On June 3rd, around 4PM a friend and I went to Buffalo Wild Wings #3642 located 2942 Carlson Drive in Hammond, Indiana. It was a nice day and both of us recently hit a monumental high in our professional careers and wanted to celebrate. So why not BDubs?
Buffalo Wild Wings has always had a special place in my heart for some time now. I’ve been going there for the past 6 years, there is one not too far from my old college campus, Eastern Illinois University. The half priced wings on Tuesdays and Thursdays not only served as a time for us to splurge on chicken, but it also represented a safe space for myself and other students. We would be able to come in, let our hair down and converse about everything college and non-college related. Buffalo Wild Wings has always been a good time and it’s one never too far away...
Unfortunately, my time at Buffalo Wild Wings #3642 was not a good time. Not only did I leave feeling offended but discouraged that my once favorite chain of restaurants had been tainted. But before I start throwing out labels, let me explain.
So like I said, my friend and I came to celebrate. As an adult who now cooks seven days a week, eating out is a rarity for me. I enjoy saving my hard-earned money, but Buffalo Wild Wings usually gets a pass (it’s hard to say no to Asian Zing and Carribean Jerk, my all-time faves).
So we insert the restaurant, get seated and our waiter walks up. She doesn’t tell us her name, but let’s us know she’ll have our waters soon. Great.
As we are looking through the menus, we are chatting about the good ol days at EIU. We remember the half-priced wings and our favorite moments there. If you went to EIU, you most likely visited the BDubs in Mattoon, IL often.
Would’ve liked to see if they still did the half-priced wings, but not only did our waiter not tell us her name, she didn’t tell us about the specials for the day either.
But again, it’s a celebration. So I kept my not-so-critical comments to myself.
We are still looking through the menus and aren’t sure if we want something from the lunch side or the all day side. A few minutes later our nameless waiter walks up to take our order. After I finish mine, my friend orders. Turns out an item that he wanted wasn’t available because the lunch menu had closed.
Now I’m not displeased with that, restaurants have lunch menus for a reason. But they also have waitresses for a reason. Waitresses are supposed to inform customers on specials, deals, and potential options. Our waiter did none of the above, but then again, could I expect much? She still hadn’t even told us her name.
At this point, my friend just decided to go with something else. A Philly cheese steak to be exact.
As time goes on and we are waiting on our food, our nameless waitress walks back and forth a few times with a stack of cups in her hands. I’m assuming she was restocking them. Eventually she walks up and lets us know that another waiter by the name of Elizabeth was going to take over our table. Cool.
Now a little backstory on the restaurant and staff:
Our nameless waiter is an older white woman. Maybe between the ages of 45-50 years old. Our new waiter is a Latina young lady named Elizabeth, she looks like she is between the ages of 18-22.
The venue is pretty empty. There are only a handful of people in the establishment. Our area was clean, they had TVs playing the game and considering that it’s a Monday at 4PM, I assumed the staff would be chipper and ready to make each and every customer feel welcomed and wanted.
Okay, now back to the story...
Our new waiter walks up, says hi, is friendly and gives us our food. I get a chicken wrap with chips and salsa and my friend gets a loaded Philly cheese steak and fries. The food is great! I legit scarfed it down because it was just that good. I eventually go to the bathroom and even that’s clean! (Fact about me, I’m a stickler for a clean bathroom. If the bathroom isn’t clean I can bet my bottom dollar the kitchen isn’t).
At this time we’re full and pretty much ready to go. Our nameless waiter walks by for the 5th or 6th time with these cups she’s obviously restocking. I even caught her sweeping the floor a few minutes prior to.
Now I don’t work at a restaurant and never have. But, if someone who is your waiter decides to give your table to someone else I think it's safe to assume a few things:
Their shift is up so they're swapping with someone who will be in the establishment longer
They aren’t feeling well
The establishment is busy and they need help juggling multiple tables
At this time, I’m not only ready to go but I’m feeling unwanted. Because not only did I not hear about the specials, or get my initial waiter’s name, my friend was rudely cut off when ordering from the lunch menu (which we didn't know was over because our waiter didn’t tell us and the font size on the menu was atrociously small). Not to mention, our initial waiter, who gave our table up mid-way, was still walking around the venue cleaning and restocking items.
Oh, let me not forget to mention that my friend and I had a conversation about how this BDubs was much different from the one in Mattoon, IL. It was:
Not as friendly
Not as warm
The waiter seemed like she didn’t want to be there
Scratch that, the waiter seemed like she didn’t want to wait us (because she stayed walking up and down the aisles, restocking cups and sweeping)
Granted the food was great! But the customer service was not.
So after waiting on our check, hesitant about which waiter to ask, my friend stopped and asked our initial waiter if we could have it. She let us know that she would inform our new waiter Elizabeth. But before she left our table I made sure to get her name.
It’s Jessica.
We finish our drinks (water with lemon) and receive the check from Elizabeth. I make sure to thank her for the hospitality and being so nice. I also asked her to confirm that our previous waiter’s name was Jessica (which it was).
I then proceed to let her know that I was a secret shopper (which I am not). I thanked her again for her great service and she went on about her way.
Shortly after I made sure to take pictures of the venue (see below) and to put our plates and cups in the middle so our waiter, Jessica and or Elizabeth would have an easy time collecting the items.
Now, I hate to be a stickler, but we must address the actions and attitude of Buffalo Wild Wings #3642 worker and representative, Jessica.
Jessica was cold
When she walked up she didn’t even bother to tell us her name
Jessica did not inform us of the latest specials
Now I’m sure Buffalo Wild Wings trains their waiters to go over these kinds of things. I’ve been giving my money to the establishment for the last 6 years and I can vividly remember chipper waiters and waitresses eager to tell us about what’s new on the menu and potential items for us to try.
Jessica’s delivery seemed rushed
When my friend had to find something else to order because he was looking at the wrong menu, she did not seem too thrilled to stay at our table. And she didn't suggest another item that he may have liked.
While she was still our waiter, Jessica never came to see how we were doing.
Not a “hey, need more water?” Or a “your food will be out shortly.”
Jessica gave up our table halfway through our visit
Now I’m sure she was immensely excited to restock those cups and sweep that floor, but as a new customer to this particular location, I would hate to assume that cups and a swept floor are more important than making a lasting impression. Right?
All in all, Jessica was having a bad day. But I’m not one to point out a problem without providing a solution. So Buffalo Wild Wings #3642 here are a few suggestions from me to you:
Consider a Mid Year Retreat
I get it. It’s the middle of the year and beginning of June. You may not want to be at work. So to keep the staff morale up I suggest planning a mid year retreat to get your workers back enthused about Buffalo Wild Wings. Remind them the importance of first impressions. Encourage them to have a friendly smile and actually appear as if they want to be at work. They do get paid for that, right?
Consider Retraining Employees
Jessica really dropped the ball with not informing my friend and I on the specials you all may or may not have had. Specials are a time to roll out new menu items your establishment is trying out. But if your waiters and waitresses refrain from advertising that, customers like me, who have always loved BDubs will never know. Retraining your employees will guarantee that there are no missed opportunities again.
Hold a Diversity Training
I am a rather visual person, so let’s set the scene: Two young African Americans go to a Buffalo Wild Wings and have a white older woman as their waiter. Half way through our visit the waiter decides to give our table to a minority waitress and proceeds to stock cups and sweep instead. Interesting, right? One would hate to assume that our waiter Jessica was prejudice (definition: preconceived opinion that is not based on reason or actual experience) or even worst racist (definition: a person who shows or feels discrimination or prejudice against people of other races, or who believes that a particular race is superior to another). I would hate to assume that in 2019 two black people, college educated or not, can’t come to a Buffalo Wild Wings to celebrate their recent career accomplishments. And I would HATE to assume that Indiana is still just as racist and prejudice as it was 25 years ago.
But the cool thing about customer service is that it’s subjective. Someone else who Jessica waited that afternoon may think she did a superb job! But I on the other hand, feel the exact opposite. And I feel she acted the way she did because I’m black.
Now Buffalo Wild Wings Store #3642 located 2942 Carlson Drive I am writing this for a few reasons…
It’s in My Nature
I’m actually an affiliate marketer for a large corporation called Wayfair where I am asked to leave reviews on products and give my honest opinion. My opinions on products help other potential customers make the best decisions. Pretty much, my opinion is trusted and holds weight.
I Can Use My Words Effectively
Now someone else may have felt the need to get snappy with Jessica; give her a little attitude, be passive aggressive and make her uncomfortable. Some may have even asked to speak to the manager. But, I’m a little different. I enjoy using my words to get my thoughts across and I enjoy leaving reviews. These reviews not only help other potential BDubs’ customers but it can also help your establishment as well.
I’m Pro-Black
It’s 2019 and black people cannot walk their dogs without getting the police called on them.
It’s 2019 and black people cannot reach for their identification without getting shot and killed.
It’s 2019 and black people cannot have a barbecue without getting approached by entitled white people.
It’s 2019 and black people cannot leave from a parking lot without getting harassed (true story, check out this Youtube video to see how another entitled white person refused to let me out of a park in the front of my apartment)
Along with a variety of other countless, everyday things black people go through just because we’re black. So because I am pro-black, I want to let my other brown brothers and sisters know about Buffalo Wild Wings #3642 located 2942 Carlson Drive in Hammond, IN so they can avoid a potential uncomfortable situation from waiters like Jessica.
And no shade to you BDubs, but there are multiple well-seasoned chicken businesses that myself and other minorities can visit and get amazing chicken. AKA, we don’t HAVE to go to Buffalo Wild Wings. I didn’t go to BDubs because it serves the best chicken I’ve ever had, I went because it holds memories that make me think of my undergraduate experience. But to be very clear, I don’t have to visit any of your establishments. Especially if the waiters are anything like Jessica.
In conclusion, your bathrooms were very nice. The parking lot was clean and my second waiter Elizabeth was great! No restaurant is perfect, and I truly hope that my suggestions will help your establishment and staff. I will be putting a review on Google and Yelp (because I wouldn't be Jalyssa if I didn't) and I’ll make sure to DM your social media accounts (Facebook, Twitter, Instagram) a link to this post so your staffers across the world can be in the loop (would hate for anyone to feel left out or uncomfortable).
Thank you for the meal and I wish you all the best.
And Jessica, I suggest taking a day or two off next time you’re feeling groggy. Mental health is important and I would hate for your lack of enthusiasm to keep other frequent Buffalo Wild Wings customers from coming back, like me.
Respectfully,
Jalyssa T. Woodall
