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March 6, 2006

Update on the Applebees Experience

Last week, I posted my letter to Applebees corporate concerning my negative experience on a night out with the wife.

Friday, I received a letter from Applebees corporate concerning the issue. They were quite apologetic, explaining that there had been kitchen issues (which I mentioned in my letter) and asking me to please return. included were two coupons for $15 each toward future visits.

Last night, I received a phone call from the manager of the local Applebees, who had received my letter and who was also quite apologetic. He also explained the issues that the restaurant had that night, also pointing out that they should have handled my situation and others that night better. He also asked me to return, and informed me that I should expect to receive coupons toward a future visit in the mail soon.

No excuses were given. Explanations were given. The difference between them is that management accepted that they fault was with them, and that they needed to make up for it to a dissatisfied customer. This is how business should be done, and I hope that my next visit to our local Applebees (which will be soon) will be a positive one.

Thanks, Applebees. You've handled a bad situation well, and turned an unhappy customer into at least an apprehensively happy one. Well done.

Posted by Lockjaw at March 6, 2006 9:24 AM

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