Yogurt places/stores seem to increase as much as the available coffee shops are around the

metro! Because of the fact that ice cream has caused thighs and belly to enlarge in such a short
time, frozen yogurt was born. Yogurt would be the best way to enjoy a sweet treat without the
fear of the pounds. Plus, it’s healthy. And yeah, it tastes good!

The year 2010 is unquestionably the year of the yogurts. The year 2010 has bid us good bye,
but not the yogurt business which is just getting bigger and richer. Literally.

Frozen Yogurt the Tutti Frutti Way

Tutti Frutti, a US-based specialty frozen yogurt café chain with nearly 200 stores worldwide,
opened its first Philippine store in August at the fourth floor, The Atrium at SM Megamall.
Wellspring DBL Phils., Inc., headed by Paolo Bernabe, is the Philippine master franchisee for
Tutti Frutti.

Vision:
Tutti Frutti's goal is to deliver the best customer experience and provide the highest quality
products at an affordable price.

Mission Statement
"Tutti Frutti premium frozen yogurt products will be made from only the finest dairy products!"

A brief description of the service

Tutti Frutti offers a revolutionary 100% self-service model that allows customers to get a good
size cup and enjoy many yogurt flavors as they want from multiple frozen yogurt dispensers. It
offers up to 32 yogurt flavors and over 30 toppings to choose from. There’s a topping bar filled
with fresh fruits, dry fruit topping, nuts, syrups, sauces, candies, chocolates, cereals, and other
toppings readily available to pile on. There is a wall with 4 self serve yogurt machines. There
were 2 flavors per machine. In the machine are posted instructions to guide the customers. The
instructions are as follows:

Step 1 – Select your cup size (varying from small, medium and large cup)

Step 2 – Dispense your frozen yogurt

Step 3 – Pick your favorite topping (real fruits slices, cereals, nuts, marshmallows, choco chips,
wafers, chocolate syrup, etc.)
Step 4 – Weigh and Pay @ 20php per OZ

The biggest cup can hold about 12 ounces while the medium cup can hold up to 10 oz and the
smallest cup can hold up to about 8 oz. The cups are then weighed and customers are charged
P20 per ounce.

Meet the boss

What are the important things that you keep in mind while doing your job as a manager?

“There are 3 factors to consider in handling a business- Visuals, Stocks and Manpower.
In visual, physical environment and ambiance is important to customers. It can affect
their stay in our store then decide if they’ll go back or not.

It is also important that we’re not lacking stocks because every stock counts. Every stock
is an apportunity and every stock missed means an opportunity missed.

In manpower, it is very important to keep in touch to customers and be friends with them.
Accommodating them can help us gain regular and loyal customers. It is as well
important to be into our job. To be in love. I am in love with my job. It is one big factor to
stay in the job. You wake up early in the morning excited to go to work, serving the
customers with a genuine smile. You must love your co-workers as if they’re your family.
Give them respect that they deserve and they’ll give you the respect that you want.

Why is good customer service important?

Good customer service is important because it is what keeps your customer from
coming back to you. Say you have a good ambiance, an affordable products to offer, a
wide variety of products, you have every thing on earth that a customer will like except a
good customer service, your customers wont come back. Definitely they wont. So I must
say good customer service is the lifeblood of a business. Cliche, but this is true I should
say.
What are some of the problems that you encounter so far?

Ha- ha. A lot. Some customers hindi sila marunong gumamit nung yogurt dispenser. But
were already expecting that so once na parang nakita namin na nahihirapan yung
customer, we go to them and ask we can help. Sometimes, masungit pa sasabihin na
“Ang hirap naman nito!” There are also problems when it comes to the clarity of the P20
ounce payment. 1 ounce is parang isang kutsara lang at hindi alam ng ibang customers
yun so kapag nagbabayad na, namamahalan sila.

How do you solve these problems?

We say sorry. A lot. We say sorry and we apologize in our most genuine way. We say
sorry even though it is not our fault because customers are customers. Customers aren’t
always right. But when we say sorry, it doesn’t mean that were telling them that they’re
right. We say sorry because we value our customers.

What is the number 1 value or trait a manager like you should possess?

I have three.

Patience. It is because this is not an easy job. You work all day long, encounter
problems, it is patience that’s what keeps you going and push harder.

Value for customers. Our team has a good relationship towards customers especially
to kids. We smile to customers even though they are wrong. We apologize then explain.
 Heart. We give free tastes. We give free tastes to people who looks at our store and
seems to like the yogurt but cant afford to buy one. What we do is we give them free
tastes. A table spoon or two. It is very important to inculcate to your employees and to
show to your customers that businessmen do have a heart. That yes, business is
business but life is life, too. And at the end of the day, what matters the most is you go
home smiling.

The Good Points

• There are several reasons why Tutti Frutti Yogurt has become very popular across the
world. The taste of the yogurt is one of the best that is available in the market today.
Moreover, there are substantial health benefits to eating frozen yogurt rather than ice
cream and other desserts.
• The self serve frozen yogurt concept has also really become a hit. Because it is like
giving your customers a certain kind of freedom; an experience. You can opt to put less
frozen yogurt and just go for the toppings. If you’re a purist though, you can put in an
equal amount of frozen yogurt and toppings, the point is – the choice is yours! No more
asking the person behind the counter to add something to your order because you have
that choice. On that note alone, Tutti Frutti gets major points.
• Tutti Frutti’s ambiance is more fruity and commercialized, much like cafes. The interiors
are a wonderful contrast of white and red and the couch/stall sofa is so luxuriously
looking.
• Tutti Frutti is conveniently located in a variety of malls especially here in the Philippines
with 19 branches.

• Tutti Frutti has the Tutti Frutti Fifty Flavors Fans Club membership card. When you visit
any tutti frutti branch, ask for the card and present it tot he cashier for every purchase of
a 10 oz. cup or more and a box will be stamped. When all 8 boxes have been stamped,
you’re entitled to 1 free small cup yogurt with any of the 50 delicious Tutti Frutti frozen
yogurt flavors!

• When it comes to toppings, tutti frutti has a lot of toppings including fresh and canned
fruits and different flavours which adults or kids will definitely love and fall for.
 • And the most important factor- the staff is cheerful and helpful, guiding you through the
process if you’re a newbie. They give suggestions on combinations and preferences –
always with a smile.

Incorporating Service Marketing Concepts:

The Bad Points

• The P20 per ounce sign is vague and confusing which sometimes makes people think
that a cup of yogurt will only cost them P20.00 which is far from the truth. An ounce is
nearly just about a tablespoon!
• Since it is a 100% self-service store, new comers will be really confuse and puzzled
especially when getting the yogurt from the machine. Helping them might humiliate them
because it is as if telling them or making them feel that they’re too ignorant to use a
yogurt dispenser machine.

Incorporating Service Marketing Concepts

Do we want this manager’s position (and why or why not)?

It is a very interesting job. The four us, our team wants a job that will enhance our skills. A job
that will help us gain more knowledge, meet new people and make a change. Although Tutti
Frutti is a good, fascinating job, what we want is something that is more exciting, something
dyhnamic.