We decided to have the 2 for $20 special (appetizer and two entrees). We ordered the spinach dip/chip for our appetizer to share. We also told the waitress that we wanted rolls which she brought out hot and fresh – so far so good. We were talking about the exhibits at the museum so when the food arrived we were surprised. However, it was not the spinach dip, it was instead our entrees. I inquired as to the whereabouts of the spinach dip which surprised Katie, our waitress. The kitchen said it had been sent already, so apparently it went to the wrong table. Katie went back to the kitchen to send another, but since our entree was there we went ahead and ate. Since the meal price included the appetizer we couldn’t really tell them to deduct it from the bill. It actually wasn’t busy so I am not sure what the problem was in the kitchen. The manager, Tim, came out to apologize saying again that ‘the kitchen was working on it.’
I kept thinking that our spinach dip would be out soon but we were nearly finished and still no dip. Now I’m not too hard to please in a restaurant; just bring me food and let me eat it in peace….but I was a little frosted this time. Once again Tim stopped at our table asking if we would like the chips and dip boxed up to take home, I said, yes please and he then said “Folks, I am very sorry this happened, I don’t know what was wrong in the kitchen but tonight your dinner is on me. No check, I hope that you will give us another try.” Guy Friend started to protest in manly fashion that it wasn’t necessary, but Tim insisted and when Katie stopped by she said the same thing, she was sorry, no check, please give us another try.
Today, would have been a good day anyway-beautiful weather, a trip to a museum, company of Date Guy, but then to have the dinner comped was the icing on the cake.
As I said I’m not hard to please and I wasn’t going to make a fuss about this but it was gratifying to have the manager step in and take charge of an unpleasant situation. Too many times management doesn’t care enough about customer relations and little things snowball into larger-than-it-should-be situations. I won’t let one small incident deter me; I will indeed give O’Charleys another chance (I probably would have even without the comped meal) and I am writing this to thank Katie and Tim for being courteous and pleasant while dealing with a problem they did not create. And if you get the chance stop in O’Charleys-the food is really good. And say hi to Tim and Katie.
P.S. Real names used (except for Date Guy)