Secret Shopper Tgifridays

Published: 2021-08-13 19:10:07
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Category: Life

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My boyfriend and I eat out so often that we are on a first name basis with the wait staff and most of the restaurants in town. We decided to go to some place different and finally decided on TGIFs. When we got there, I wondered why there weren’t a lot of cars in the parking lot and it didn’t appear to be busy. We weren’t even greeted properly, we had ask to sit in the bar area, and the hostess told us to go ahead and didn’t even take us there just pointed to where it was. I felt she was snotty and was put out by having to deal with customers.
Her attitude was horrible. (pg38) My boyfriend and I are sports fans, that’s why we decided to sit in the bar area so we could watch ESPN. There weren’t that many tables in the bar about 6 total, two had dirty dishes on them and two needed washed, one was occupied so we took the only available and clean table. I didn’t understand it really, they weren’t real busy, and everyone seemed to be doing nothing for towards what customers want. (pg38) The one other table that was occupied was people who were also disturbed by the lack of professionalism that was being displayed.
One guy even commented on it, I in return said “If I was the boss a lot of people would be losing their jobs tonight”. Their service delivery systems seemed to be failing tonight. (pg38) A waiter, in his early twenties took our drink order, after about ten minutes, which I though was too long, when no one was doing a damn thing. He brought the drinks and about 15 minutes later and to take our food order. He did not tell us about any specials and when I had questions about items, he was short as if he didn’t want to answer my questions.
I felt he was pushy and unprofessional. We ordered a second drink and he brought those out right away. About thirty minutes later my boyfriend noticed that two other tables who were seated after us had their food and had their checks. I went to the bar to ask what was taking so long. A different waiter came to our table and said that no order was ever turned in for our table. It didn’t surprise me because there were several waiters and waitresses being very unprofessional the whole time we were there I started to think they had no etiquette or manners from what I could see. pg113) The new waiter offered to submit a food order for us and put a rush on it. I decided that I was too upset at the point, so we asked for our bill for the drinks. He brought us the bill without any offer to give us a discount for the drinks to make up for the wait time or our food order not being submitted, I would have a least took something off our bill or since I was too angry to eat at that point maybe offered me a gift card to return and to show me that all the horrible thing I just witnessed, don’t happen all the time.
I could be wrong and it could be like that all the time. As I was leaving I noticed that several other tables in the dining area had dirty dishes on them. The floor needed to be swept. Yet, the waitress and waiters were talking on cell phones and walking around as if there was nothing to be done, being loud and not a manger in sight. I could you hear some of their conversations and I would be talking like that at work in front of customers. It seemed like there was quite a bit of, employee noise, conflict and small talk that shouldn’t have been in a customer’s view.
Good thing I didn’t have to go to the bathroom, I might have completely blown up. (pg78) My recommendations for improvements would be to have a manager who was actively involved come out to check on the customers and the wait staff and get some feedback on their employees. I would have reprimanded the wait staff who were walking around and not sweeping. If you have time to lean to you have time to clean. If it had been my restaurant, I would have fired about eight people that night.
In my prospective the whole complete process needs improvement. Maybe it’s not complete the employees fault, there could be several reasons for the poor, problem solving, lack of employee knowledge about their job. It’s been a long time since I have been so disappointed in a restaurant, especially one you see commercials for on a daily basis. I will not be returning to TGIFridays for a very long time if ever. I will stick to the places who have earned my respect and money.

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