Post # 186 - Red Robin Only Has 12 Beers!

I sent this to Red Robin on 3/28/2011:
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Dear Red Robin,

Last weekend, I was really thirsty for an icy cold beer.  I’d been craving one all day.  Every Saturday, my family picks a restaurant.  I carefully orchestrated a plan to position my fanny in one of your booths.  I mentioned bottomless fries to my twin sons, Frizzle and Frazzle.  This gave us a 3-1 vote swing over Mom’s Diner, home of the leather dog and the "biscuits-and-gravy-from-around-the-world" platter.

I knew at Red Robin, I could get myself a tasty burger, bottomless fries, and an icy cold beer.  As I stated, I’d been craving one all day.  I could feel the foam and the icy cold liquid. 

When we arrived, the restaurant was pretty crowded.  There may have been 30 or 40 families or couples.  Servers were busy, yet accommodating.  As the server took our orders, she came to me.  I wanted a beer, BADLY.  Then I saw your sign.  It read “over a dozen cold beers available.”  As badly as I wanted one, I didn’t feel like I could.  I thought of the 30 or 40 other dads, husbands, boyfriends, and johns.  I knew each of them probably wanted one too, so I ordered an Arnie Palmer instead.  I took one for the team.

As I sipped my Arnie Palmer and ate my burger, the server asked if everything was okay.  I smiled and said “yes.”  But it wasn’t.  A burger and bottomless fries, washed down with an Arnie Palmer, just doesn’t cut it.  Not when you’ve been craving an icy cold beer.

Why can’t you stock more beer?  Stock at least 30 or 40.  Some people might want two, so stock 60 or 80.  Twelve just isn’t enough.  Not for how thirsty we all were.

Sincerely.

Jerry

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From: guestrelations@redrobin.com
CC: jandrew@redrobin.com; sschool@redrobin.com; dgreens@redrobin.com; jkrull@redrobin.com; barneil@redrobin.com; dwooley@redrobin.com; jriva@redrobin.com; pmarcoux@redrobin.com; guestrelations@redrobin.com; thill@redrobin.com; lparkhurst@redrobin.com; RHam@redrobin.com
Date: Sat, 2 Apr 2011 17:25:55 -0600
Subject: RedRobin -Menu

Hello Jerry,

Thanks for your e-mail. We greatly appreciate your comments and feedback.

Great suggestion! We are constantly changing our menu to meet the needs and desires of our guests. We will certainly take your feedback into consideration when making future menu changes.

Thanks again for your e-mail and for being a Red Robin guest. We look forward to serving you again soon!
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To: guestrelations@redrobin.com
CC: jandrew@redrobin.com; sschool@redrobin.com; dgreens@redrobin.com; jkrull@redrobin.com; barneil@redrobin.com; dwooley@redrobin.com; jriva@redrobin.com; pmarcoux@redrobin.com; guestrelations@redrobin.com; thill@redrobin.com; lparkhurst@redrobin.com; RHam@redrobin.com
Subject: FW: RedRobin -Menu
Date: Sat, 2 Apr 2011 22:24:22 -0400

Dear Guest Relations, and the other dozen or so rank and file members of the Red Robin Nest on this note,

Thank you for taking my suggestion about the beer inventories under advisement. 

We went back tonight.  I made sure I got there early, and luckily, I got a beer before they ran out.  However, the place filled up quickly, and when it came time to order my sandwich, I noticed a sign that read "Over Two Dozen Burgers and Chicken Sandwiches."  For as many people as there were, that's not nearly enough!  I selflessly ordered a salad.

You might also consider increasing your burger and chicken sandwich inventories.  One of these days you'll get it right!

Thanks,

Jerry

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Post # 184 - Boston Market: Why Not Throw Daddy a Bone?

I sent this to Boston Market on 6/10/2011.
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Dear Boston Market,

About a month ago, you sent me an advertisement, offering a free brownie on Mother's Day.  What a great tribute.  There is nothing like the love of a mother.

Last September, you sent me an advertisement commemorating Grandparent's Day and rewarding my kids with two free meals.  What a great tribute!  Grandparents have graduated from parenthood, and are now working their way up to heaven.  Children?  They're the future!  Nice promotion!

Truthfully, I'm waiting for you to send a deal commemorating my neighbor's cocker spaniel's birthday.  Because I know that day will come before you honor Father's Day.

Why is it so difficult to honor dads?  Kids spend months in art classes, making these elaborate, majestic Mother's Day gifts.  And they should.  Moms deserve it.  School letting out happens to coincide with Father's Day, and those same teachers who placed all that emphasis on the perfect Mother's Day Arts and Crafts initiative, give ol' Dad the shaft. 

In some instances, Dads are also the moms.  Dads, Step Dads, Baby Daddies, Sugar Daddies, Papa Grande's, Papa Smurf, Father Figures, God Fathers and Father Bob.  Yes--Mom's are great.  Grand Parents are awesome.  The children are the future.  How about throwing Dad a bone once in a while?

As a father and loyal, lifelong customer, I'm offended and upset, dismayed and disappointed.  It's regrettable, intolerable, and unbelievable.

When Boston Chicken became Boston Market, I thought "What a forward thinking company!"  I bought stock, which tanked when you went bankrrupt, which is another story.  Regardless, I saw Boston Market as a forward thinking company.  Why not throw Daddy a bone?

Thanks,

Jerry

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From: donotreply@bost.com

Subject: Thank you from Boston Market
Date: Thu, 9 Jun 2011 22:13:47 -0600

Boston Market Guest -

Thank you for submitting your feedback to our Boston Market Guest Contact Center. We appreciate you taking the time to share your thoughts. We have forwarded your information to the appropriate people at Boston Market. You will be hearing back from someone in 2-3 business days.

Boston Market Guest Contact Center

- - - - - Please do not reply to this e-mail. This is an automated confirmation to let you know your e-mail was received. Thank you.

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Note: Boston Market never replied.  Thinking this was over (they didn't reply within 3 business days), I posted on June 15th.

Then, on June 16th, I saw this in my email (3 days before Father's Day):

It's probably a coincidence.

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Post # 177 - McDonalds McBites - 5/1/2011

Dear McDonalds,

I’m dissatisfied with my recent purchase, your McBites, which are the McAnswer to KFC’s Popcorn Chicken.  It is my understanding that you’re test marketing these here in the Detroit area.  In a way, then, I’m a super hero, simultaneously a) helping you “get it right” before you go nationwide, and b) saving billions and billions of people from having a miserable experience. 

The chicken is tasty.    My complaint is sauce to chicken ratio.  With my son’s $.99 four piece, 2.3 ounce McNuggets, he gets the same amount of sauce, and it’s more sauce than he could ever use.  I feel the Catholic guilt, throwing half of it out. 

With my $2.99 regular size six ounce McBites, I get the very same 28 gram sauce cup.  This is great, for the first three or four ounces.  Then, no more sauce.  Just chicken.  Chicken by itself is great, if you’re expecting it.  Chicken by itself, after the sauce is all gone, is pure loneliness.  Look—I’m not Mr. Go-Crazy Dipper.  I saw the end coming, and started dipping less and less, to make it last. 

You need to provide more sauce.  Maybe one sauce for the snack size, two sauces for regular, and three for your jumbo size.  Think about it.  Let me know when it’s fixed, and I’ll be back.   

Sincerely,

Jerry

P.S. - Also, why not add some others—teriyaki, maybe a garlic parmesan, and a super hot one.  Not a “fast food” hot sauce, but a “wow—that really had some kick to it” hot.
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From: McDonalds.Customer Care
Date: Tue, 3 May 2011
Subject: Message from McDonald's USA

Hello Jerry:

Thank you for contacting McDonald's. We always enjoy hearing from our valued customers, and I'm sorry you're disappointed in our test product, Chicken McBites.

To add variety to our menu, different McDonald's restaurants offer products for a limited time only throughout the year. Since these products are subject to change, your comments are especially appreciated and will be shared with our Menu Management department.

Again, thank you for sharing your feedback on this product with us. Your trust and satisfaction are important to us. We hope we have the opportunity to serve you soon under the Golden Arches.

Jessica
McDonald's Customer Response Center

ref#:7778107

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To: McDonald's Customer Care
Subject: RE: Message from McDonald's USA
Date: Tue, 3 May 2011

Jessica,

Thank you for taking up my cause and standing in unity with me.

When you attend the next "All McHands on Deck" with the coffee and bagels and dry erase boards, and you're aggressively making my point (because we're right), mention this:

1) The baker who sells a half-frosted cake doesn't have to bake for very long.

2) The pizzeria that only sauces half of their pies doesn't have to worry about repeat business.

3) The bike manufacturer who only uses half of his fasteners, may experience some negative word of mouth advertising.

Don't cut corners with your customers.  Don't take your customers for granted.  And always use the freshest ingredients.

Sincerely,

Jerry

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