Mr. Smith decided to celebrate the success of the new contract with Clarendon College and Pacific Training & Consultancy Firm from Melbourne. He had made a booking for dinner at ACA Restaurant Caf' to manage an event for the celebration.

However, due poor-quality services that night, the dinner arrangement was not delivered to the quality expectation level as required, resulting severe discontent from Mr. Smith and his guests. Formal complaints were lodged to which the Owners of ACA Restaurant Caf' has taken immediate action for resolution. Several business meetings were arranged that allowed ACA Restaurant Caf to identify issues in services and work operations to improve. In addition, this led to entering into a new business dealing with Clarendon College for future business relationships.

The Owners of ACA Restaurant Caf has always investigated ways of retaining their customers, so as part of the resolution for the blunders they had caused in their services delivered, and to ensure loyalty towards them, ACA Restaurant Caf had offered to compensate significantly - with organising catering for one their upcoming graduation ceremony with no charge of cost. They offered a menu of items of any their choice (customised items), beverages and desserts.

In addition, they have negotiated a business deal which comprises of, but not limited to, production of meals and serving beverages for the orientation events within the college, annual parties for staff and their networks, graduation ceremonies for students, social gathering - with a negotiable discount percentage.

The catering and event management of the promised graduation ceremony managed by ACA restaurant caf' demonstrated to be of high quality and being very contended and impressed with their performances, Clarendon College had agreed to the terms and condition of the business dealing with ACA Restaurant Caf'.

The feedback being of quality paradigm, the Owner now have decided to advance their catering service with generating marketing ideas, initiatives and activities aimed towards making the business better. They plan to foster a plan for revising existing business function and plan marketing initiatives that will assist in making strategic business decisions to increase revenues, growth in terms of the business expansion and increase profitability.