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Case Study Analysis

What was experienced in the case at the Olive Garden restaurant in Mishawaka, Indiana, is something many of us can identify with, which can be classified as a bad customer service experience. In this case Mr. Wallace, whom has had great experiences dining at the Olive Garden in the past, selected to eat at the Mishawaka location on a Tuesday with his daughters and father. He walked into the Olive Garden with expectations that his experience would be very similar to those he had shared at other Olive Garden locations in the past. Unfortunately, his experience was filled with the lack of service which resulted in extensive wait time, unsatisfying food and rude employees. He decided to share his experience with the manager, whom surprisingly showed no empathy and made unexpected snide remarks. The manager actually alluded to the assumption that Mr. Wallace was complaining because he may have been looking for a free meal. Mr. Wallace was so upset about the manager’s behavior and the experience he and his family had shared, that he wrote a letter to the President of the Olive Garden Restaurant Division. Mr. Wallace genuinely like the Olive Garden Restaurants and felt it was necessary to share his “bad service” experience.

It is clear that there were several critical business and communication issues that occurred during Mr. Wallace and his family’s dining experience. The key issues were the lack of service which resulted in extensive wait time, unsatisfying food that was served and most importantly the attitude of not only the staff but the manager as well. These key factors contributed to the overall bad customer service experience.

The lack of staff presence occurred several times during Mr. Wallace visit. When he arrived there was no host to great and seat his family. After finally being seated, there was a ten to twelve minute wait before a waiter took their order. Also, there was a twenty minute wait before the food arrived and lastly...