127 replies to this topic

[eVader]

just wait til you try and sell your bicycle

Huh?

[Dave Burrell]

Huh?

Reference to the heated debate in the bicycle for sale thread

[palango]

palango: let's you and i open up a restaurant. we'll kick butt!

90-97% percent of all new restaurants fail (non chain/franchise) within the first 3 years. If I did own or managed a restaurant, I would run it like Olive garden. Once I had terrible service. I completed their online survey and their district manager called to apologize and mailed me a $25 gift card . That little "extra mile" service made me come back and refer all my friends and colleague (POSITIVE word of mouth).

Referring back to this original thread, the person that intially posted this about the Iron Point IHOP tried to complain, but he/she was treated like crap and did not get a return call nor the manager/owner/district manager ever cared to call her back. This lack of regard for the opinion of the client will cause the client to share their bad experience (word of mouth) to all their family, friends, and colleagues. Those folks in turn will talk to their friends and family and I shall quote a very wise myfolsom.com member (A Folsom Man) who once stated about customer service :

Let’s say 50 people hear about this ordeal, and these 50 tell another 20. That is 1000 people. One percent of 1000 is 10. If this ordeal changes only 1% of the shopping decisions by these 1000 people, IHOP will lose out on 10 possible sales. What is the net profit from those 10 possible future sales and all of the future sales of the original customer? The net profit from future sales lost would cover the cost of staisying an angrys customers repair 10 fold. So, IHOP didn’t save money in the ordeal, but what they did do was lose money in the long term, alienate an existing customer, and created a story which will damage their image.

[tsukiji]

90-97% percent of all new restaurants fail (non chain/franchise) within the first 3 years. If I did own or managed a restaurant, I would run it like Olive garden. Once I had terrible service. I completed their online survey and their district manager called to apologize and mailed me a $25 gift card . That little "extra mile" service made me come back and refer all my friends and colleague (POSITIVE word of mouth).

Referring back to this original thread, the person that intially posted this about the Iron Point IHOP tried to complain, but he/she was treated like crap and did not get a return call nor the manager/owner/district manager ever cared to call her back. This lack of regard for the opinion of the client will cause the client to share their bad experience (word of mouth) to all their family, friends, and colleagues. Those folks in turn will talk to their friends and family and I shall quote a very wise myfolsom.com member (A Folsom Man) who once stated about customer service :

Let’s say 50 people hear about this ordeal, and these 50 tell another 20. That is 1000 people. One percent of 1000 is 10. If this ordeal changes only 1% of the shopping decisions by these 1000 people, IHOP will lose out on 10 possible sales. What is the net profit from those 10 possible future sales and all of the future sales of the original customer? The net profit from future sales lost would cover the cost of staisying an angrys customers repair 10 fold. So, IHOP didn’t save money in the ordeal, but what they did do was lose money in the long term, alienate an existing customer, and created a story which will damage their image.

I guess it's good that you have the courage of conviction. On the other hand, I think it's generally good to temper theory of how things should work with the reality of how things do work. Folsom is a great place to live. But it's not Pleasantville and life isn't black and white but colorful with shades of gray.

I'd urge you to discuss customer orientation with other businesses, say a drug dealer.

[palango]

I guess it's good that you have the courage of conviction. On the other hand, I think it's generally good to temper theory of how things should work with the reality of how things do work. Folsom is a great place to live. But it's not Pleasantville and life isn't black and white but colorful with shades of gray.

I'd urge you to discuss customer orientation with other businesses, say a drug dealer.

A drug dealer has one thing in common with the IHOP management . they could care less about a customer complaint.

[redman]

My reply to the OP: It's IHOP. Not a big surprise really. It's kinda like going to Carrow's for the $8.99 prime rib and being surprised that the meat is poor quality. My advice: take the family to Waffle Barn or Gold Miner. You'll be much happier, I promise.

[Deb aka Resume Lady]

A drug dealer has one thing in common with the IHOP management . they could care less about a customer complaint.

I do believe you mean they couldn't care less. If they could care less, that would mean they care at least some. "Couldn't" care less means they care so little it's impossible to care less.

[palango]

I do believe you mean they couldn't care less. If they could care less, that would mean they care at least some. "Couldn't" care less means they care so little it's impossible to care less.

Thank you. I stand corrected.

[rlsliger]

90-97% percent of all new restaurants fail (non chain/franchise) within the first 3 years. If I did own or managed a restaurant, I would run it like Olive garden. Once I had terrible service. I completed their online survey and their district manager called to apologize and mailed me a $25 gift card . That little "extra mile" service made me come back and refer all my friends and colleague (POSITIVE word of mouth).

Would you feel the same way about Olive Garden if the District Manager just simply offered an apology? I don't agree that throwing $$ at the problem is always the answer. I think when most people complain, they want to feel like they've been heard and depending on what the complaint is about, they want their issue resolved.

I had several ongoing issues recently with my cable company. At one point they offered me some credits, that was a nice gesture and was probably deserved since I was out of service, but all I really wanted was an apology and assurance that my issue would be resolved.

[palango]

Would you feel the same way about Olive Garden if the District Manager just simply offered an apology? I don't agree that throwing $$ at the problem is always the answer. I think when most people complain, they want to feel like they've been heard and depending on what the complaint is about, they want their issue resolved.

Agreed, but when you spend $40-$50 and had crappy service and bad food, then it would ONLY make economic sense for the district manager to at least reimburse you or inbvite you again (to give you, the customer another reason to come back BEFORE you put out a bad word of mouth campaign).

[a little bean]

Some of the people on myfolsom.com are as clueless as Bush is when it comes to this terrible economy. Rule # 1 Customer is ALWAYS right. Rule # 2 when the economy tanks, the Customer is MORE right. (please refer to rule # 1)

As someone who spent a lot of years in the food and service industry, I have to disagree. The #1 rule is to always treat the customer with respect and politeness, even when they are flat wrong. People can be really awful to people in service positions-I have put up with an unbelievable amount of crap in my time, but I was always polite and always respectful, even when I was asking them to leave the premises.

[ABBY]

I am a frequent customer of the IHOP on IronPoint Rd., and after reading your blog, sir, I have to say that I strongly disagree with your statements. As a regular patron of IHOP on IronPoint Rd. I have had the chance to interact with Patricia (the manager you were speaking oh so unkindly of in your blog) on several occasions. Patricia is one of the most personable and friendly managers that I have yet to come across. Patricia seems to take great pride in her career and (from personal experience) takes excellent care of all her IHOP customers, even those such as yourself. I would like to add that my children love eating at the IHOP on IronPoint Rd. because we are always treated like family.

I have to say, as well, that I normally don't respond to blogs, but yours, sir, stirred in me quite a bit of anger. I feel that I must defend the IHOP (and staff) and let the people of Folsom know what really happened on the day of your visit. I too was in the restuarant while you were having the "hot syrup" issue. Yours, sir, was the only voice being raised in anger and rudeness. How could I miss it (how could any of us trying to enjoy our meals), you were screaming and yelling at the top of your lungs. You made a complete scene and in fact, I do believe I saw you being escorted off the premises and out the door because of your outrageous behavior (and not the reverse, as you have claimed). I personally witnessed Patricia calmly and cooly attempt to defuse your extreme behavior and right the "wrong" you were apparently exploding about. As a witness, it seems to me that Patricia was simply trying to calm you down before you escalated to violence (and it seems to me that she did her best to handle the situation professionally).

In conclusion I have only two more comments to make to you, sir. First, I think we live in a sad world when a grown man will lie, not only in a stupid blog but in telephones calls to upper management/corporate/business owners. You flat out lied, and if it was not for the fact of Patricia's stellar reputation, you could have led to an innocent woman being fired all because you were obviously having a bad day and in dire need of a temper tantrum.
Second, with all of the world's (and life's in general) worries these days--- ITS SYRUP!!!!!

Keep up the great work IHOP on IronPoint!

[Darthvader]

I am a frequent customer of the IHOP on IronPoint Rd., and after reading your blog, sir, I have to say that I strongly disagree with your statements. As a regular patron of IHOP on IronPoint Rd. I have had the chance to interact with Patricia (the manager you were speaking oh so unkindly of in your blog) on several occasions. Patricia is one of the most personable and friendly managers that I have yet to come across. Patricia seems to take great pride in her career and (from personal experience) takes excellent care of all her IHOP customers, even those such as yourself. I would like to add that my children love eating at the IHOP on IronPoint Rd. because we are always treated like family.

I have to say, as well, that I normally don't respond to blogs, but yours, sir, stirred in me quite a bit of anger. I feel that I must defend the IHOP (and staff) and let the people of Folsom know what really happened on the day of your visit. I too was in the restuarant while you were having the "hot syrup" issue. Yours, sir, was the only voice being raised in anger and rudeness. How could I miss it (how could any of us trying to enjoy our meals), you were screaming and yelling at the top of your lungs. You made a complete scene and in fact, I do believe I saw you being escorted off the premises and out the door because of your outrageous behavior (and not the reverse, as you have claimed). I personally witnessed Patricia calmly and cooly attempt to defuse your extreme behavior and right the "wrong" you were apparently exploding about. As a witness, it seems to me that Patricia was simply trying to calm you down before you escalated to violence (and it seems to me that she did her best to handle the situation professionally).

In conclusion I have only two more comments to make to you, sir. First, I think we live in a sad world when a grown man will lie, not only in a stupid blog but in telephones calls to upper management/corporate/business owners. You flat out lied, and if it was not for the fact of Patricia's stellar reputation, you could have led to an innocent woman being fired all because you were obviously having a bad day and in dire need of a temper tantrum.
Second, with all of the world's (and life's in general) worries these days--- ITS SYRUP!!!!!

Keep up the great work IHOP on IronPoint!

Welcome AGAIN Patricia!

[james1]

I am a frequent customer of the IHOP on IronPoint Rd., and after reading your blog, sir, I have to say that I strongly disagree with your statements. As a regular patron of IHOP on IronPoint Rd. I have had the chance to interact with Patricia (the manager you were speaking oh so unkindly of in your blog) on several occasions. Patricia is one of the most personable and friendly managers that I have yet to come across. Patricia seems to take great pride in her career and (from personal experience) takes excellent care of all her IHOP customers, even those such as yourself. I would like to add that my children love eating at the IHOP on IronPoint Rd. because we are always treated like family.

I have to say, as well, that I normally don't respond to blogs, but yours, sir, stirred in me quite a bit of anger. I feel that I must defend the IHOP (and staff) and let the people of Folsom know what really happened on the day of your visit. I too was in the restuarant while you were having the "hot syrup" issue. Yours, sir, was the only voice being raised in anger and rudeness. How could I miss it (how could any of us trying to enjoy our meals), you were screaming and yelling at the top of your lungs. You made a complete scene and in fact, I do believe I saw you being escorted off the premises and out the door because of your outrageous behavior (and not the reverse, as you have claimed). I personally witnessed Patricia calmly and cooly attempt to defuse your extreme behavior and right the "wrong" you were apparently exploding about. As a witness, it seems to me that Patricia was simply trying to calm you down before you escalated to violence (and it seems to me that she did her best to handle the situation professionally).

In conclusion I have only two more comments to make to you, sir. First, I think we live in a sad world when a grown man will lie, not only in a stupid blog but in telephones calls to upper management/corporate/business owners. You flat out lied, and if it was not for the fact of Patricia's stellar reputation, you could have led to an innocent woman being fired all because you were obviously having a bad day and in dire need of a temper tantrum.
Second, with all of the world's (and life's in general) worries these days--- ITS SYRUP!!!!! Keep up the great work IHOP on IronPoint!

Well Said Abby!

[JLS]

Patricia seems to take great pride in her career and (from personal experience) takes excellent care of all her IHOP customers...we are always treated like family.

Quoted for agreement!