We understand the great concern that many people have shown with regards to the St. Louis incident involving a guest receipt. We have always relied heavily on openness with our valued customers and are thankful for the opportunity to respond to this unfortunate crisis. We are a company that depends on many thousands of very diligent employees because they ensure delivery of service to you, our esteemed customers. Our franchisees support and value our employees in their daily work by providing them with good working conditions and competitive salary arrangements and benefits. However, the unfortunate incident with the receipt is in no way related to work or employee grievances. The team member who posted the receipt online was not the one who waited on the guest. She had no connection with the presence of the guest at our premises. Regrettably, and in a manner that was unknown to the restaurant at the time, she took a receipt belonging to a guest, with a clearly visible name, posted it online and added her own commentary. We underline our stand that this is a very blatant invasion of the client’s privacy and a great contravention of the franchisee’s company policy provided to all employees, including the perpetrator in question, when they are hired. This is unacceptable behavior, which we, as a company, cannot accept because it compromises the privacy and safety of our guests. Our guests have the right to deserve and expect remarkable service from our personnel at all times. The server who waited on the guests during the party is still part of Applebee’s staff because they are not part of this matter. Kindly note that we also recognize the guest’s behavior on this occasion as offensive because of the comment they wrote on our receipt. It is an offense to us as a company and our diligent staff and teams. It is important for us to underline the fact that the 18% gratuity, which was part of the large party tickets was catered for by the said guest’s party. This situation is highly regrettable, and we hope it will never happen again.
We encourage people to raise issues through the managers in our various franchisees, or through our website, email, telephone line or by sending us messages through our Facebook page inbox. We assure all our customers that we shall respond to all queries, complaints or suggestions with regard to our services. We highly appreciate feedback and view it as a way of constantly improving our services and the satisfaction of our customers. We are always ready to clarify any questions that our guests may have regarding our prices, services, personnel or food. Kindly note that irresponsible commentary or statements that demean the perceived quality of a brand may harm that brand greatly despite years of hard work and commendable service. It is, therefore, important to weigh one’s words as they cannot be re-said or re-written. Social media is a great platform which should be used for constructive feedback, insightful discussion and helpful critique. We hope that this provides all our existing and future guests some additional insight. We appreciate this great opportunity to explain our position and to suggest how issuing of feedback and complaints can be done through the right channels.
We believe in our abilities and commitment to provide great service. Please give us a chance.
Good Essay About News Release
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Topic: Business, Hospitality, Workplace, Company, Employee, Human Resource Management, Customers, Services
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Published: 2020/02/28
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