"How was everything tonight??"

[MicroBob]

More a rant on a silly little thing that obviously is completely unimportant in the grand scheme of things but maybe others will want to share similar experiences or opinions.


GF and I have dinner tonight at an O'Charley's near the mall (not sure if this is national, it's pretty much like an Applebee's or TGIF's or something similarly lame).
Quick and easy to get a salad or chicken-fingers or something after she's out of work.

They have about 2 hostesses and 2 managers typically milling around and almost all of them greet you on your way in or out.

We've laughed before when a manger would come up to our table and ask how everything was and then 1 minute later our server would swing by and ask the same question. "Ummm, still fine just like we told the other guy!!" (no, we don't really say that to them of course).


This time on our way out we walked past one of the managers mid-way between the bar and the front-door and he asked us if we both enjoyed our meal.
2 seconds later we walk past one of the hostesses who asks the same question.
Then 1 second later a different hostess sees us and is holding the door for us and is more direct, "Was everything okay tonight? Did you enjoy your meal?" "Yup, everything was great. thanks."


Note, they didn't do this because they had reason to suspect we weren't satisfied customers or anything. They obviously get told at O'Charley's to bombard their customers with "How is everything?" questions.

Also obvious was that none had any idea that we had just been asked the same Q by someone a few steps in front of them. So for them it was completely natural and they were just doing what they were supposed to do.

GF and I had laughed at how ridiculous it was on previous occasions.
So tonight after getting the line of 3 straight employees in 10 seconds giving us the 'inquisition' on our way out the door we couldn't help but crack-up when we finally got through them all and got outside. It was just so ridiculous I can't help but laugh a little right now just thinking about it.

I'm not annoyed or bothered because I can be so easily amused by such things. But I can't help but wonder if this is really a good strategy for them.
Shouldn't they realize that some customers probably don't want to be pestered over and over again like that? It just seems so bizarrely weird a lot of the times that we go there but this one was definitely the weirdest.

[danlux]

The waiters want tips, the managers don't want complaints.

[tuq]

MicroBob,

I bet all of them were wearing a lot of flair.

[MicroBob]

Patrick -

While GF and I were cracking up in the aftermath I said, "Alright, I just might have to take this one to OOT!!"

GF will die of laughter when I tell her of your brother's experience. And yes, it definitely seems like a corporate thing. We have two of these things near us with completely different personnel at each but they all definitely read the same employee handbook. Exact same over-the-top questioning at each.

observation I had is that I would almost be doing them a favor if I mentioned to one of their managers that they are way overdoing it on the "How was everything's".
I really think too much friendliness like that can put off your customers and I think somebody should tell them that at least one customer thinks it would be wise for them to chill. Getting the door and welcome you to the place is one thing. having to give your undying approval to every single thing they are doing every 5 seconds is another.


Tub - They don't wear flair at O'Charley's.

[marchron]

[ QUOTE ]
I really think too much friendliness like that can put off your customers and I think somebody should tell them that at least one customer thinks it would be wise for them to chill. Getting the door and welcome you to the place is one thing. having to give your undying approval to every single thing they are doing every 5 seconds is another.

[/ QUOTE ]
I learned this the hard way when I waited tables. There's a fine line between "perfect service" and "too much service" and when I was new to the gig, I didn't recognize where the line was. Being two feet up customers' asses didn't get me good tips.

You've got to have a customer profile when you wait tables. Couple on a date, businessman on his cell the whole time — leave them alone. Old ladies, families with 3-4 kids — be there all the time.

[Patrick del Poker Grande]

I went to an O'Charley's when I visited some of my wife's family in WI a little while ago. We got the same treatment - everybody and their brother was stopping by our table every 5 seconds to give us the inquisition. Alright, that's annoying, but whatever. What got me was this, though - my brother-in-law asked where the restroom was and they insisted on ESCORTING HIM TO THE [censored] BATHROOM. I don't know how you all feel, but that's a bit over the top for my taste. I thought this was just a brand-new franchise with an overzealous new owner/manager, but it looks like it's a corporate thing. Wow

[Brian]

[ QUOTE ]
I thought this was just a brand-new franchise with an overzealous new owner/manager, but it looks like it's a corporate thing. Wow

[/ QUOTE ]

The O'Charley's in question in the OP is about 2 months old, and they don't get very good business. So the training is still fresh in their minds, they probably still have some sort of head regional manager on the lookout there to make sure it's running smoothly, and they get so few customers that they cherish each one. Give it a few months, and it'll be like every other O'Charley's: they won't give a sh!t if you like their food, service, dead roaches on the floor, etc.

O'Charley's is far and away my favorite restaurant and has been since I was ~12 (10 years ago), and this is definitely abnormal behavior. If you want your usual crappy dining experience, try any of the other ones around and about Memphis. But for me, all the extra questions and caring = nice, not annoying, in a typical American chain restaurant. I made a strange request for a Chicken Tender Salad there a few weeks ago, and when it came out wrong the Manager looked like he was going to cry. He really took it to heart.

Maybe it's because I dress like a 22-year-old frat boy who stiffs waiters (I don't), but I never get asked at any restaurant if I enjoyed my meal. Screw you old-timers, Patrick and Bob.

Brian

P.S. Bob, I live like 5 minutes from that O'Charleys, holla next time you're out here.

[MicroBob]

Brian - Every time we've been there it's pretty busy actually.
We usually end up going on either Saturday nights or Monday nights.

Not as crowded as the nearby TGIF's. But definitely seems to do okay business for an almost hidden-off location.

Pretty much the same amount of business as the older O'Charley's further down Germantown Road which we used to go to.

Also, we had similar "How was everything?" type issues at that O'Charley's too.
Not as bad as yesterday. But enough where it was already an inside-joke of ours long before we had ever gone to the new one.


GF works at St. Francis-Bartlett hospital and I live in the Wolfchase area too. If you are only 5 minutes from there then that means you, me and NicksDad1970 are all practically neighbors.

2+2 meetup at the hilarious O'Charley's in question before I move to Florida?

Actually, we're way keener on the El Porton mexican restaurant there. Good margaritas and chimichangas.
O'Charleys is only for the days we want to change things up.

[Cornell Fiji]

You don't get it.

They are asking for feedback so that they can improve their service.

If you have a problem with something they do then they want to make sure that you have the opportunity to voice your concern so that they could improve.

If you have a problem with the fact that they are too in your face with soliciting suggestions then you should tell them that it annoys you.

They are looking to see if you have any complaints, and you have a complaint about that, so what should you do to help them fix this problem...

[Brian]

[ QUOTE ]
You don't get it.

[/ QUOTE ]

No, I don't think you do.

Though I agree with you, MicroBob is a major nit. [img]/images/graemlins/laugh.gif[/img]