Monday, January 25, 2010

Thanks to Tripps

Dear Tripps of Southern Pines,

Just a quick note to thank you for making my day yesterday. My husband, daughter and I went to your restaurant after church with a group of friends (had planned to eat leftovers at home, but once someone mentions your scrumptious Sunday brunch it's hard to resist). We were seated quickly even though there were 11 of us, including three babies, and our waitress was great.

While a few of us got our food soon after ordering, the rest of the table had to wait quite a bit longer for theirs. We were preoccupied with conversation and complimentary muffins, so although we did wonder where the rest of the food was, we didn't mention it to our waitress. Apparently she or someone else spoke up on our behalf, though, because much to our surprise the manager came over to our table, apologized for the timing, and said those of us who were still waiting would not have to pay for their food.

I might as well admit my first thought was that I wished my meal was one of the delayed ones -- who wouldn't be willing to wait 10 or 15 minutes to eat for free, right? But your brunch and bottomless coffee are well worth paying for, so this was just a fleeting thought. The rest of the food arrived just a couple of minutes later.

At the end of the meal, when we were all thoroughly, happily stuffed, our waitress told us that there was no charge for any of us; the whole table had been taken care of. Needless to say, we were surprised and delighted.

No doubt about it, you went beyond the call of duty. I don't think the management at most restaurants would have even acknowledged our lopsided wait, much less comped eight adult meals to make up for it. I left Tripps with a good taste in my mouth (in more ways than one) and I'm happy to spread the word of your excellent customer service.

Thank you again for such a wonderful experience.

6 comments:

r8chel said...

Wow! That's very generous!!

Amanda said...

That is great! There have been several times I've thought about writing a complimentary letter to our Tripps. Next time I have that thought I'm definitely going to do it.

Renee said...

that's awesome jennifer!

Jason said...

Somehow I new this would make your blog!! Glad you shared and gave Tripps a kudos, because despite the wait for food you wrote about our geat experience.

Daria said...

If you haven't already, I would suggest getting this post to the corporate office (or even just the General Manager of the local store). Far too often, managers open mail (e or snail) only to have the words of a ticked off (ex)customer glare at them evilly. I think that it would be a breath of fresh air for them to be recognized for the Good they have done. =)

Your post also made me wish that there were Tripps Restaurants in my area! I would go there in a heartbeat! =)

jennifer said...

Daria, don't worry, I sent a hard copy of this letter to the local store and emailed it to the corporate office (who already responded). I do this for every letter (praise or complaint) posted on this blog. :)