In a recent blog post entitled “Kildare’s Irish Pub – What do we do with you? ” which can be found here http://wp.me/p1FpfB-1pS , I wrote about a recent visit during the University of Scranton’s Parent’s Weekend. I sent a copy of the blog to the Dave Magrogan Restaurant Group which owns and manages Kildare’s and several restaurant brands. My goal was to inform them of our experience. The balance of this blog is the email that I received from the new general manager at Kildare’s.
Good evening Mr. Davitt,
I hope this message finds you well. I received a copy of your blog that was sent to Dave about your families recent visit to Scranton. I have to
say it is nothing less than embarrassing. It is truly unfortunate that we missed the boat on so many steps of service, not only your family,
but more than likely so many others.
First off, please accept my personal apologies for the service you received. Simply unacceptable, next allow me to thank
you for taking the time to share the experience with us.
Your experience was unacceptable and has already been addressed with the managers of this location as well as the entire staff, as your
direct comments will be shared with them at our daily pre-shift coaching sessions to ensure a similar situation does not occur in the
future. Actual guest experiences send a powerful message to our managers and staff; they learn from it.
Thanks so much for allowing me this opportunity.
I have just taken over as the District Manager of this location for a few reasons, Scranton needs leadership to put it back on track and I
have the experience to help do just that. I have been in charge of the Doc Magrogan’s Oyster house in Montage for the past year and a half and
we have built a great team up there while developing a great reputation. We have done that because our staff knows our guests are the reason we
exist, and also will allow us to grow or fold if we fail to hold our high standards. Finally I am from the area and have developed some great
relationships throughout the years by doing the right thing or making it right.
Dave Magrogan and I talked and he wanted you to know that we are going to put Kildare’s back on track. I am hoping that I may get a chance to
make it right with you and your family. If you have time out of your busy schedule I am hoping you can give me a call so that I may apologize
personally. You can also send me an email if you would like to as well.
I hope to hear from you soon. Thank you in advance.
Joseph T. Kenney
General Manager
Doc Magrogan’s Oyster House
7011 Shoppe Blvd.
Montage Mountain Moosic, Pa
FRESH STARTS HERE
