Ponderosa<\/a> restaurant, the last one in the Syracuse area. Suffice it to say, the review wasn't a good one. There were a lot of problems my wife and I saw, and outside of the waitresses it was a bad time with a bad meal.<\/p>\nI pretty much figured that my article was written, the post went live, and that would be that. I don't like writing bad reviews but I am honest in what I experience. What I didn't expect was that the first response to the post that I would get would come from the vice president of operations for the national chain. His response asked if I would contact him so we could discuss things further. <\/p>\n
I'd pretty much said most of what I wanted to say in the post but I had more that I could add. He gave me an email address so I wrote him and added some things that I didn't write in the article. I put down a phone number in case he wanted to call me and sent it off.<\/p>\n
A couple of hours later I received a phone call from the district manager that oversees that particular Ponderosa restaurant and we had a nice conversation. She was dismayed by all the things I said except for my praise of the two waitresses that took care of our needs while we were there. Near the end of the phone call I said that I was impressed with the steps that upper management was taking in looking at my claims. I believe they saw that I wasn't a crank that was complaining because I had an axe to grind, and that was important to me. I don't gripe unless I offer criticism of a nature that someone can look at and fix for the next time; well, most of the time I don't.<\/p>\n
Will my concerns be addressed? I actually think so, but what's more important is that someone from the company, at a high level, took the time to reach out to me and to make sure that someone else did as well. That shows dedication in my mind, and my wife and I will definitely partake of the free breakfast buffet coupons that are coming our way. We'll probably wait a few weeks before going, but I expect that at least most of my concerns will be taken care of by then. <\/p>\n
Great customer service can save you from customers leaving your business forever, but it's only a first step. Positive changes need to occur when possible and necessary as well. At least they've done enough to get me to give them another chance; that's pretty good.
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I write 5 blogs; I know, where do I find the time. One of those blogs covers things that happen in the Syracuse and central New York area, called Syracuse Wiki. On Christmas day I had a post go live talking about an experience my wife and I had at a local Ponderosa restaurant, the […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[951,970],"class_list":["post-2811","post","type-post","status-publish","format-standard","hentry","category-customer-service","tag-great-customer-service","tag-leaders-customer-service-initiatives"],"_links":{"self":[{"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/posts\/2811","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/comments?post=2811"}],"version-history":[{"count":0,"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/posts\/2811\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/media?parent=2811"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/categories?post=2811"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ttmitchellconsulting.com\/Mitchblog\/wp-json\/wp\/v2\/tags?post=2811"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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