Why a managers visit is important........

So after my experience on Saturday, I was so pissed off.....To be point that when I was driving home from the restaurant I was at, I kept saying to myself...." I can NOT WAIT to share this situation with my peeps, this was BULL$hit, .......fuming mad Cindi on a day off (my first in 8 days), and after I took Zak to Urgent Care for his fever, and finally met friends after months for our weekly lunch. I did the right thing though and thought about things. I'm an assistant manager at a casual themed restaurant, I know stuff happens. We all get short staffed, over on hours, yada yada yada........but all I see is black shirts, no manager, no table visits, WHAT?

I'm going to share with you all my email that I sent to Champps. I have been a regular at the location for over 7 years, to the point that the bev nap and drink order would be " Hey Cindi, how are you doing a 22 Bud Light"? It made me feel AWESOME....this is why I came back to the place where Shane, Rhonda, or Sam would always take care of me. I always knew I WAS paying at least an additional 2.00 per beer, and goodness who knows about the food, but my experience would be awesome..read below...:

Hello,
I saw on the bottom of the receipt that I could contact you directly regarding the service that I experienced at your Olentangy location on Saturday afternoon December 6th. First, I want you to know that we have been diners at that location for over 7 years. We have never encountered a problem, and have always received awesome service from your staff. That was what brought us back. However, after our experience we had we won't be back.
We arrived at your location around 12:15pm. The hosts were really friendly and sat us right away in the bar area. We waited for almost 10 minutes to receive our soft drinks, and an additional 10 minutes for a Frangelico and Coffee, and a Chianti. At one point I literally had to flag down another server and ask him to get our bar drinks, since we all saw them sitting at the bar for 10 minutes. Our server was MIA. Finally he came back over to our table and took our food order. Our appetizers (salad, french onion soup, and potato skins) were out quicky, but then we waited an additional 30 minutes for entrees. Parties of at least 10 were sat around us that came later, received their food before our party of 4. When our entrees arrived they were cold. I asked the server who brought our food over to our table to please send over the manager, however the manager never came to our table. We waited an additional 15 minutes to receive our checks. Lunch is supossed to be somewhat quick and we were at your restaurant for almost two hours. Between all of our seperate checks, we spent 120.00 on lunch Saturday and it definitly was NOT worth it. In state of the economy right now, I would hope that you would have a staff who cares about the service they give their customers, but obviously they don't care. I can understand waiting if your busy, but the restaurant was NOT busy.

IS THAT BAD that I contacted corporate? I have been toying over the entire experience the last 3 days...... Is it bad as a manager to be "that guest? I don't want any giftcard, or anything at all.....

All I wanted was to tell someone about my experience like most guests.... Here is the reply I got:

Cindy,



I do not disagree with you we should be ashamed that we could ruin a party like yours when it is so easy to just do the basics. Please send me your address I would like to throw you another party for your entire group. I can assure you that My General Manger will make certain it goes off with out a hitch. Again, I am embarrassed and very sorry that we let you down at such a great level. There is no Excuse for this kind of performance from my Managers and my server.

Awesome! We will do the lunch at another Champps, not Olentangy. Glad that someone came through...what didn't really make me even happier was the following....

Phone call? Had my digits......Totally impersional
DM? I know I suck at spelling, punctional, etc............Spell Check maybe?

MOST OF ALL A FLIPPING TABLE VISIT?


I work at a SUPER BUSY RESTAURANT. Champps may do an additional 20 G's a week, but the managers and myself, hit every flipping table up in the restaurant, so S&^% like this doesn't happen. I highly doubt any manager ( if any in the building at all) knew what our problems were

It's so weird that I had to reach out to Champps as a GUEST.....but I was thinking like a manager...a pissed off manager who couldn't find a MANAGER to fix the problem...