Case Study: Olive Garden
Purpose
This memo contains information regarding the communication strategy for Dr. Martin Wallace, along with recommendations for the Olive Garden at 6410 Grape Road in Mishawaka, Indiana. We will look at the situation Dr. Wallace encountered at this Olive Garden location and we will also discuss initiatives we can take to assist in making sure this situation does not happen again.
Background Information
Dr. Wallace loves our restaurants because of our good customer service. On September 29, he chose to take his father and daughters to our Oliver Garden Restaurant at 6410 Grape Road in Mishawaka, Indiana because he knows our service is always up to the standards he expects. He was very disappointed that evening because of the difficulties he encountered at this restaurant. Although he does not usually complain, a week later and the bad experience …show more content…
is still etched in his mind. He wanted to make us aware of the service he received.
• There was not a greeter at the door and after 10 minutes he had to find someone to seat him
• The staff did not show any care or concern for his father who was on crutches and tried to sit them at a table located in the upper seating area
• They were placed at an unclean table
• Poor wait service and the waiter left work before he finished serving them
• Their food was cold
• They had to wait 5 to 10 minutes to pay
• The manager was unhelpful and rude
Recommendation
Employees should never leave customers waiting for 10 minutes and there should always be a greeter at the door.
It is bad enough they made his father stand that long on crutches, but then to try to place them at an upper table was very inconsiderate. These types of behavior are unacceptable and give our restaurants a bad name. We need to make sure the staff at this restaurant is retrained so they will operate up to the standards of our company. Hostess need to be trained on how to greet people and the table should always be cleaned after guests leave to make sure they are ready for the next guests. Guests should never be placed at a dirty table. I also suggest we do monthly audits of this restaurant to make sure they continue to follow procedures after the training. I will inform Dr. Wallace that we do not condone this type of behavior and disciplinary action will be taken towards the manager and staff of the restaurant and I will also inform him that we will be retaining all of the staff at this location. With time and hard work we will be able to get this restaurant beck to operating at the standards of our
company.
This memo contains information regarding the communication strategy for Dr. Martin Wallace, along with recommendations for the Olive Garden at 6410 Grape Road in Mishawaka, Indiana. We will look at the situation Dr. Wallace encountered at this Olive Garden location and we will also discuss initiatives we can take to assist in making sure this situation does not happen again.
Background Information
Dr. Wallace loves our restaurants because of our good customer service. On September 29, he chose to take his father and daughters to our Oliver Garden Restaurant at 6410 Grape Road in Mishawaka, Indiana because he knows our service is always up to the standards he expects. He was very disappointed that evening because of the difficulties he encountered at this restaurant. Although he does not usually complain, a week later and the bad experience …show more content…
is still etched in his mind. He wanted to make us aware of the service he received.
• There was not a greeter at the door and after 10 minutes he had to find someone to seat him
• The staff did not show any care or concern for his father who was on crutches and tried to sit them at a table located in the upper seating area
• They were placed at an unclean table
• Poor wait service and the waiter left work before he finished serving them
• Their food was cold
• They had to wait 5 to 10 minutes to pay
• The manager was unhelpful and rude
Recommendation
Employees should never leave customers waiting for 10 minutes and there should always be a greeter at the door.
It is bad enough they made his father stand that long on crutches, but then to try to place them at an upper table was very inconsiderate. These types of behavior are unacceptable and give our restaurants a bad name. We need to make sure the staff at this restaurant is retrained so they will operate up to the standards of our company. Hostess need to be trained on how to greet people and the table should always be cleaned after guests leave to make sure they are ready for the next guests. Guests should never be placed at a dirty table. I also suggest we do monthly audits of this restaurant to make sure they continue to follow procedures after the training. I will inform Dr. Wallace that we do not condone this type of behavior and disciplinary action will be taken towards the manager and staff of the restaurant and I will also inform him that we will be retaining all of the staff at this location. With time and hard work we will be able to get this restaurant beck to operating at the standards of our
company.