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| - One has to wonder who Applebee's in Surprise has in mind for their target customer base, because it isn't anyone who desires a clean restaurant or attentive staff.
No doubt that the restaurant industry is highly competitive. And those who are on the leading edge understand that it all comes down to customer service. One can find a burger, steak, and other run-of-the-mill entrees just about anywhere... but the restaurant that provides a level of customer service second to none will build a following that propels them to the top of their competitors. Unfortunately, Applebee's in Surprise seriously lacks this understanding.
My wife and I walked into Applebee's with our 2yo granddaughter Saturday night around 7pm... the place was less than 15% full. We stood quite some time by the hostess area waiting for the hostess to come around; she didn't. I walked around hoping to grab the attention of someone working there. A few wait staff walked by without saying anything while others were huddled up together by the back of the bar laughing and joking. Finally someone (she might have been the absentee hostess) asked if we had been helped and then sat us. Where she parked us was a pigsty. Yes, the table was clean, but the floors all around and underneath were about as filthy as it could get without the health department shutting them down. We sat there for (no kidding) 5 minutes waiting for our server to come over. One young lady working there asked asked if we had been helped, I told her no, so she huffed and turned around walking off quickly. Another 3 to four minutes passed before our server came over introducing herself. We had our menus when we sat down so we told our server we were ready to order. A few minutes later a guy server brought our iced teas out, but the way he was holding them he had his hands and finger all over the rims of the glasses. And he wasn't the cleanest looking dude, either. There were approximately 24 empty tables all around us on our side of the restaurant and the hostess decided to sit the next group right beside us. Not a big issue, but with a 2 yo standing in the booth one might think the hostess would've considered given the other group a little buffer space. Nope. The food came out was decent. No complaints... it just wasn't anything to brag about. At some point during our dinner a different server came by to sweep the area. I commend her, but this task should be performed when there aren't customers at the table so not to by intrusive. Apparently their floor sweeper was broke (possibly the handle), so the young lady was on here knees moving the sweeper back and forth trying to clean next to us. Again, I commend her on her energy and effort. Yet a different server walked over giggling and laughing very loudly like a very silly high school kid asking the other what she was doing. The lady on the floor said, "I'm cleaning! And the sweeper is broke." The other girl laughed even more hysterically (very unprofessional) and walked off.
All-in-all, I hated my experience at Applebee's last night. And this isn't the first time the experience has been immensely sub-par. I don't know anything about the management at this location, but it seems they should consider a refocus of efforts towards customer service as a tangible asset in building their business... as the lack of it will lead to their downfall.
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