First reviewed by Fran

• 

  Fran
  Apr 17, 2006

  Customer Service

  • Your Rating: 0/5 Stars
  • Average Rating: 3.0/5 Stars

  3.0
  

  My husband and I ate at the restaurant on Saturday, April 15, 2006 at around 4:00 p.m. We sat for at least 10 minutes, and watched 4 employees talking at the drink station, before our server came over. I mentioned to her that we had been sitting there for a while and she apologized. Her name is Julian. During the course of the meal my husband wanted a refill of his tea and, again, Julian was busy talking to people at a table. My husband proceeded to get his own refill. After a bit, Julian came over and asked if we wanted refills. I told her she was too late and my husband had gotten his own refill. Again she apologized. Lastly, I wanted my food (I had ordered ribs) wrapped so I could take it home and, again, she was busy talking and didn't come over to the table. A server by the name of Victoria, upon seeing that I was waiting for Julian, asked if we needed anything. I told her yes that I wanted a box for my food so I could take it home. Victoria offered to wrap my food for me and I accepted. She also asked if we needed anything else. I told her I was not happy and she said that she did not want us to leave unhappy and that she wanted us to return. I was very impressed with her desire to please and great customer service. I feel that she should be commended for stepping in and taking care of our needs. On the other hand, Julian did not show appropriate customer service and repeatedly apologized for her behavior but then proceeded to repeat the same behavior. I feel that she needs additional training in customer service and should hold her talking until all her customers have been served.
  
  We gave a very generous tip to Victoria and I let her know that I would be contacting Ponderosa management about her effort to right a wrong and deliver great service. Please acknowledge her efforts to let her know that she did the right thing. I asked her if she was management and she said no but I told her that if she continued in the same manner she would someday qualify to be a part of management whether she stayed with Ponderosa or not.
  
  Please reinforce to the young people that you have working at your Clinton location that customer service is the key when it comes to having steady customers who continue to patronize your establishment.
  
  Thank you,
  Fran Howard
  9119 Olmston Dr.
  Ft. Wayne, IN 46825
  260-497-9857

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