Like Buffalo Wild Wings learned from me, dessert coupons from wing places don't fly well with me.
I recently voiced my concern to them... my love for this place will never die.
(The Anaheim location actually holds a special place in my heart, not because I used to go there so often, but because I made some magic in their parking lot... but that's a story for another day).
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Original message to Hooters in Contact Us area of their website (8/23/2012)
Hello My Beloved Hooters,
I am writing you with a bit of disappointment. I am a proud Hoot Club member that appreciates the emails and updates of the goings on of the restaurant.
My anniversary of the Hoot Club membership has come up and I was blessed to get a free dessert coupon. However, I don't go to Hooters for desserts :(
I go to your beautiful restaurants for the delicious wings (or anything with your wing sauce) and beer. In my lifetime I have never ordered a dessert from yourmenu, and frankly didn't know a dessert menu existed.
Do you have the statistics of how many people order dessert? I am just curious why I am getting sent a dessert coupon when you can offer so much more at the same price.
I hope you understand where I am coming from. I'm not a dessert person so I don't know that I can use the coupon. I'm more of a salt guy, and definitely a wings guy.
If there's anything you can do, it would be greatly appreciated. Hope to hear from you soon, as I will be at your beautiful establishment next Friday for my fantasy football draft (what a Friday, am I right?!?! Football, Hooters and Beer = Heaven).
Thank you for your time and God Bless America.
Wingingly Yours,
Jon
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Message from Hooters Support (8/25/2012)
Dear Mr. Castillo:
We at the Hooters Hotline received your comments regarding your Hooters Email Club Coupon. We genuinely apologize for the dissatisfaction and appreciate your taking the time to write us. Feedback such as yours helps us identify ways to improve in our continuous quest to deliver the ultimate Hooters guest experience.
Because we want to share your remarks with our restaurant, we have forwarded your message to the appropriate contacts for direct follow up with you. Our desire is to make Hooters your choice once again for terrific food, beverages, and fun.
Thank you, Mr. Castillo, for sharing your comments. We apologize again and look forward to making your next Hooters visit a pleasant and memorable one.
Should you like more information about us, please visit us on the Web at www.hooters.com.
Sincerely,
Kay
Hooters Hotline...We give a Hoot!
P.S. Please retain the ticket number located below. This will help us locate your information should you need us again.
8001773888
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Follow-up message to Hooters Support
Thanks Kay,
I appreciate taking the time to show your loyal customers that you care about our feedback. It really means a lot... being ignored is the worst feeling in the world.
Can't wait to receive a follow-up. Do you think it will be before Friday? Also, do you have the statistics about the dessert ordering? In my line of business I do a lot of data analysis and I am curious to know what the statistics are... surely each location reports their sales through a POS system and you have a corporate report to monitor what is selling well, right?
This type of stuff interests me since I'd like to think one day I can open a restaurant for kicks when I'm a lot older. I would change my name to Gordon and yell at everyone in the kitchen: "this tastes like 5 day old play doh!" "what you consider food, I consider guano!"
I would work 7 days a week and spend all my time there, eating and drinking all our inventory. Then I can get on TV with the real Gordon Ramsey on Kitchen Nightmares.
But I digress (dreams).
Again, thanks for the time and I hope to receive that follow-up soon...
Stay Saucey,
Jon
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Message from Marketing Director (8/30/2012)
Hi Jon,
Let me first apologize for not getting right back to you. I am the Marketing Director here at West Coast Hooters and have been traveling all week so I haven't been able to respond. A manager at Anaheim Hooters said he tried to reach out to you, as well, and has 10 free boneless wings ready for you on your next visit. Did you receive anything from him?
I appreciate you taking the time out to write to us and provide your feedback. Our Hoot Club offers a few different kinds of coupons depending on the occasion. We do have great desserts but I can understand not everybody likes them.
This time of year we actually have some great deals going on that you can take advantage of, including Countdown To Kickoff specials. I attached the specials so you can take a look. Also, on Monday, our Labor Day special is 20 boneless wings for just $9.99.
The manager over at Anaheim Hooters will reach out to you again today. Enjoy your wings and thanks for being a loyal guest!
Jessica XXXXX
Director of Marketing
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Email Correspondence with the Anaheim General Manager (8/30/2012)
From: Hooters of Anaheim <ahmhooters@hootwinc.com>
To: "djtwanza@yahoo.com" <djtwanza@yahoo.com>
Sent: Thursday, August 30, 2012 8:38 AM
Subject: Boneless wings for dessert
Hi Jon,
My name is Scott XXXX, I am the General Manager here at Hooters of Anaheim. I am very sorry to hear that we did not respond to you in a timely manner. That is unacceptable and I apologize. I see that you are fan of Hooters and our wings sauces. I would be more than happy to give you 10 boneless wings for dessert. Please ask for me when you arrive tomorrow. I am looking forward to meeting you.
Scott XXXXX
General Manager
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From: greg johnson [mailto:djtwanza@yahoo.com]
Sent: Thursday, August 30, 2012 12:43 PM
To: Hooters of Anaheim
Subject: Re: Boneless wings for dessert
Hi Scott,
No worries! I wasn't upset, I was just hoping to see if I could get a response prior to tomorrow, thanks for reaching out. And thank you very much for the offer! I really appreciate that! I will ask for you when I arrive (will be the football draft group).
Thanks again Scott! If you've been a GM there since 2009 I have a funny story to share with you regarding that year.
Regards,
Jon
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I have not been the GM since 2009. I actually got here last year in September. I am always up for hearing a funny story. Looking forward to hearing it tomorrow night.
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I'll be visiting the restaurant tomorrow night and update with photos soon.
(And possibly sharing the story I will be sharing with the GM tomorrow evening).
#Winging
- Note: last names hidden for privacy
