stopped at Denny’s restaurant for the dinner, the manager should have never said no to such a big group for food as it is just unethical and also when they knew that they all are from same community with which they were already having issues and they might get offended. Also, such a big group should always inform the restaurant manager before arrival that they would arrive at specific time so that the staff can make arrangements for them. Moreover, they could have followed the tagline like ‘Recognize the whole human race as one’ and must have endorsed such taglines through media, banners etcetera to make everyone believe that they do not promote any kind of racists acts. It is very important to treat everyone equally these days as countries like America and Canada are having a diverse population from different nations. If they would not treat everyone equally, such incidents would continue to happen, and it would be very difficult to maintain peace and harmony in such countries. Recommendations: What Denny’s can do now to maintain equality?
6 DENNY’S AND CUSTOMER SERVICE Denny’s should continue to organize training programs for their management and staff in which they would learn the lessons of equality and how to serve customers in order to make them feel special and loyal towards franchise. If they manage to serve their every customer with full satisfaction, it would automatically improve their image in the business and society. It would not only improve their image, but also the sales of the company which would be beneficial for them. They must provide the feedback form to their customers so that they can get the genuine reviews about their food and waiter/waitress who served them. In this way, customers would feel that they are being taken care and if they do no find anything appropriate, they can report through the feedback form. It would improve the bond between company and their customers. Denny’s can start some social organizations which would help the needy people in the society. Also, they can opt to provide educational grants to the students who cannot afford their higher education but can do something extra ordinary in their life. However, they can also provide free meals in the school which automatically promote their brand. In this way, they would continuously remain in touch with the general public and it would help them create a special place in the society of commoners and repair the damage caused to their name (Sagawa, S. 2001). CONCLUSION: Overall, there were many incidents where acts like racism and discrimination were reported. Also, Denny’s could not able to meet the services expectations as they were continuously facing such incidents due to which the goodwill of the company was getting damaged. Every business runs on the loyalty of their customers, so it is very important to ensure that their
7 DENNY’S AND CUSTOMER SERVICE customers remain loyal towards the franchise. Therefore, Denny’s should follow the concept of diversity in their management and servers as they would get to know that how to live and behave in the diverse society.
- Summer '17
- Prof Farshad Salman
- Business Ethics, Denny, DENNY’S