Submitted to each via webform, going to mail copies to various corporate addresses...

Hello, I am writing to both of your fine establishments today to share of an episode that one of you will find unsatisfactory and that one of you will hopefully find quite pleasing.  Yesterday, my girlfriend & I had an experience at both restaurants back to back yesterday, and we found them to be quite opposite.

After a long day & a long drive from up north on a return trip to home... we decided to stop off and get dinner by the new Pittsburgh Mills shopping district in Tarentum.  In pulling off of the highway shortly after 6:00pm, Steak 'n Shake came into view quite quickly, and we decided to go there to quench our appetite.  We frequent the Steak 'n Shake establishments quite often at the Waterfront in Homestead and in Robinson Township, and have rarely if ever had any negative experiences.

Upon entering Steak 'n Shake, we stood for only a few short moments before we were seated by a surly hostess or waitress.  We looked over the menus as we waited for someone to come take our drink orders...  Usually the Hostess does this at other Steak 'n Shake locations that we've visited.  But, as we waited... the waiting turned into waiting for them to come take our drink order and our meal order.  We waited for 10 minutes, watching a waitress come to the table beside us twice to ask if everything was okay with the customers' meals.  Then, in came some customers after us... and they were given menus, drinks, and had orders taken within 5 minutes.  Still no one came to greet us.  The hostess didn't even say "hello", just "two?" then we assumed to follow her to our seats.  I was ready to just get up & leave, but my girlfriend Bethany insisted that we let the manager know how his enterprise is being run.  So...  We did ask the girl at the cash register to speak to the manager.  A man came out to hear our tale of inhospitality, then as he was offering to personally take our order if we would only have a seat... another man that appeared to be the actual manager came out... and looked at us dumbfounded as to why we might be upset... and halfheartedly repeated what the first man now appearing to be our waiter was saying.  At this point we would not have found anything to make that experience more enjoyable, so we respectfully declined the invitation to stay and the promise that we would have our food inside of 10 minutes.  This offer was too little too late.  We would have not been angered if the place was busy... but there was only a mere scattering of customers about, and it seemed like the employees were stepping over each other.  The thing that turned impatience in to anger was that customers who arrived after us had their drinks before we were even asked what we would like.

After departing Steak 'n Shake in some state of disbelief at the poor service from one of our favorite chains... we noticed that an Eat'n Park was nearby.  So, hoping for the best we decided to head on in.  We were greeted with a friendly hello from the hostess as soon as we walked into the door, and noticed the nice new style of the restaurant as compared to the ones we frequent in Dormont, Squirrel Hill, or other areas in the city.  As soon as we were seated, a young waitress named Gina came over to take our drink orders with a smile... and was back very quickly.  After our dinner orders were taken, I went to the salad bar, came back, and Bethany's cottage cheese had arrived.  As we finished our appetizers, the main meal arrived... and we both noted that we were served our main course in a shorter amount of time than we had sat waiting for service at Steak 'n Shake.  Shortly thereafter we were asked if the meals were okay, brought refills, given boxes to take home our leftovers, asked if we wanted dessert, and given the check.  All the while the server was very friendly and sincere.  Eat'n Park should be proud to have employees like this, and hope that the rest of them live up to these standards.  Steak 'n Shake should require that all of their employees go to eat at Eat'n Park to learn how to treat customers.  I left what I hope to be a gracious tip on an inexpensive meal, and hope that it acts as incentive to keep treating customers with the warm courtesy & respect that we were shown...  you never know who might be having a bad day as they walk in the door.  Our experience at Eat'n Park completely turned our mood around, and set the tone for a pleasant evening.

I was going to write two separate letters, but I decided to go with one... so you could each see the other side of things.  Also, the stories have everything to do with each other as an experience in dining (or lack thereof) on the whole.  We will be staying away form that particular Steak 'n Shake, as Eat'n Park has become our restaurant of choice in that area.  Hopefully the service at other Steak 'n Shakes stays pleasant, as we really do like to eat there also.  I would like to hear all of your thoughts on our ordeal if you can find the time to respond.  I would also like to thank you for reading, and wish both of your restaurants the best of luck in the future.

Candidly,
-ERiC AiXeLsyD