Marketing Mix: We'll Call You - TGI Friday's

Article excerpt

We rang TGI Friday's to see if its helpline's attitude was easier to stomach than the service at one of its restaurants.

Mktg I want to give TGI Friday's some feedback about a bad experience my family had there recently.

TGI Friday's Have you spoken to anyone at the restaurant?

Mktg Yes. We made it clear we weren't happy and I asked for a feedback form, but there wasn't one.

TGI Friday's Who did you speak to?

Mktg The restaurant manager and the floor manager.

TGI Friday's OK. (uncomfortable pause, then slightly irritated) What was the problem then?

Mktg Five of us went to a TGI Friday's restaurant on Sunday. I asked for an honest estimate of how long the meal would take, as my parents had a long drive home and we didn't want to spend more than an hour. But it took 45 minutes before we were seated, even though we had been assured it would be five minutes. Then we had to send the steak back because it was cold; all we received was a stroppy comment about the kitchen being under-staffed. No attempt was made to make up for misleading us on timing, and the meal was expensive - it cost about pounds 100.

TGI Friday's I'm confused. You talked about Saturday, then you said Sunday.

What day was it?

Mktg I didn't say Saturday. I said Sunday.

TGI Friday's Well, you actually said Saturday evening. …