To Whom It May Concern:
I am writing to let you know how very unhappy we are with the service we received during our recent visit. We went to Red Lobster to celebrate my son turning 3. He loves shrimp, and it seemed a happy coincidence that Red Lobster was running the "Endless Shrimp" promotion so close to his birthday.
When seated, we asked if we could order a single adult order of the Endless Shrimp to split between my two-year-old son and three-year-old daughter. We didn't think they would eat a lot of shrimp, but in the off chance my son might want more shrimp, we wanted to be able to get him more.
Our server looked annoyed that we would dare ask such a question and immediately denied our request. However, we asked again, so she offered to ask the manager but we could tell that she really didn't care to. She returned almost immediately and said again “No”. We were made to feel like jerks for asking. We probably should have walked out, but we promised Owen shrimp, so we stayed.
I later talked to the manager and he stated that there was no way for him to make an exception for us, but making exceptions is an everyday part of keeping customers happy in restaurants. It’s what restaurants do. It’s what your restaurant should have done.
It’s not as if my two toddlers were going to eat so much shrimp that you would have lost. We would have walked away happy, not disgruntled. We shouldn’t have been made to feel as if our request was so horrible and strange.
Looking back on this issue, it is apparent that we should have done what we intended originally and gone to the Olive Garden instead. We've never had a problem getting them let us split meals between our kids, even the Never-ending Pasta Bowls.
Given the way we were made to feel, and the condescending attitude of the manager, we will not be returning to the Red Lobster again. I’m not seeking special behavior or anything free. I just wanted to let you know.
Please.... Can't someone think of the cheesey biscuits?
You're so right about the value of customer service and making exceptions. There's almost always a way to make an exception and those who do build customer loyalty that's difficult to quantify.
Those who insist upon acting like mindless minions, "just following procedure" blindly, will ultimately do more harm than good by injuring customer good-will for the sake of procedural conformity.
How much money will Red Lobster lose because of your refusal to patronize their chain in the future?
What about your friends and family and co-workers who will now learn of your unhappy experience there? Will they also keep that in mind the next time they're considering going to Red Lobster? Will they also remember your experience, and recount it to their family and friends and co-workers whenever the name "Red Lobster" comes up in conversation?
If management were simply about following procedure, anyone could do it. But management is about so much more, and ultimately measured not by how consistently one adheres to a policy but rather how much good-will the establishment has among its patrons and by how profitable that establishment is.
I, for one, will certainly remember your experience the next time someone suggests Red Lobster as a place to eat.
Thanks for sharing, and I empathize with your frustration and disappointment.
Well, if you do go to Olive Garden...the money basically ends up in the same place. Olive Garden and RL are both owned by Darden.
Clearly you need a lesson in not being a filthy fat piece of stanky midwestern trash. Give your kids a freaking salad for a change.
Dear Poor White Trash Hater,
I wanted to let you know that I took the time to respond to your comment, but I thought it was best to do so here: http://www.mauricereeves.com/archives/000898.html rather than on this page where few people would read it.
Take care and keep warm!
Sometimes rules are rules. I find the employees at the red lobster where I live in KY to be very helpful when they can. Just because someone is a manager doesn't mean they don't have someone ready to jump thier ass over a decision like that.