Big Shot Bob's House of Wings - Ellwood City — Restaurant in Ellwood City

I have had really great experiences with the food at this location. I have also had not so good meals.The staff is also really good on the phone. Unless you call about a mistake. They took it very personally when I called in. The tone could be perceived at times as agressive. They also refused to share any fault for what happened. What took place was not a big deal but it was handled in a very uncomfortable and confrontational way. I am very passive when it comes to a mistake at a restaurant because I have some experience in kitchens and interaction with customers and working on phones. I know how hard it can be to do your best all of the time and get complaints anyway. You can not make everyone happy and I am sure even the one star reviewer doesn’t expect you to. But we all expect you to try. I can help you if you will read the information below and share with your team.

The below situation is not what occurred on my visit but a guide to help with verbal communication skills.

Word Choice when dealing with a complaint:

“Thank you for calling big shot bobs how may I help you”

“Hello I ordered wings and they are burnt.”

Negative Response:

“Sir excuse me but that is impossible our wings are all the same size and the frier is on a timer and the oil is always at 370 we never make mistakes.”

This does a few things. Your intention is not too make the customer seem wrong but to let them know all that you do to ensure them a great experience.

But what happens is the customer feels bad and they feel like you do not respect what they had to say or that you even care about there experiences at your restruant

Positive: Response

Sir or ma’am I am sorry that we have failed to maintain expectations during your visit I hope that we can make it up to you in future visits. Please come back and give us another try.

At this point if you would like to offer something you can but we don’t always want something more than acknowledgment that a mistake was made and that you care about ensuring a better experience.

Signs of a negative tone slow drawn out breathy responses.

Where as a higher pitch and slightly faster and deliberate dictation is perceived as positive.

The psychology of dealing with customers is not exact but they mostly want the same things. The above situation is not what occurred on my visit but a guide to help with verbal...

The staff that I spoke over the phone with was extremely Rude. Didn't try to resolve any of my problems and hung up on me twice. Called again and then ignored my calls. Then called from a different number and still refused my call. Im am a professional Chef. I would never allow that attitude or conduct of their actions ever occur. Very unprofessional and very disappointing I will never be attending or giving one cent to that company any longer. Such a shame That a few people's bad attitudes can totally ruin it. I will be telling everyone I know in the restaurant industry go in the restaurant industry and all of my friends exactly what occurred and never ever ever waste their time calling and or going there to eat. Such a shame companies will allow employees to act that way with no repercussions. So at the end all of this . I paid for my food, Didn't get any food if you can avoid it. Never in my life have I had this big of an issue...

⭐️⭐️⭐️⭐️⭐️ Big Shot Bobs – Ellwood City is a Hidden Gem!

If you haven’t been to Big Shot Bobs in Ellwood City, you are seriously missing out! The wings are absolutely phenomenal — perfectly cooked, sauced to perfection, and the flavor choices are out of this world. Whether you like sweet, spicy, or something bold and unique, there’s something for everyone.

But what really makes this place stand out is the customer service. The people here are so friendly, welcoming, and genuinely care about their customers. You can tell they love what they do and it shows in every interaction. They go above and beyond to make sure your order is right and you leave happy.

Support local and treat yourself to some of the best wings around — Big Shot Bobs in Ellwood City never...