IHOP Informative - Do The Waitresses Need Training In Customer Service?
SHREWSBURY, MASSACHUSETTS -- I've been to this IHOP many times over the years so I did not expect the unpleasant treatment my husband and I received at the hands of a waitress. We were quickly seated and given coffee and menus at which point our waitresses disappeared for over 10 minutes. Annoyed at seeing other patrons getting served and unable to locate our waitress, I asked the cashier to find her. A few minutes later she appears at our table, unapologetic and annoyed that she was taken away from whatever task she was completing.
I asked her if she was busy. She answered "What makes you think that"? I answered "We have been waiting for over 10 minutes to place our order!” to which she proceeded to argue that it had not been any 10 minutes. We just stood up and left.
What would have saved the day, especially since we drove out of our way to get to one of the few IHOPS in our area? A simple acknowledgment that we had been waiting a long time and one "I'm sorry for keeping you waiting". It would have netted IHOP about a $25 meal and a tip for the waitress. Instead we walked out and probably won’t be back to that IHOP ever again!
WAKE UP IHOP! People are cutting back on eating out. Lousy service will not get people to come back even with your breakfast specials! Ensure each of your waitresses takes a basic “How to serve customers” course and work with a short check-off list that include tips like “Don’t forget waiting customers”.
Hope someone out there is listening – Disappointed Patron