"We had a family dinner at Longhorn Steakhouse following welcoming out of town guests for the weekend. The service we received from the manager, Jen, was absolutely horrible. Not only was she curt, rude, and abrasive with us as we tried to make a reservation but she was like that with every single other party that walked in. Multiple parties were sat ahead of us, which was fine but as we tried to explain the situation and what we were asking for she cut me off several times, spoke over me, and was extremely condescending. One of the other servers, Danielle S., overheard what was going on and offered to put us in her section so we would be sure to get great service. Boy did we! She was amazing! When my husband found a piece of metal in his steak, the manager, Jen, told him it was fine just from the grill brush (it was not). She eventually comped the meal, but not without the same glowing attitude she had all night. Danielle S. on the other hand apologized profusely and asked us if she could do anything to make it right. We had a great dining experience with Danielle S., but if it had not been for her we would have for sure turned right back around and walked out to find somewhere else for dinner based solely on our interactions with the manager, Jen. We understand that everyone has bad days, and usually the misguided behaviors of someone are a direct reflection of their own internal battles but if you are having that hard of a day, it might be best to allow your very capable staff to handle the customer interactions until you can better manage your emotions to be a good representation for your employer."
