Applebees sadly a disappointment! - Raj Wadhwani - ContactCenterWorld.com Blog
I went to Applebees in Kissimmee FL for the second time this week and boy was I disappointed this time! The first visit was great.
This time as before, the server seemed keen to take our order and when my steak arrived it was overcooked so I sent it back - I hate this when this happens because its such a waste. Anyway, when he brought back the new steak it was cooked properly. However, it was exceptionally fatty and when he returned later to take away our plates I passed him my plate with probably 1/4 steak left on it and remarked "the chef probably did not like me sending the first steak back because this one was very fatty" he looked at my plate and said "sorry to hear that" and walked off. I thought that was weird - he didnt' really show any concern and I felt he really did not care.
On our table was an 'electronic' customer tool to request service/complete a survey. So I thought it would be interesting to give feedback at the 'moment of truth' and I duly went thru' the survey. I rated the service 1/5, the food 1/5 and overall gave a 2/5 - I was not impressed. I commented to my wife that it would be interesting to see if the electronic survey gets relayed immediately to the management on site so they can rectify the problem. But after a further 15 minutes not one person stopped by to see why I was unhappy. I did get the bill for the whole amount of the meal and there was even a note on the bill to say if you scored overall less than 7 on their survey to call the manager shown on the bill. The electronic survey only went up to 5 not 7 or 10 so there was a mismatch there and why should I have to call the manager? surely in this day and age the folks at Applebees could use technology smartly at the moment of truth and save a customer rather than lose them. The electronic survey did not even give me a chance to tell them who I was so I walked out and all they will know is that they had a disgruntled customer and they cannot fix it!
Publish Date: January 15, 2010 2:32 PM