The power of feedback...

[editor's note: Recently, one of our mystery shoppers visited the restaurant of one of our clients. This was NOT an official assignment. Nonetheless, this shopper voluntarily contacted us afterwards to let us know how the visit went, and to offer insights on a pricing/portion discrepancy they perceived.

That's the power of mystery shopping. Constructive feedback from great people. Thank you to all of our excellent mystery shoppers, particularly C&M...]

My family went to your client’s restaurant with our church group this past Sunday afternoon.  

First, they need to know that Elizabeth did a FANTASTIC job keeping up with the entire second floor. We were a group of 10, there was another group of 5 in the front room with us, and several other tables of 4's and 5's.

She was the only one working the upstairs, and though she did get some help when some orders came out, she handled most everything on her own. Drinks stayed full and she delivered our meals without auctioning them off to us. A manager did stop by to make sure everything was OK.

The reason for this email is that my wife and I are both quite disappointed in the kid's "Chicken Finger" meal. For the price we paid, we do not feel we were getting our money's worth. There was not a whole lot of food in that entrée. My son, who is not a big eater, asked for more and we had to place another order.

During a visit here about a month ago, our son had also ordered the kid's Chicken Finger meal and was also given a rather small portion of meat and the side. We thought it was just a fluke and really didn't think anything of it. With this visit, seeing the same serving size, we were disappointed.

The other meals on the kid's menu seem to be priced well, as our son has ordered the corn dog and the grilled cheese before. And our adult meals and our drinks are a GREAT value for the money. We're just surprised by this one item. 

Thanks for listening. Please let me know if there are any additional details I can provide. 

Comments

[Jessica]

Since having kids I have quickly realized that the path to my loyalty as a customer is to keep my kids happy during the meal. Interacting with them, giving them an activity, and (to the point above) giving them food they like in the correct portion, can go a long way to getting me to come back. If one of your target markets is "families with young kids" make sure you are serving them well.

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