe condition of the waiting line.

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The place is too packed? Or the customer might worry about their car park illegally?

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Maybe the roti canai stall got viralled in socmed so the surge of customers suddenly happen so not prepared for that

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No entertainment, make the waiting feels longer

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there may be a lot of cars on the road too releasing fumes and creating an unpleasant environment for the people waiting

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Not enough cooking counters to supply roti canais to the high volume of customers.

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it's weekend, a lot of customer, so maybe it's hard to find the parking plus long line,

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Very hot and probably the customers parked their car illegally (Double Park) so they need to rush back for their car

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people usually only buy roti canai in the morning so the amount of customers is quite a lot in a certain time range

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New goals: Speed up customer buying & reduce perceived wait time

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To increase the customer service satisfaction

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Make it more comfortable to wait

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To achieve customer's satisfaction with good service at the same time manage to sell a lot of Roti Canai.

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Allocate tables and chairs for them if possible.

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To make the waiting time enjoyable

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Trying to bring delicious food and reducing wait times to increase customer satisfaction so there will be both recurring and new customers

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to make the buying process effective and the customer enjoy their time buying,

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Notify customer about the availability of car park nearby

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Focus on the customer's satisfaction first to have a better review from the customers

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People willing to wait and queue; satisfied with the roti canai
Customer recommend other customers

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Feedback for improvement

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The queue will cause other bystanders to be curious and attracted and thus increasing customer

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We serve Roti Canai fresh and open everyday which is
a plus.

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The quality of roti canai is trusted by customer.
Price is affordable.

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Convince for them to buy as the store is nearby to their house

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the location of the stall is strategic . maybe because the stall near to the houses, etc

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Ask the returning customer why they still want to buy from here

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1. Consumers trust my brand
2. It's time for my business to upgrade
3. Customers love your roti canai
4.  Good marketing, people are aware of my small business

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Maybe they hear of this roti canai and travel far to reach here

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Making roti canai slow; not enough business capital to rent a space (bigger store than stall)

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Maybe give customers a whatsapp (business) number. So they can pre-order then come collect. So you can start their order first then they don't need to wait so long.

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People might think this roti canai is famous/super delicious/instagrammable (can show off)

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- Allow online orders so the ordering process will be more seamless, lesser wait time
- Install extra canopies beside the stall for shade for the customers

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The roti canai is the customers' family's favorite so they are willing to line up regardless

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Customers might be influenced by words of mouth then they come to the stalk to test out the roti canai

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1. It's super easy to be angry or irritated when you are hungry
2. The roti canai is still a new business, it's a trend for now and people want to try something new (every place have different curry/dal) maybe they are bored with the other place and menu
3. Roti canai is affordable and filling (used to be my comfort food in school lol)

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we need more tools (maybe the latest tech) so i can speed up on making the roti canai.

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- Well known for being tasty
- Possibly the only roti canai store in the area (Monopoly)
- Cheaper
- Close to housing area, more convenient to buy rather than driving out to other shoplots

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The customers would much prefer that they do not have to queue up for the Roti Canai, means that the long queue causing a psychological factor that they will need to wait for quite some time.

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The roti canai stall may be nearest to their home, so hungry already

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1. Ready to go/grab roti canai
2. Prep more roti canai
3. Upgrade the equipment
4. Maybe sell canned/bottled drink to go witj the meal or Malaysia Ice Cream

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this roti canai is the legend in town, so people keep coming to get it, even the line so long (on weekend)

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Provide shade for the customers from the weather, provide also place to sit

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Notify them on car park availability or give them contact number for Pre booking

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They are too lazy to prepare their own meals

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Get a bigger space (store) + get the kopitiam beverage side ready; hire a full-timer to help make roti-canai in another stall; get like a TV or chatty waiter to serve as entertainment

Test using customer survey form: When people buy roti canai, ask them to fill in customer survey, then give 1 free roti canai or discount voucher (e.g., buy 3 free 1 next time); try hire 1 full-timer for 1-3 month, teach and get him/her helping; get business consultant/psychology consultant's recommendation

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Give options between two different kind of roti canai;
1) Alrdy made (can save cust's waiting time)
2) Freshly made
Customers can choose which one they want

Do a week trial period. See if customers complain about the new option.

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Test:
I will try to make an experiment of my plan then if it works out within that week, I will proceed with that.

The Plan:
When I open the stall, immediately heat up the pan and make the fresh cook Roti Canai in a bulk, saving them in a Thermal container. Then, when the customers start lining up to order, I just ask how many they want and pack the reeady Roti Canai  from the container, this could save time. On top of that, I could place a few table and chairs for the some people to sit down especially the elderly and open my stalls to accept kuih from freelancer, so the customer can check the Kuih out while waiting for their order. And I would have bigger pan, more Roti Canai can be made in one go.

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Can have canopies so customers can wait in the shade

Test: buy one first? maybe instead of canopy like one of those big umbrellas which might be cheaper. Then see like perhaps those waiting in the shade complain less/don't complain at all. If so then can buy more. If still complain then you only spent a little?

Or,what do they like about my roti canai? If it's the curry maybe I can also pre package the curry sauce they can just buy only that. Or if they like my roti canai mixture, maybe can sell the raw mixture, they can go home cook themselves? Test by providing only a few 'pre cooked/pre-package's then see if people are interested

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Consider delivering to houses to reduce the queue for people who are willing to pay more for delivery

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Try to have delivery service to customers for trial.

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1. Create social media page for business, find online community for small online business, connect to them and learn from them
2. Ask advice from business owner that run a food-related/ roti canai stall
3. Ask Food Panda to help...
4. Ask advice from customers ... ask them feedback ... Maybe Make a survey or poll
5 hire someone that are expert in making roti canai

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WhatsApp or telephone for booking on Sunday for the next week

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Observation - observe the way customer reacts
Survey - anonymous questionnaire
Interview - Ask directly and record the answer