Differences in Customer Service

[AprilShowers]

Just a little vent here, and a comparison in customer service.

I'm a coach for the flag line (colorguard) at our high school. Tonight the girls wanted to have a dinner out. They voted between Olive Garden and Damon's. Olive Garden won.

I called O.G. today to ask for a table for 10 people, or call-ahead seating for 10 people. The response was "we don't do reservations or call ahead on Friday or Saturday." I gently inquired about average wait times. He WOULD NOT respond. So then I said "can't you give me a generalization based on your PAST weekend business? I'm not going to hold you to it, I'm just trying to make my plans." He then agreed to give me an estimate.

I should add that I'm the only adult with all teenage girls. I would prefer not to wait an hour at O.G. for a table.

Then I called Damon's just to see. I told them the exact same thing I told O.G. and the gal said, "great! we'll put your name on the call ahead seating list. It isn't a reservation, but will greatly reduce your wait time. See you when you get here!"
The difference in attitude was enormous!

I'm sure the O.G. guy was just following his orders, but MAN!!

 

[Anewman]

The family loves Olive Garden(me not so much). On week nights it can still be an hour wait, and we are only a party of 4.

I dont know Damons, but my guess is that they just dont get as busy as OG and are just more willing to work with you. Sad to say but OG would propably not miss your group.

 

[ajk912]

I can clarify this a bit from being in the business:

Large groups are a nightmare on Friday and Saturday nights. The wait times are long, because the restaurant is packed and there are only so many tables to go around. It's hard to do reservations, because let's say you have a reservation for a 10top coming at 6, well..you can't seat that table after 4:30 (possibly 5) or so because you have a 10 top coming. They might be late..and might even stay till 8 or longer (large groups tend to stay longer). So you might turn that table twice in the evening. Now, let's say you do "call ahead" or first available or walk-ins only. You can start seating that table at 4:30 or 5 whenever you get busy, and smaller groups tend to turn faster..so you can get 3-4 turns a night out of the same table! You make MORE money off the smaller groups, and less headache!

As for the call ahead list..there are a TON of people who put their names on lists and then just decide later where they want to eat (kind of like at WDW! ). That's why a lot of people don't do call ahead seating, because until you are IN The door who knows if you are really going to show up.

 

[AprilShowers]

I can clarify this a bit from being in the business:

Large groups are a nightmare on Friday and Saturday nights. The wait times are long, because the restaurant is packed and there are only so many tables to go around. It's hard to do reservations, because let's say you have a reservation for a 10top coming at 6, well..you can't seat that table after 4:30 (possibly 5) or so because you have a 10 top coming. They might be late..and might even stay till 8 or longer (large groups tend to stay longer). So you might turn that table twice in the evening. Now, let's say you do "call ahead" or first available or walk-ins only. You can start seating that table at 4:30 or 5 whenever you get busy, and smaller groups tend to turn faster..so you can get 3-4 turns a night out of the same table! You make MORE money off the smaller groups, and less headache!

As for the call ahead list..there are a TON of people who put their names on lists and then just decide later where they want to eat (kind of like at WDW! ). That's why a lot of people don't do call ahead seating, because until you are IN The door who knows if you are really going to show up.

Thanks for the explanation, that totally makes sense! I appreciate that a large group is a pain in the neck. I wanted to call ahead so they could be prepared. I guess my frustration was in the guy's attitude. I'm sure they'll be plenty busy and won't miss our business, but I'm a GREAT tipper!! LOL!

 

[hrh_disney_queen]

I once heard a comedian say the Olive Garden is the only chain restaurant where someone will wait 2 hours for a table. OK, it was funnier the way he said it, but so true.

I will NOT wait that long to eat. I am aware of OG's policies, and if we want to eat there, we get there before 5..even then it's about 20-25 minutes.

Is Damon's a rib place? We used to have one in the last city we lived in and OMG, their food was sinfully delicious...I loved their onion loaves..just a big deep fried pile of onions, flour and fat...

 

[AprilShowers]

Saturday night, I told the girls that there would be no call ahead seating for O.G., but that Damon's were willing to accomodate us. They took a vote, and still wanted to go to O.G.
When we got there, the place was PACKED!! They told us it would be 45 - 50 minute wait. Girls voted again and decided to stay!

We waited about 25 minutes, and were seated at a table in the center of the dining room. They gave us the most incredible waiter EVER!!!! This guy was soooo attentive. He anticipated what the girls were going to ask for, and brought it before they even asked!!!

We had a fabulous time, and I'm going to call or send a note to the manager about how wonderful this waiter (& his helper) were!

 

[missypie]

I had such a similar experience to the OP's. DD wanted to have her birthday party at a hibachi place. 16-18 girls. I called the one closest to our house and they said they didn't take reservations on Friday and Saturday nights. They said they could put our name on a list. I said I couldn't have 18 girls milling around waiting for a table. They said, "Oh, it probably won't be a long wait because we haven't been very busy lately." I said, "Well, wouldn't you like to have a guaranteed 18 people?" They said, "Reservations are against the rules."

So, I called the next closest hibachi place. They took the reservations and treated us like royalty (I left a large tip!). PLUS, the food was quite a bit better than the first place, so we'll go to that one in the future.

In this down economy, customer service is everything!

 

[agnes!]

Saturday night, I told the girls that there would be no call ahead seating for O.G., but that Damon's were willing to accomodate us. They took a vote, and still wanted to go to O.G.
When we got there, the place was PACKED!! They told us it would be 45 - 50 minute wait. Girls voted again and decided to stay!

We waited about 25 minutes, and were seated at a table in the center of the dining room. They gave us the most incredible waiter EVER!!!! This guy was soooo attentive. He anticipated what the girls were going to ask for, and brought it before they even asked!!!

We had a fabulous time, and I'm going to call or send a note to the manager about how wonderful this waiter (& his helper) were!

I'm so glad you & the girls had a good time. Yay for happy endings!

agnes!
PS - Make sure you also tell them how they almost lost your business because of their RUDE attitude when you phoned about call-ahead seating.