Follow up from last post from a customer service team member at Frankie and Benny’s
From: Frankie and Benny’s Guest Feedback
Sent: Wednesday, June 25, 2014 2:22 PM
Thank you for your message regarding your recent visit to our restaurant
The Area Manager of the branch would like to send you a formal response and a gesture of goodwill
Please provide us with your full name and postal address in order for us to do so
Customer Service Team
Below is my response sent the same day >>>>>>>>
Many thanks for your message and the offer of a gesture of goodwill.
With respect I will turn down the personal goodwill offer, on the grounds that it is not my way of rectification or appeasement.
However it would be most acceptable if you care to make a donation to charity on my behalf.
It does seem that my complaint and postings hit the mark, unfortunately the wrong people/staff at F&B are trying to make up the ground for others. Not very sincere!
Below you will see a tweet from F&B asking if I had spoken to the manager.
The manager had he/she been interested or concerned would have made the effort to come to our table and make themselves known in order to discuss my dissatisfaction and nip the situation in the bud. I do not jump up and down arguing and shouting demands.
Maybe my comments were not strong enough for the waitress to mention them to the manager. I would have thought any negative comment from a customer would have been in the interest of a dedicated manager?
She did however say to me that she would have a word with the ‘chef’.
“The Area Manager of the branch would like to send you a formal response and a gesture of goodwill”
Neither am I interested in receiving a generic formal letter from the ‘Area Manger’.
With respect (also to you Ellin) the wrong person is making contact.
If the ‘Area Manager’ wanted my details why has he/she not made the request, obviously F&B have staff to carry out their messaging, then trigger staff to finalise and close the situation, job done as far as F&B are concerned. That may not be the case but that’s the impression that comes over.
Business is difficult, to lose site of customer care and quality service when the purpose of the business is to please the customer, then a price has to be paid.
If by any chance I am informed of a donation being made to charity, I will make comment on twitter and my blog re your recognition of my complaint.
Here we are today 29/06/14 19:15 and to date 4 days later and the manager is obviously too busy to apply fingers to keypad to make direct contact.
Speaks volumes how interested he/she is to resolve customer dissatisfaction, guess this is what happens when you get above yourself.
Wonder what the chairman of the group would think? We’ll send this and see what happens
This next paragraph is taken from their main website
We’d love to hear from you. Whether it’s a comment about how much you love Frankie & Bennys, or you’ve had an experience which you’re unhappy about, our priority is having satisfied customers. Please see our FAQs where most of your queries will be answered or, alternatively, use the other options.
Continue to watch this space…