Customer Service

Posted Sun August 21, 2011 10:32 am, by Jeanne D. written to Cracker Barrel Old Country Store, Inc.

Write a Letter to this Company

Yesterday, my family and I visited your restaurant in Lancaster, PA and I wanted to let you know how pleased we were with our visit. All of the staff with whom we encountered were warm and friendly and made our visit very enjoyable.

Even when we asked to have the pancakes replaced because the first ones were rubbery, they were immediately replaced and our waitress was very pleasant about it, despite the fact that she was clearly extremely busy. A manager even stopped by our table to make sure the replacement pancakes were okay.

Our visit to your Lancaster, PA restaurant was totally opposite from our visit to the Elkton, MD Cracker Barrel 2 months ago. At that time, I was so angry after that visit that I wrote to you to describe all the issues we encountered. 2 Months ago, every single employee that we encountered was extremely rude to us and when we asked for a manager, we were even told there was no manager available! Therefore, it was clearly not just one person having a bad day, and since there are so many restaurants to choose from, my family and I had made the decision not to return to a Cracker Barrel again; however, I wrote to you to describe the details of that visit and to suggest that you provide customer service training to all of your employees.

Were it not for the voucher that we received in response to my letter 2 months ago, we would not have chosen Cracker Barrel yesterday in Lancaster.

I don't know if staff at different restaurants are trained differently; however, I do know that my entire family was pleased with our visit yesterday morning. It was actually comical because we kept comparing how we were treated by the hostess, waitress, and cashier in Elkton with the same staff in Lancaster. Yesterday, we even had another waiter come to our table to clear some of our dishes because our waitress was so busy! In Elkton, at the time we visit, the restaurant had very few people there, so our waitress was not busy.

Therefore, I wanted to write this letter to let you know that after yesterday's breakfast in Lancaster, my family has changed their minds about not eating at Cracker Barrel again. I don't think we will return to the Cracker Barrel in Elkton, even though that one is closer to our homes. However, I wanted to let you know how great your staff is at the Lancaster, PA Cracker Barrel.

Thank you.