I wrote this post about Meatheads Restaurant on a Friday night.  On the following Saturday morning, around 9am, my 10 year old was out shooting hoops in the drive-way when an employee from Meatheads Restaurant delivered an envelope to him.  Inside was a $50 gift card, that I have yet to use.
At about the same time that morning the following email appeared in my inbox.  I was so taken aback that I still am not sure what to say.  I’m convinced that the guys from Meatheads are messing with me.
Mrs. Burks,

My name is Tom Jednorowicz and I am the owner of Meatheads.  I am not one of the gentlemen that you saw/met in the restaurant.  I read your blog and, although entertained by your writing, am extremely disappointed in your experience in our restaurant. 

We have very fundamental principals around which we expect our business to be operated; Serve simple yet high quality food, take care of the customer, provide an atmosphere where people can escape a bit from the rigors of their life.  We failed in embarrassing fashion.  You provided much more than “something [for us] to think about.”   You have rattled the very foundation on which the vision for our company and culture is built.  We obviously have gotten lost in the less significant aspects of operating our business and forgotten about the most important element…You.  I assure you that your wake up call will be amplified throughout our organization.  As painful as it was to hear, your message provides an opportunity for me to reinforce what we are SUPPOSED to be about.  We will use it to create immediate change within our company and in those that work here.

I want you to know that we absolutely, positively appreciate your business…but actions speak louder than words and we need to deliver.  We embrace and react to customer feedback and now we need to demonstrate to you, and to ever customer that comes through our doors, that we are better than what we have recently demonstrated.  In all honesty I wouldn’t blame you at all if you never came to back to visit us.  I’m not sure that, in your shoes, I would.  I am going to sincerely and humbly ask you for another chance.  In hopes that it will make it a little easier for you acquiesce, I will have somebody drop off at your home today a $50 gift card for you and your family in an effort to get you back in the restaurant.  If you choose to use it you should expect a radically different experience.  No matter what you choose, I want you to know that I am truly and deeply sorry, and I thank you for your honesty.

Take Care,

Tom Jednorowicz
Meat Head Management
30 West Monroe, Suite 1000
Chicago, IL 60603

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