My name is Anmol Gupta. I visited the EastCoast Park outlet of Killiney Kopitiam on 7th of April 2017 as a mystery food critic. My critical incident scenario was to capture the behavior of the staff during the peak hour of business. Killiney Kopitiam EastCoast Park is well located beside the 7-11 store. I visited the café at about 1 pm on the day. The time I went into the café, it was quite busy with a long queue at the counter to place an order. There were two staffs cleaning around. They looked very tired and irritated while cleaning customer’s wastes from the tables. Since the café was so busy I quickly left my bag at a seat and stood in the queue. There was only one order counter and the waiting time according to me was too long (about 12 minutes). Finally, I reached the counter to place my order. The old uncle at the counter seemed very disinterested and irritated. The way he asked for my order was very rude and would not be appreciated by any customer. Anyhow, I ordered fishball noodles and coffee. The bill came up to be $7.00. Being a mystery food critic, I thought of paying the bill in coins. So standing in the queue I emptied my pocket of coins and gave it to the uncle. He was very annoyed and started counting them. I observed that his attitude was very unpleasant towards all his customers. As I stood there waiting for my order, I noticed that the food was being handled with good hygiene practices. The staff wore gloves to maintain cleanliness. I took my tray and went over to my table to sit. The table was not clean. I tried calling the cleaners to come and clear the table. Initially, they were ignorant. After calling them a few times, the lady came in a hurry and showed dissatisfaction towards her job while picking up the trays. The food was not so great. I am not a great fan of fishball soup but this one was way below my expectation. I couldn’t finish the whole bowl. However, I was really impressed with the coffee. It was just as I like my coffee, slightly strong with little milk. On finishing my food there, I headed out with a not so good experience. Analysis of 4P’s of Marketing Mix: Product- The food was not too great according to me but definitely clean and safe to consume. The fishball noodles seemed a little bland and might not be palatable to many. The portion was quite generous and enough for one. Meanwhile, the coffee was extremely satisfactory. I would go back there at a not so busy time only for the coffee. Service was awful and definitely creates a negative impression on any first time customer. My recommendation is to hire more staff at the counter so that a load of customers is distributed evenly. The management of the café could also put up a notice informing the customers to return their trays to the tray station themselves. This helps the cleaners with their job and also the employees could be used in performing more efficient jobs. Price- The price of the product was very reasonable. A total of $7.00 for coffee and soup seems very affordable for students. Since I did not enjoy the food, it was not a value for money experience to me. Kaya toast or French toast along with coffee/tea could be a better option at the café. Place- The outlet at EastCoast Park is very noticeable and as seen during my visit, a lot of customers come there. I did not face any difficulty in locating the place. The outlet was overcrowded and greatly influenced the service of the staff negatively. Promotions- Although the price of the food is cheap, there are no promotions offered by the café. Killiney Kopitiam caters to a certain number of customers who probably come in for a quick meal/bite. There are no discounts or loyalty programs for regular customers or new customers. My recommendation would be to offer promotions in order to attract new customers and increase their sales. Benefits for regular customers should also be offered to make sure they keep coming back. Overall my experience was more towards the negative and would rate the café 2 out of 6.