Tag Archives: Guest Relations

Wait. What? (The Bob Evans saga continues.)

Posted on by Standard 2

I never emailed these names.  Seriously.  Someone must have sent Jon the text of my blog, or a link to my blog.  My original email contained the names which I then changed to something I thought would be ridiculous and obvious, so I didn’t accidentally call out another real employee.

Am I being trolled?

On Thursday, November 19, 2015 8:54 PM, “0503, BER” <Unit_503@bobevans.com> wrote:

Hello,

                I am following up on a bad review that we had charge to our store.  I was hoping to get some more information, as we believed our location received this review in error.  We don’t have servers by either name mentioned in the review (Maleficient and Lincoln), and would like to find out which store you were actually at.  Then we can send this along to them, so that they can address these issues.  Thank you for your time.

Jon Herrmann
General Manager
Bob Evans #503
Bridgeville, PA
(412) 257-1369

Shenanigans. ☘

I wrote back.  Nothing interesting besides pointing out that I never sent those names in an email.

I also got an email from LeAnn confirming our Dormont address, so I passed along the new one.  I wonder if I’ll get a T-shirt?

If it’s gift certificates, does anyone know of a charity that accepts them or of a family in need?

Maybe they’re sending someone to dispatch of me.  Maybe I should ask King’s to weigh in?

This still makes me laugh uncontrollably:

YOU GET A CRAYON!

Smiling & coloring rule.

I did get a really insightful comment on the last post though. Doesn’t seem like it’s gone down that way so far.

 

Bob Evans: 1 • Eat’n Park: 1½

Posted on by Standard 4
EVERYONE GETS A CRAYON!

So, did you read about our most recent experience with a waitress we’ll call Maleficent at the local Bob Evans?  If not, you may want to read that first.

I recently got the expected response from Bob Evans, and it’s nowhere near as enthusiastic as last time.  They are probably more displeased with my over-the-top approach to storytelling than the actions of Maleficent.

——– Original message ——–
From: “Barga, Leann D.”
Date: 11/11/2015 9:23 AM (GMT-05:00)
To: me@my.email.address
Subject: Bob Evans – Reference # 1106568

Good Morning Eric,

I am so sorry to hear that you recently had a poor experience at our Bridgeville location.  The behavior demonstrated by one of our servers was unacceptable, and for that we truly apologize.  We expect all of our employees to treat our guests like family, and want our guests to be completely satisfied – it is clear that we let you down with your initial server during this visit.

On the other hand, I am happy to hear that Lincoln ‘saved the day’ and made the rest of your time with us an enjoyable one.

I will be sharing your comments with the general manager and area coach of this location so any necessary action can be taken to ensure that all of our servers are meeting our and our guests expectations.

Sincerely,

LeAnn Barga (formerly Purdy)
Representative, Guest and Consumer Relations
8111 Smith’s Mill Road
New Albany, Ohio 43054
Phone: (800) 939-2338
http://www.BobEvans.com

It seems that Leanne is still rocking it with Bob Evans, now with a new name.  I hope she is doing well!

Not sure what this means (if anything) for Maleficent and Lincoln.  Will anything actually be said?  Will general management or area coaches write back to me directly?  Will I get a dirty look from Maleficent next time we’re there?  Hopefully Lincoln is on the clock.

Of course I can’t just let things like this be, so I reached out to Eat’n Park on twitter. Their response was glorious…

Ha.  Eat’n Park for the win.

EVERYONE GETS A CRAYON!

Checkmate.

Bob Evans Follow-Up Bob Evans Follow-Up Bob Evans Follow-Up

Posted on by Standard 3

Jelly! Jelly! Jelly!

Jelly! Jelly! Jelly!

You read about the Bob Evans fallout and follow-up, right?  In the interest of fully full disclosure, we went back, got a free meal, and had a nice normal dining out experience.  It went well.  LeAnn from Bob Evans wrote to check on me, and I thought I’d share the dialogue.

From: “Purdy, Leann D”
To: [Me]
Sent: Tuesday, October 25, 2011
Subject: RE: Bob Evans – Reference # 720520 / Blog post about Bob Evans

Hi Eric!

 I wanted to follow up with you to see if you had been back, if not I understand.  I do hope that you do at least use your gift certificates to get some of our amazing Wildfire BBQ sauce!

I know you had concerns with what action was taken after your call/email, I can assure you that all of your feedback is used for training purposes, we did forward your comments to the area coach and general manager so that we can ensure that we are providing excellent service.

Have a great day!

Jelly Jelly Jelly!

bef.gif

LeAnn Purdy
Representative, Guest and Consumer Relations
Supporting Bob Evans Restaurants, Bob Evans Food Products & Mimi’s Café Restaurants
3776 South High Street
Columbus, OH 43207
Bob Evans Guest and Consumer Relations: (800) 939-2338
Mimi’s Café Guest Relations: (866) 616-6464
Fax: (614) 492-4971
Bobevans.com

And, my response:

From: [-mE.]
To: “Purdy, Leann D” ; Riggs A.
Cc: [The Wife]
Sent: Wednesday, October 26, 2011
Subject: Re: Bob Evans – Reference # 720520 / Blog post about Bob Evans

Hello LeAnn,

Thank you very much for the follow up!  We actually did get the opportunity to take advantage of a free meal last Thursday night, at the same Bridgeville location.  It was a wonderful experience.  It wasn’t too busy when we arrived… and we seemed to get there right at a shift change, but the service was smooth nonetheless, and we only had to ask once for jelly!

Asking once for jelly & receiving it struck me as a possible bad omen.  Upon arrival, the first thing we heard as we were seated was the waitress at the table next to us (oddly not our waitress) telling her customers that something had been comped or removed from their bill… and the customer was spouting off about something unintelligible.

We had an excellent waitress then waiter, there was no shouting from the kitchen, the food was prepared well.  Some of the carrots with my turkey dinner were dry/cracked, but you’ll get that anywhere.  I didn’t see a manager on duty or patrolling the dining room, but things were running quite smoothly without their presence.

If you talk to the area coach/general manager/managers/team there again, please pass on our thanks for another great meal that was back to what we would call a normal Bob Evans experience.  I didn’t present my BE gift money until the end of the meal, but it didn’t produce any speed bumps and we still have one left!

Thank you for the gift, and both you & Nate for your time, and sincere follow-up!  (Follow-ups?  Follows-up?)

“Jelly! Jelly! Jelly!” may be a good ad campaign.  “Pizza! Pizza!” worked for Little Caesar’s.

Thanks again,
-Eric

Bob Evans Restaurant on Urbanspoon

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Bob Evans’ Follow Up

Posted on by Standard 11

A Bob Evans Restaurant

random BOB EVANS image from the web

Bob Evans Restaurant on Urbanspoon

After posting my recent tale of insanity during a Bob Evans visit, I received some almost immediate follow-up from Nate Riggs via Twitter DM:

nateriggs
– Eric – I work with Bob Evans. Saw your blog post. Would you shoot me your email so I can help make this right? 🙂

nateriggs
Thanks. Ill email you in a few and make sure we make this right By the way – love your blog and your writing style. 🙂

Twitter is awesome.  Instant responses.  These were followed up with another quick flurry of emails:

From: “Riggs, Nathaniel A.” <Nate_Riggs@BobEvans.Com>
To: <me@my.email.addre.ss>
Sent: Thursday, September 22, 2011 1:52 PM
Subject: Blog post about Bob Evans

Eric,

Thanks so much for your email address and for your post. We always try to deliver the best guest experience that we can, but sometimes we mess up. We’re truly sorry for the wait time and hassle that you and your wife experienced in our restaurant.

On a personal note, I dig your blog and was just in Pittsburgh yesterday. This is week 3 for me at Bob Evans leading digital and social so I’m working through some on boarding before I can really work on tightening up our digital presence.  I’m a blogger as well – http://nateriggs.com – and I always appreciate when bloggers are so respectful, even when we messed up. J

The next email from me will refer you to Leeann Purdy in our guest relations department. She will email you and take it from there.

Again, thank you!

BEFarmslogoemal

Nate Riggs
@nateriggs
Digital Marketing Strategist, Restaurant Marketing
3700 South High Street
Columbus, Ohio 43207
Phone: (614) 497-7447
Droid: (614) 348-2646
www.bobevans.com
We like you. Like us on Facebook!

and…

From: “Riggs, Nathaniel A.” <Nate_Riggs@BobEvans.Com>
To: “Purdy, Leann D”
Cc: <me@my.email.addre.ss>
Sent: Thursday, September 22, 2011 1:55 PM
Subject: Contact information for Eric Carroll – Pittsburgh Blogger from this morning

Leann,

Hi there.

I’ve copied Eric Carroll on this message. He is the Pittsburgh blogger who posted on our Facebook page this morning as we discussed. Would you please reach out to him when you have a moment?

Thank you!

BEFarmslogoemal

Nate Riggs
@nateriggs
Digital Marketing Strategist, Restaurant Marketing
3700 South High Street
Columbus, Ohio 43207
Phone: (614) 497-7447
Droid: (614) 348-2646
www.bobevans.com
We like you. Like us on Facebook!

and…

From: “Purdy, Leann D”
To: <me@my.email.addre.ss>
Sent: Thursday, September 22, 2011 2:32 PM
Subject: Bob Evans – Reference # 720520

Mr. Carroll,

I would like to first, thank you for taking the time to share your experience regarding your visit to our Bridgeville location, and also sincerely apologize for the overall unacceptable food and service you received.  I also appreciate that you were so candid as most people will not complain, the will just not go back, and we would not have the opportunity to try to make it up to you.

Our company places great emphasis on training our employees to satisfy our guests, so we appreciate that you have brought this to our attention.  We expect our servers to be attentive, timely, and attend to all of our guests needs, and I am very sorry that we let you down.

I would like the opportunity follow up with you by mail to invite you back to our restaurant, and if you are willing, I would like your address so that I can formally apologize to you by mail.  I also have shared your comments with the general manager and area coach of this location also so they can ensure that any necessary action is taken.

Again, Mr. Carroll, we appreciate your comments.  We value your patronage and appreciate your interest in Bob Evans Farms Inc.

LeAnn Purdy
Guest Relations
Bob Evans Farms, Inc.

and…

From: “Purdy, Leann D”
To: <me@my.email.addre.ss>
Sent: Thursday, September 22, 2011 3:24 PM
Subject: RE: Bob Evans – Reference # 720520

Mr. Carroll,

I wanted to send a follow up because I researched our records and did find where you had sent us these comments on our website with your mailing address included.

I have updated our records and a letter will be going out to you tomorrow.

Have a great day!

bef.gif

LeAnn Purdy
Representative, Guest and Consumer Relations
Supporting Bob Evans Restaurants, Bob Evans Food Products & Mimi’s Café Restaurants
3776 South High Street
Columbus, OH 43207
Bob Evans Guest and Consumer Relations: (800) 939-2338
Mimi’s Café Guest Relations: (866) 616-6464
Fax: (614) 492-4971
Bobevans.com

Then a week or so later, I got this in the mail…

Bob Evans Letter

Bob Evans Letter

Bob Evans Coupons

Bob Evans Coupons

How cool is that?  That’s enough for a meal & a half for the wife & I.  I have to say, I applaud their quick followup, perceived excitement, blatant flattery, and sincerity.  I do have to say, I’m a little afraid of returning to the Bridgeville location if someone was reamed by a regional manager as slyly implied by the emails and letter.  I mean “I also have shared your comments with the general manager and area coach of this location also so they can ensure that any necessary action is taken” seems pretty serious.  I don’t want to go back with Bob Evans bucks in hand and have them be all like “Oh, this is that butthole who wrote a blog and got me a lecture while I was just having a really bad day…”  Or do you think it was calmly presented as “OK, we obviously have some sort of breakdown, what can we as a management team do to help”?  I mean, that’s how it should have gone… right?

The didn’t comment on the asking 3 times for jelly code, so I can only assume this is a real thing.  Next time you’re at Bob Evans and you want jelly, ask for it thrice and ye shall receive thereupon the third asking.

Where’s the balance?  I’m really looking for input here.  Was I right to complain?  Am I safe in returning?  Should I just go to the Bob Evans in Robinson?  Think they have the same area coach & general manager?  How good is their Wildfire BBQ sauce?

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