Olive Garden Restaurant Division

Case Analysis

Overview

Dr. Martin A. Wallace and his family had a meal at Olive Garden Restaurant in Mishawaka, Indiana. He expressed in a letter to the President of the Olive Garden Restaurant Division, Mr. Ronald N. Magruder, and their unpleasant experience. Dr. Wallace arrived at 8:15 pm and noticed there were very few customers in the restaurant. After waiting 10 minutes for a hostess, they went to the bar to find seating. (O’Rourke, 2010)

The hostess offered a table Dr. Wallace’s father had difficulty reaching with his crutches. Eventually, she led them to an unclean table and left luncheon, instead of dinner with kids’ menus. After waiting 10-12 minutes to order, the meals arrived 20 minutes later without their wine, in which they were the bar was out of wine. Dr. Wallace made two requests to get silverware and napkins. All of their meals were cold. They informed the manager and Dr. Wallace’s meal was replaced with a warmer one. The waiter departed and never returned. (O’Rourke, 2010)

There was only one other couple seated in the restaurant around ten o’clock when they finished their meals. Once again, Dr. Wallace had to go to the bar and waited 5-7 minutes for a waiter to bring the check. According to Dr. Wallace, the manager was absolutely confrontational when informed how they were treated. The manager asked if they were looking for a free meal. Dr. Wallace signed his charge slip and turned to leave when he overheard the manager mumble, “No tip, huh”? Mr. Wallace told him, “I’ve got a tip for you, friend. Get out of the food business.” (O’Rourke, 2010)

Business Issues

The restaurant did not have a hostess to greet their patrons. Dr. Wallace and his family were seated at a table that was not cleared off. The wrong menus were left with Dr. Wallace’s family. They had to wait 10 – 12 minutes for a waiter. The wine they ordered did not arrive and their meals were cold. Two requests had to be made for silverware and napkins. Once...