I just got back from my local IHOP and I am IHOPPING mad..
I considered letting the matter just ‘ride’ and being silent about it. But that’s what most other people would do and that’s what allows companies to leave matters messed up year after year … even if they might be inclined, with a little prodding showing that something is important to significant numbers of their customers, to fix them.
All too often we say “I’m only one person, what could I say that would possibly matter?” in a defeatist tone of voice and the little guy inside of us shrugs its shoulders, defeated again. But why is that? Because the voice inside sabotaged the meaning we could have brought to life, the person we could have been, our right to have and express a viewpoint.
Now try “I’m only one person, what could I say that would possibly matter?” again, with the focus merely on choosing your words well, for their effect. So that they WILL matter.
So here, without further ado, is a copy of the letter that IHOP is going to find in its fax machine in the morning.
IHOP Restaurant Support Center
450 N. Brand Blvd.
Glendale, CA 91203
P: 818-240-6055
F: 818-637-3131
Dear Overworked Support Center Staffer,
You have my sympathies. Do I have your attention?
Tonight I went to the IHOP on Middlebelt Rd. in Livonia, MI and, in the process of ordering, asked about the availability of dietary information. After consulting with the manager, the waitress told me that I could find the information on your website. But when I got home and online, I found this instead:
http://www.ihop.com/index.php?option=com_content&task=view&id=21&Itemid=5
» Is nutritional information available?
Currently we do not offer this information on our website. IHOP offers a wide variety of food that should allow most people to choose a meal that suits their dietary needs.
Oh, really? How? Psychic readings?
Without this information, THERE IS NO WAY to choose a meal that suits my dietary needs. I don’t know how much salt was in my dinner, how many calories, fiber, protein, carbohydrates … NOTHING! My nutrition books don’t list “little pieces of beef floating in some kind of brown liquid”. Do yours? Nor is there an entry for “some dry-looking mashed potatoes” or “a little corn”.
IHOP is not a small company … it has the resources to provide this information. And, for that reason alone, if for no other, there is no excuse for NOT making it available.
I have a couple blogs (readership ~30,000) that I will be posting this (and any response from you) on.
So, no, you probably don’t want to just crumple this letter up and pretend you never got it.
To paraphrase your website: “The Metropolitan Detroit area offers a wide variety of restaurants that should allow me to choose a meal that suits my dietary needs.”
Too bad that IHOP isn’t one of them.
You are the only restaurant I know of that seems to have too many customers.
Sincerely,
December 6, 2009
Well, that’s my story and I’m sticking to it. If any of you want to write them a consoling letter or even mirror my sentiments, go right ahead … their contact information is at the top of the letter. I couldn’t find an email address on their web site, but I’m sure that at least some of the 30,000 readers who stop by here from time to time have fax machines.
– Bill