The Lollipop Road

Archive for the ‘Features’ Category

It has been a while since we’ve featured our Focus On Customer Service segment. Unfortunately, this week we are reporting again on a national franchise with what seems to be a serious lack of customer service. We don’t take this harsh review lightly and our conclusions have only come as a result of many visits to many locations throughout the chain. Catering to families is in theory a prime objective of this chain, but they miss the mark in so many areas that it is now on the avoid list.

Friendly’s restaurant, made popular by its tasty ice cream (we don’t dispute that) has become an abysmal failure in all other aspects. On each of our last three visits, the service level was disappointing, from the host/hostess right to the server. On our last visit, we waited nearly 5 minutes to be seated while employees were chatting just feet away. Apparently, it was not their job to seat customers. Our server was no better. After waiting about 20 minutes for a drink that she clearly had forgotten, I decided to inquire. Sure enough, not only had she forgotten it, but casually acknowledged her absent mindedness as if it happens all the time. Forget an apology, I was lucky to get my drink. Add several other lapses in service and our visit left us never wanting to return to this Friendly’s restaurant again.

Let’s face it, the food doesn’t really provide a good value for your money either. At $8.99 for a hamburger and french fries, Friendly’s pockets as much as other restaurants with far better fare. The kid’s meals are no value either. At $5.50, you do get a drink and ice cream in addition to the meal, but the quality and portion size are hardly stellar. A cut up hot dog or industrial boxed mac & cheese hardly make for a nutritious meal. The only real reason to visit Friendly’s is for the ice cream.

This wasn’t an isolated incident. Just a week ago, we listened to a similar story from yet another disappointed Friendly’s customer. Upon arriving to place a take-out order this customer waited about 5 minutes before being assisted as she watched the manager chat it up with a friend just feet away. Adding insult to injury, she was charged $5.50 for a tiny portion of mac & cheese and a side of apple sauce. What – no drink or ice cream?

The problem appears simple – Friendly’s restaurants are seemingly infected with disinterested employees and management. Add mediocre food at premium prices and there isn’t much reason to visit. I speak with my dollars and they are going elsewhere!

On October 5, 2011, Friendly’s filed for Chapter 11 bankruptcy protection. Sixty-three restaurants closed as a result.

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Once in a while we agree to do guest posts for other blogs. Today one of those posts was supposed to go live, until their account was suspended. My fellow bloggers will agree that navigating the online world is a challenge at times, but hey, we love what we do! Enjoy our essay.

It was late in the evening and we’d spent much of the day zipping along the winding country roads of County Mayo in the West of Ireland, dodging a sheep or twenty along the way. A typical dreary day in Ireland, the rain pelted the windshield as I squinted to find the entrance leading the way to our salvation.  Meandering up the secluded drive, we were bursting with anticipation.  It was a full house and we were the last to arrive.

As I searched aimlessly for a spot to park our micro-rental, a gentleman, dressed rather smartly and supporting a large umbrella waved us down.  “We’ve been waiting for you, sir.”  Huh?  “We’ll unload your luggage, reception is waiting.”  Still a bit shocked, we made our way under the safety of his umbrella to a lovely sitting area inside reception.  After a brief shuffling of papers, our chambers were awaiting us.

The door slowly opened to reveal a well-appointed guest room with an expansive view overlooking Lough Corrib.  A far cry from the small, but charming guest house we had visited the evening before, we could definitely become accustomed to this.  It was still early enough to catch a song or two and a Guinness in the Dungeon Bar buried in the “basement”.  Local Irish performers entertained the crowd with classical music and upbeat melodies with a few Irish tales thrown in for good measure.  It was a wee bit late and we had a long day behind us, so settling into our cozy bed with fine linens was our next and last stop for the evening.

The following morning we awakened to rays of sunshine peeking through the thick stately draperies shielding the outdoor paradise from view.  We admired the vast lake and but a small expanse of the sprawling estate as we prepared for our day.  It was breakfast time and we were famished.  As we made our way to the palatial George V dining room, we were greeted several times by staff members as if they had known us for years.  With an offering of fresh baked pastries, fresh fruit and perfectly poached eggs, breakfast was a feast sure to satisfy us well into the day.  As we prepared to depart breakfast, I foolishly asked “Do you need to know our name or room number?” “We know who you are” was the simple response.  “Have a lovely day.”  Okay, now I began to worry that our photos might be pinned up like wanted posters at reception.  How did they know exactly who we were?  Perhaps they knew the gentleman who had escorted us in last evening – oh well, the rain had subsided for the moment, so we  seized the day.

With countless activities to choose from on the estate, golf, equestrian, fishing, we chose falconry.  Making our way down the winding paths, through a wooded area, to a secluded part of the estate, we arrived at a simple old stone cottage where we met our teacher and guide.  After a few pointers and a few pieces of essential protective gear, we were on our way.  Who knew that these broad winged creatures could find the tiniest morsel of fresh chicken hundreds of feet away.  It was a good thing that we had already eaten breakfast and that these hunters preferred chicken.

A quick tour around the castle grounds and we were ready for another day of exploring the countryside.  As our new friends bid us farewell, we continued to wonder – how did they know who we were?  I suppose that is what makes Ashford Castle more than just another hotel.

Disclosure

While attending a travel writer’s conference this weekend I literally ran into the NYC Gay Pride Parade. Being the inquisitive writer that I am, I instantly saw a story in the making. I know, you’re thinking – how the heck does Gay Pride fit in with family travel? I had the same question when I began this article.

Inspired by an amazing presentation by blogger Gary Arndt from Everything-Everywhere earlier that morning, I just started snapping photos. As I meandered through the forming crowd, I thought – this is silly – I’ll never make a story of this, never mind a story that I can actually publish; I kept walking and snapping nonetheless, trusting my instinct that the story would find me. There were people of all shapes, sizes, and ethnicity. Some wore colorful clothing, some wore less clothing, others were dressed for a formal ball, but most of them were dressed much like me (which is usually pretty boring). There was one common thread that permeated the crowd, however, and that was excited anticipation.

I started to look for families – who are they and what is their story. I was convinced that there had to be families ready to enjoy the festivities – after all, this is a parade. I must have walked a mile, searching the crowd, when the parade came to life with a roaring cheer and nearly everyone lurched forward to peer up the road to see the first participants. Affectionately hawked as Dykes on Bikes by the colorfully dressed young men in skirts who were perched atop the grandstand, the bikes roared and the crowd cheered.

Just as I was about to abandon my quest, I looked up and there in front of me were two kids who were dancing and bobbing to the racing tune that sent the crowd wild. They were part of a float that continued to entertain the now growing crowd. Just at that moment, I noticed a young Asian woman pushing a cart loaded with Pride flags and other trinkets. By her side was her young daughter who seemed fascinated by the festivities. A short way down the road a well dressed family pushing a stroller was exchanging pleasantries with a neighbor – “Happy Pride” they exchanged.

As I circled back to the beginning of the route, I watched the fleeing tourists, some seemingly fleeing in fear while others in bewilderment. On my final leg I discovered several families proudly pressed up against the metal barriers waiting for the next bit of excitement to come along. Mothers with sons, mothers with daughters, fathers with children – families enjoying a parade.

I began to think about how similar this journey was to traveling around the world. The social contrasts, the cultural balance, diversity – some of the same reasons we travel, the same reasons that we share travel with our kids and the same reasons that these families share Pride with their children. The more we are different, the more we seem the same. I was grateful for the chance to have found family in what some may describe as an unusual place – it gives me hope for a new generation of travelers.

Disclosure

A couple of weeks ago, as I was sitting in the bank for almost an hour trying to get a simple task completed, I started to think about all of the insane fees and policies that banks thrust upon us for the priviledge of holding our money.  Over the last 20 years, I’ve probably dealt with more than a dozen banks, some by choice and others because they were forced upon me as the result of a merger.  Just when you think you’ve seen the most insane policy ever, a new one appears.

How about the bank that didn’t let a joint account holder deposit a check payable to (and endorsed by) the other joint account holder into their joint account.  Um, but it’s my account…not anymore…closed!

What about a bank that cannot accept a deposit (by check) in excess of $150,000 – are you kidding?  Oh well, there are plenty of other banks out there.

And what is up with the bank that has acquired so many other banks that transacting business requires special market codes and cost centers…we just want to send a wire…here is our account number.  One hour later they’re still working on it…no wonder they offer free coffee in the lobby.  Another hour of my life – wasted!

Have you ever accidentally bounced a check?  Why is it that the bank clears the one check for a large amount and returns the other 5 checks for small amounts?  Oh yeah, so they can charge you more fees (for each returned check)!

The best part is when you close an account but they continue to charge service fees…gee that only took 6 months to resolve.  I suppose that I should be grateful that I got my money out before they took it all to cover all of the fees.

What crazy stories do you have?  We’d love to hear from you!

Disclosure

As part of our Focus on Customer Service, this time around we’d like to highlight T.G.I. Friday’s.  Let me start by saying that we enjoyed dining at Friday’s long before we had kids; however, since then, it is one of the few places that we can go where the food and service are consistently excellent and we’re made to feel welcome, regardless of our family status.

This past weekend was no different, but the experience prompted me to give them my public thumbs up for their commitment to providing excellent customer service.  An endorsement from us, by the way, isn’t easy to achieve, so the businesses or people that we feature are definitely doing something right.  Anyway, on to the review.

We arrived at the Friday’s in Flemington, NJ shortly after 4PM on Saturday for an early dinner with family that was visiting from out of town.  I find that by planning an off-peak visit, families receive more individual attention and create less of a disturbance (we try to be respectful of those dining sans kids).  As usual, we were greeted promptly and seated in a very family friendly booth.  One of the reasons that we believe Friday’s is so family friendly is that many of the restaurants have booths with high sides and backs, thwarting any aspiring ball player in your party from throwing anything and everything into the next booth, not that we know anything about that.

In addition, Friday’s kid’s menu is well rounded and presents some healthy options while still providing a very good variety.  Each kid’s meal comes with an entree, side and drink.  We always like the “combo” (offered up for around $5-$6) and appreciate that it doesn’t come with a dessert, so we can keep the sugar level low.  With kid friendly staples like pizza, grilled cheese, mac and cheese, pasta, hamburger, etc, they keep it simple, which appeals to most kids, including ours.  Healthy sides like salad, carrots, mandarin oranges and fruit salad help to balance the meal.

On this particular visit, we were fortunate to have a waiter that loved interacting with the kids.  Honestly though, we’ve always found the wait staff to be extra friendly at Friday’s (which is why they’re being featured).  Unfortunately, we can’t say that of every restaurant that we visit (for example, Ruby Tuesday’s gets a big thumbs down).  When you have kids, having the door held open is a luxury and the staff at Friday’s rarely disappoint.  Overall, Friday’s layout, booths and kid’s menu make it a great family friendly restaurant.  However, their commitment to customer service is what keeps us going back; keep up the good work!

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