Expectation Vs Reality- A Restaurant Visit

I had a chance of visiting a restaurant in Coimbatore situated on Avinashi Road, to learn about the business functioning as a part of some student Experiential Learning Activity. I read a few news articles about the restaurant and some blogger reviews about the ambience food and philosophy of service over there. But we were for a rude shock, as what we experienced was something entirely different. So what happened, we had a discussion with the owner,and these are some of my understanding about the issue.

Great Idea but Wrong Market:

The restaurant wanted its customers to experience the western style of dining where the meal goes on for 7 courses, but it did not have the capability nor was the price and quantity of food is appealing to Coimbatore's preference.

• The restaurant was totally unequipped for this aspiration, not enough chefs or service space for an upscale experience
• The price was mid range but the portion size was very small for the price.
• The tables were put close to one another and it further created a noisy environment.

Bloggers hype vs reality:

I was actually looking forward as some bloggers had portrayed a great picture of the particular restaurant and my expectations were set high. When i visited there it was not what i expected. The lounge and coffee shop was closed and the space was too small than what i saw in the pictures. So it created an immediate disappointment and further when i saw the pricing and quantity it was further vexing.

• The owner said they are having issues with high rents
• The management was remodelling and looking for new ideas to re-position their brand

Wrong Location:

This hotel situated on the crowded avinashi road, and the menu and design did not match with any of the market segments. They should have gone with the same upscale design concept and targeted only the cream of the society, but lack of parking space and poor choice of interiors did not justify the mid to high prices. Or they could have catered to the mass market and kept the prices low. This has become an issue with the restaurant as admitted by the owner who is now planning to revamp the entire operations and apply the learning elsewhere.

• The restaurant is surrounded by many authentic south Indian restaurant and it didn't have any outstanding aspect for the customers to come again
• The competition is fierce in this location and one bad experience will make the customers turn back

Most importantly I was expecting a different level of ambience and service, but I didn't get it. Moreover the price was not justified either by the quantity or the taste. So  a big learning is you should not set expectations high when you cannot consistently deliver results.