STRATEGY MEMO-GROUP 3

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DATE: October 9, 2009
ACTION: Mr. Ronald N. Magruder - The president Olive Garden Restaurants Division
INFO: Manager Olive Garden Restaurants, Grape road in Mishawaka, Indiana
FROM: Anderson Smith – Director of customer services
SUBJECT: STRATEGY MEMO – Customer complaint letter from Mr. Martin A. Wallace

Background:

Mr. Martin A. Wallace is one of our regular customers and always appreciates the good
experiences and food which he had at the Olive Garden Restaurant. However, on
Tuesday 29th September, 2009 when Mr. Martin visited our Olive Garden Restaurant at
6410 Grape Road in Mishawaka, Indiana at 8.15 pm along with his father and two
daughters, he claims that he was forced to forward the following concerns about the poor
standards of hospitality and unpleasant services rendered by our above mentioned
restaurant staff.

• No welcome and delay in attending guests at the restaurant entrance.

• Uncaring attitude towards his amputee father who was on crutches.

• No courtesy by suggesting an unclean table.

• Poor service without reserved waiter and served with cold quality food for all of them.

• Irresponsible behavior by the restaurant manager.

Discussion:

As per the above background on the compliant forwarded by the customer Mr. Martin A. Wallace, following are
the incidents of that day which left the customer disappointed.

There was no restaurant hostess at the entrance of the restaurant to greet the customer and offer a suitable
table, knowing that the customer’s father’s leg was amputed and was on crutches. After waiting for 10 minutes
at the restaurant entrance, the customer approached the bar staff and the hostess already annoyed by the
prospects of additional customers in the restaurant, offered a table to them on the upper deck which he could
not accept because his father could not walk into that place.

After an extended discussion by the customer as to why the upper deck table could not be accepted, the
hostess offered him and his family an unclean table placing a luncheon menu without children’s menu.

After 10-12 minutes, the customer order for the family meals and a glass of wine was taken by a waiter who was
not designated for their table. 20 minutes later the meals arrived which was cold and the customer was informed
that the bar was out of wine. In addition they made two separate requests for silverware and napkin.

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 STRATEGY MEMO-GROUP 3

STRATEGY MEMO: Customer complaint letter from Mr. Martin A Wallace

October 9, 2009
Page 2 of 2

When the customer complained about the cold meals offered for their entire family to the restaurant manager,
who is also already annoyed with the prospects of customers in the restaurant at that time, replied in an impolite
manner giving an excuse that the meals were prepared as ordered except that the waiter had forgotten about
them. The customer was however, offered a replacement for his cold cannelloni.

When they finish their meal it was ten o’clock in the evening. They noticed that there was no much rush other
than with just one other couple seated in the dining room. They claim that coffee and desert was out of question.

Also, the customer had to approach the bar staff again to request the payment check as there was no waiter
around to serve him which was presented to him after a wait of 5 – 7 minutes. The restaurant manager was
confrontational when the customer related the above grievance to him saying ‘What did he want him to do and
whether he was looking for a free meal or something’. The manager mumbled for a tip from the customer
despite the poor service quality, which clearly heard by the customer and it disappointed further.

Recommendations:

1. We need to write an apology letter to Mr. Martin & his family from the concerned for the unpleasant
behavior and bad service experienced in our restaurant.

2. Make a meeting with the staff of the Olive Garden Restaurant at 6410 Grape Road in
Mishawaka, Indiana who all are involved in the incident and enquire why they have behaved to this
particular customer. Warn them not to repeat again. Check the availability of different menus,
beverages, deserts and quality of food.

3. Send an internal memo to all the employees of our restaurants regarding customer relation and
educate all the staff by giving proper training on hospitality and behavior in order to improve and finally
keep up the reputation of Olive restaurant.

4. Invite Mr. Martin & his family for a free dinner and treat them with utmost care fulfilling their
requirements and provide them the best service we can do so that we make sure our customers are
satisfied with our services. If possible president or one of our senior level managers can be with them at
the time of their visit.

5. Follow up with Mr. Martin & families about the service offered by our restaurant and make a feedback
form available at restaurant for all customers in future for our services, hence we can monitor the
customer satisfaction well in advance before getting a complaint letter from customers and improve
ourselves.

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