The Branded Customer Experience

If you look at reviews about the Waffle House, the experiences are great as well as terrible.
Complaints are mostly about the poor cooking or the filthiness.
But also a lot of pros are mentioned: fast, inexpensive and friendly.
The big difference is where the establishments are placed, because every establishment attracts different kind of people. This requires a whole other way to serve.

We mentioned the Waffle House to local people. Some had never heard of the Waffle House before. Others knew this company, but didn’t know where to find it (we got a lot of wrong directions).
Positive reactions were:
A woman, who was working at the information desk at Phoenix Sky Harbor Airport, told us that her grandson loves to eat there. She doesn’t eat there herself, because she bakes her own waffles.
A taxi driver also mentioned he like the food of the Waffle House.
At the bus stop, a young man said he really likes eating breakfast at this company.

Some people, who want to visit the Waffle House, expect too much. That’s why we think there are bad reviews; they are disappointed. But if you don’t expect that much, you can’t be disappointed.

We also went to the Waffle House. If we had to place a review, it would be 5 stars!
You can read our experiences at ‘Mystery Guest Research’.