How TGI Friday's Excellent Customer Experience Won Over An Unlikely Prospect -- Me!
November 18, 2015
By Tammy Sachs, CEO
Last Friday night, while stuck in the Atlanta airport , I stumbled into TGI Friday's, the only place open to sit down for dinner. The thought of finding something I could eat or drink there seemed highly unlikely. Between my gluten intolerance and healthy food choices, I'm the type of person that hasn't stepped foot in a "fast casual restaurant" chain in 15 years. This experience was a game-changer.
First, I was greeted by a gracious hostess who took me immediately to a quiet table and stowed my bags. To my delight, a lovely waiter told me they had gluten-free food and drinks. He said their hamburger buns are made by Udi's the best gluten-free bread on the market -- and to try the sweet potato fries, healthy and not greasy. He also recommended Angry Orchard Cider, a top seller he thought I'd love (who knew they'd have craft cider?) He was right on all counts and the extent of his knowledge and training frankly blew my mind.
Then he told me to register with a code on my smartphone to get $8 off my bill. Why not? The plane was late. Five minutes later, my bill was reduced and TGI Friday's had me as a registered customer -- something previously unimaginable. Best of all, the manager approached me as I was leaving to ask about my experience and if I had anything I'd improve.
Folks, this is not a Mario Batali enterprise. It is TGI Friday's -- a place I associated with loud sports bars, Bud Light and ribs. Beyond the food, (which rocked) their end-to-end customer experience was truly delightful and their real-time incentive to register me, successful.
I found my new go-to choice on the road thanks to a delayed flight and a truly awesome experience. Give it up for Friday's!