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Ruby Tuesday Inc. is vital to Blount County’s economy. The restaurant company founded by Chairman and CEO Sandy Beall has contributed significantly to the revitalization of downtown Maryville. The recent news that the company is losing customers and profits to cheaper fast-food chains, quick-service restaurants and casual-dining competitors is disturbing to many Blount Countians.
Beall has outlined a long-term strategy of attracting a more upscale clientele by remodeling its restaurants and upgrading its menu as part of a “five-star casual dining” concept.
The Daily Times decided to ask readers for their opinions on what Ruby Tuesday should do to ensure continuing success in the coming years.
Here is a selection of the comments we received:
Ruby Tuesday lost me as a customer about 21?2 years ago when two things happened: They changed their menu to a hamburger-based menu (who wants $15 burger/fries?). There are so many venues for burgers. ... They had great variety and selection with pastas, salads, steaks and sandwiches. Not anymore. If they want my business they need to return to a menu that offers more variety and start listening to their customers. Too bad they ruined a great dining experience. Don’t they do any test marketing?
Troy Epperson
Maryville

My husband and I use to like to frequent Ruby Tuesday for lunch. It was a nice place to meet, affordable, and a nice selection was offered. We have stopped going over the course of the past year. Ruby Tuesday has changed their menu so many times that now we feel it is an upscale burger restaurant. You can go anywhere to get a hamburger and have it cooked 100 different ways. It is also very expensive. Just to walk in and order the salad bar and a drink, an actual drink like a glass of ice tea, after tax and tip you have spent over $10. Ruby Tuesday was a great thing in the past. They decided to change a great thing. Once the remodeling happened it seems to me that the quality of the food has gone down and the prices have gone up.
Kyndra Brewer
Maryville

We read with disappointment the write-up about Ruby Tuesday changing styles. When we first moved to Tennessee 15 years ago from California, we were impressed with them, especially at East Towne Mall. The ambience was lovely, especially the stained-glass lighting fixtures. Now we hear those are being removed, and the restaurant is becoming just a “casual eating” establishment — a dime a dozen. I don’t know why there is all this dumbing down of everything in the name of profits. If I want “bargain” and no class, I’ll just stay home. And if I want the “clinical” background, I’d just as soon go to a hospital dining room — good and economic.
Mr. and Mrs. Robert Harmon
Maryville

Ruby’s was my favorite restaurant. I went there more often than anywhere else. Then I noticed changes taking place. The menu was changed, and my favorite appetizer was removed. Then it came back, but without the potato skins, and with a higher price tag. I noticed that many of the meals were removed also. But there was a burger for any occasion. Ruby’s became a hamburger joint. But I want more than just burgers. I can get them anywhere — everywhere! I want steak and chicken.
Then the atmosphere changed. Ruby’s took on the look of a European restaurant. All gloss and no warmth. I have enough of Europe. I want American.
Bring back the hometown look and the sophisticated menu. Forget the burgers. And reduce the prices so we can eat there more often like we used to. I want my favorite restaurant back.
Mike Huffman
Loudon

We used to dine at Ruby Tuesday’s at least twice a month. We no longer go there. We find the changes they made a very bad decision from the decor to the menu selections.
The restaurant used to have a pleasant colorful decor, something to look at while waiting for your food. Now it looks cheap and what is with those paintings of large hideous faces staring at you while you eat? That does not make for nice relaxing dining.
We used to be able to get a two-for-one Killian draft beer and a great burger, and this included a pickle and ketchup on the table. We just want an average-size burger, not a giant one, not a bunch of minis. I also don’t want to keep asking for ketchup from the wait staff.
We were offended to read that Ruby Tuesday wanted an upscale clientele, well, we are middle class and were regulars at your restaurant. It was like saying you don’t care for our business anymore.
There is an old saying, “You dance with the one that brought you.” You are known as a great burger place.
Terri Zimmer
Louisville

Mr. Beall’s recent comments to the RT shareholders indicate that he understands that some errors in judgment were based on a misreading of the direction of the market and/or economy in general; and that the implementation of these judgments were responsible for past and continuing disappointing results. Mr. Beall has accepted responsibility for these results as he must. Unhappy shareholders is a bad thing.
I know how competitive and unpredictable the restaurant business can be. I was puzzled by some of the changes that RT made, especially the menu, which seemed to run counter to the general flakiness of the economy. We know that restaurants are generally close to the bottom of the discretionary spending chain, and always take the first hit, in even a modest downturn. By definition the restaurant market is always uncertain, besides brutally competitive.
Fundamental to any long-range planning, and success to a corporation the size of RT, is a serious, in depth, and continuing study of the economy as a whole, as well as one’s own market sector, and the sectors which support it. Ongoing market analysis by in-house professionals or paid consultants is standard practice these days. I can’t help but wonder how engaged RT senior management has been in this area.
As an older person, and not in the target demographic of RT, I have nonetheless always found the Ruby Tuesday restaurants to have excellent food; fresh, well prepared, and presented by competent and well mannered staff in a pleasant room.
“If it ain’t broke, don’t fix it.” Maybe we have a “fix” that is worse than the perceived “broke”?
Joe Gallagher
Maryville

First, I’ve been a regular Ruby Tuesday customer since Store One opened just off the UTK campus on 20th Street about 1973. The restaurants still have the best salad bar anywhere and exceptionally friendly and helpful staff and store management. At one time we ate at a Ruby Tuesday’s here or away several times a week because we could count on affordable prices and the consistency of at least a few menu items which were suitable for our diets.
Now for the problems. My wife and I, like most middle-aged Americans fight the battle of the bulge daily, I have high cholesterol and other problems that require a low fat diet. The menu items all appear to be heavy in saturated fats and cholesterol; even the baked potatoes are coated in bacon grease. Fish is smothered in butter and steamed vegetables are coated in butter or cheese. Even the veggie burger has cheese in it and is high fat, maybe not as high in fat as those served in another well-known local restaurant which deep-fat-fries it’s veggie burger, but too high for my diet restrictions.
I know most Americans want high-fat, high-sodium meals, and I don’t fault Ruby’s for having lots of high-fat, nonvegetable items on the salad bar. I don’t have to put those on my plate. But, it seems to me the healthy part of the salad bar is the one unique thing about a Ruby Tuesday and there ought to be one or two items to accompany it for people trying to watch their diets on a regular basis. I’d like to suggest one choice of fish that’s not broiled in butter, a simple broiled or baked chicken breast that’s prepared without added fat, a black bean or other veggie burger without cheese that’s low fat and simply microwaved so that no fat is added in preparation, a choice of a baked potato without bacon grease, and steamed vegetables without clarified butter or cheese.
Gordon Irwin
Maryville

There are two main reasons why my friends and I do not eat at Ruby Tuesday’s.
1. We like to eat in the bar area of a restaurant because it is more intimate, but the music tapes are so loud and so offensive at RT’s, you cannot carry on a conversation.
2. More importantly, Ruby T’s does not offer a Happy Hour price on their wine, as Aubrey’s does. When you can now go to a liquor store in this area and pick up a nice bottle of wine for well under $10, there is no reason for RT’s to be charging over $6 for a drinkable glass of wine at lunchtime.
We like the menu at Ruby’s. Their typhoon shrimp and crab cakes are excellent, but we will continue to get them as take-out to eat at home with a nice bottle of wine from the wine shop.
Donna Swan
Maryville

Ruby Tuesday is a vital contributor to the culture and economy of Blount County. Given that the company’s headquarters is also located in Blount County, one would think that we would have the “flagship” restaurants in our area.
At one time, Ruby Tuesday’s was one of the few restaurants that you could rely on for consistently good food and service. However, there has been a noticeable decline in both of those areas in the past couple of years.
Service is often slow and shows a lack of concern for the customer’s needs.
The food, which has the potential to be excellent, is often cold and requires an extended waiting period to be delivered. The salad bar has a tendency to be understocked and items do not appear fresh.
Although a concerted effort was made to “upgrade” the image of Ruby Tuesday’s, I think it ended up being more about appearance and less about the food and service. Even if the restaurant looks nice, it’s really the food and service that counts.
How many “hole in the wall” places do you hear of that ignore the physical appearance of their location, but the quality of the food is never compromised. I’m not saying that appearance should be ignored or allowed to degrade, but it should not be the first (or at least the most apparent) priority of the company. Giving customers high-quality food and service at a great price is what will keep customers loyal.
Deanna Davis
Knoxville

We want the “old” Ruby Tuesdays back. It was fun to look at old pictures and memorabilia of the area, sit in a comfortable atmosphere and enjoy reasonably priced food. Happy hour was fun ... no one wants to pay $7 for a margarita, etc. In the attempt to upscale (and up price) you are leaving the local people’s comfort level. It is no fun for the “gang” to gather at R. Tuesdays anymore. The previous interesting wall decorations at least made waiting time fun and interesting ... one of those “Do You Remember?” experiences.
Dorothy L. King
Maryville

What I would like to tell Ruby Tuesday, and some other similar and fast-food restaurants, would be this: You need to cater to the “Medicare Bunch:” That group of people all over 65 years old who may have limited incomes, but still like to eat out.
My wife Shirley and I are 67 and 77 years old respectively, and though we live comfortably and like to eat out, we still have to watch our pennies — especially now with gas prices the way they are.
Shirley is a coupon clipper extraordinaire and her coupons save us a lot of money on groceries and at restaurants — especially those restaurants that offer BOGO’s. We also cater to restaurants that cater to us and provide senior discounts or online coupons.
Many of the Medicare Bunch who can afford to eat out also eat their big meal at lunchtime. That’s because the food items offered on the lunch menu aren’t much different from those offered on the dinner menu and they are cheaper.
With coupons and discounts, we can sometimes eat out at the same cost, or even cheaper, than eating at home.
Ruby Tuesday’s is one of our favorite restaurants. They have a great hamburger and grilled chicken sandwich; plus, a favorite of mine: a great tomato & mozzarella salad. Unfortunately, we do not go there too much anymore because their prices are a bit too steep for us. So when we do go, it’s a treat for us.
< b>George & Shirley Hunkler
Seymour

I am glad you asked the question, “What should Ruby Tuesday do?” The problem is twofold.
The first problem is the food. Really good selections disappeared and so-so items appeared. Ruby T talked a lot about an upscale menu. About half of the menu consists of hamburgers — food eaten with fingers. Food eaten with fingers is not upscale. Hamburgers are just about the most common food available at any restaurant — nothing special.
The second problem is the new decor. The former decor with the stained glass lampshades was beautiful and cozy. The walls were a bit cluttered but could have been edited. The current decor is just ugly. Perhaps the worst part of the dining room decor is the murals of the kitchen staff in the kitchen. Now why would anyone want to see those while dining? I am certain someone was paid fabulously for the interior design, but you need to ask for a refund.
Thank you for the opportunity to express my opinions. My husband and I still eat at Ruby Tuesdays although not as frequently. I am a home economist and had wondered what Ruby Tuesday’s was thinking. If it ain’t broke, don’t fix it.
Kathryn W. Taylor
Greenback

I suggest a sandwich “fixin’s” bar where I can order a sandwich meat and side dish and trim the sandwich. For example, I choose from hamburger, hamburger with cheese, bison, ground turkey, chicken breast, etc. and go to a bar to select the bun (white, wheat, etc.) and trimmings (bacon, lettuce, tomato, mustard, ketchup, onion, etc.
Tom Dowdle
Maryville

I believe that if Ruby Tuesday Restaurants would bring out a “Down Home Cooking Menu” that has several “old-fashioned comfort foods” on it that they might bring in more diners. Foods like Mile High Meatloaf on Mashed Potatoes with Onion Rings & Gravy, Baked Macaroni & Cheese with Pork Roast, Pot Roast with Home Fries, Country Fried Chicken & Fries in a basket, Country Fried Steak with Mashed Potatoes & White Country Gravy, and Steak & Gravy.
I know that our area would really love this type of food. Ask Emeril, he really loves “comfort foods” too!
Donna L. David
Maryville

I am on the road three-four days per week for work, so I end up eating out a lot. I have eaten at just about every casual dining chain there is, and try to support Ruby Tuesday’s whenever possible.
Things I love about Ruby Tuesday’s now and don’t ever want to see change:
1) The garden/salad bar
2) The Fresh Combinations menu — please expand! — perfect at lunch time
3) The burger lineup
Here are the reasons I visit other restaurants, and recommend Ruby Tuesday incorporate into their strategy:
1) Free rolls/breadsticks — Like Texas Roadhouse, O’Charley’s, Olive Garden, and my favorite, Fatz Cafe.
2) Meal combinations — Like Applebee’s, TGI Fridays, etc. — where you can sample two-three main entrees in one meal.
3) Stress ethics and values — I frequent places like Chick-fil-A more because of who they are and what they represent than because of what I order.
In addition, here are a couple menu items I would like to see:
1) Turkey sandwich combo meal — used to be on the menu but was taken off at some point. That was my favorite lunch meal at any restaurant.
2) Monte Cristo (like at Bennigan’s) — That is my son’s favorite, and he asked me to put it on the list.
3) More soup options — 2 daily soups in addition to the normal soups?
4) I’m a sucker for good breaded mushrooms or onions
Will Leach
Maryville

My husband and I are self-employed and enjoy eating lunch out a couple of times a week. In the past we used to eat at the Maryville Ruby Tuesday restaurant at least three times a month though now we average about once a month. We appreciate the well-trained staff and the courteous attention they provide. Our problem is with the menu. We are vegetarians (who eat eggs and dairy) and there just aren’t many choices for us at the restaurant. Unless we’re in the mood for fatty appetizers, a salad or a veggie burger, there’s just not a lot for us to eat. We’ve mentioned this to a couple of our servers but I doubt the message is getting to the top. The fact is, we would love to go to RT more, but feel the restaurant doesn’t particularly care to cater to vegetarians like us.
RT has been an ardent supporter Maryville and of its continued downtown revitalization and we hope for the company’s continued success.
Dede Christopher
Maryville

When you forget where you come from this is what happens. When you first opened the family enjoyed eating there, because of the atmosphere and the pricing I could feed a family of four for around $40. Then you destroyed the atmosphere by removing all the inside pictures and memorabilia that gave it the at home feeling .
Then the prices started going up, the last time my family was there it cost me almost $60. I cannot afford those prices, so we find something cheaper, and we are not the only family that feels this way. If you want my business make your restaurant comfortable and affordable again.
Franks Chamberlain
Maryville

The “over fifty’ population is growing rapidly and many in this category are on special diets, especially salt-free and low-fat. Most restaurants offer low-fat, but not salt-free. It would be a great inducement to my family to eat there if we could get salt-free meals. Don’t forget, the “over fifty” crowd generally eats at restaurants with their younger family members and they often pay the bill, so they will go where they can get food they can eat safely.
Smaller portion meals at reduced prices would also help.
Sarah MacKenzie
Louisville

I would like to comment about Ruby Tuesday’s customer base decision, (referred to as ‘Ruby’ in this letter).
A few months back an article in The Daily Times stated that Ruby wanted their customer base to have a $100,000 income range. To have this customer base they thought they needed to change their menu, their atmosphere, and go to square plates, (a real bonus).
The next article I read said that because of high gasoline prices and cheaper fast food prices they were not meeting their expectations.
Myself and hundreds of others in this area are of the their wishful income range.
Ruby calls it ‘Up Scale’.
We live in a rural town called Maryville. We are not, for the most part, ‘Up Scale’.
The 50- to 75-cents per gallon price increase for fuel does not keep most of us from eating where we want to. We still buy our toys, (ATV’s, Corvettes, Mustang GT’s and our $25,000 Harley’s).
We don’t care for square plates, a very, (very), limited menu, or a small amount of food for the dollar.
After all, fast food has always been cheaper than Ruby’s food, even when Ruby’s business was booming.
As far as competition goes, I still could not find a parking spot at Applebee’s or Cracker Barrel just last week.
In this area, I feel we appreciate the ‘bang for the buck’ over ‘Up Scale’.
PS: The grammar and or spelling may not be correct, but I’m proud to say that I’m not ‘Up Scale.”
Gordon Keith Jr.
Maryville

My family and I used to eat more regularly at the Ruby Tuesday (near Target and Kroger.) I realize the company is going for upscale casual dining in the most recent makeovers of their stores. I used to feel very comfortable going there with grandchildren, and now I don’t. I like a very casual comfortable feeling when I take them out for a meal. Taking kids there now, makes me more apprehensive about the noise level. I liked it better when it was really “more” casual than it is now. Maybe some stores could be more geared for a family atmosphere and some more geared to an upscale dining. I like a menu that is not pages and pages of selections. I like a restaurant where I feel comfortable taking grandchildren.
Pam Adair
Maryville

You have asked for feedback as to what you can do to increase success. My husband and I used to go once or twice a week to your Northshore at the Pellissippi location. We stopped when you raised the price of Pinot Grigio wine to $9 per glass. It had been under $6 before the change. We will not be going back. The crowd there has dropped off greatly due to the increase in drink prices.
Paula Travis
Louisville

I read the article the VP of Ruby Tuesday had in the Daily Times. A few days later we ate at Ruby Tuesday and noticed a big increase in prices. I e-mailed that VP and a couple days later received a reply for his — I assume — assistant. I pointed out the price increases over the past couple months on a couple items we normally eat there. Her return e-mail basically told me everything was just fine and to just “suck it up!” Well I have and now eat every Sunday after church at Applebee’s and O’Charley’s.
William R. Little
Maryville

Amazing to be offered an opportunity to suggest what Ruby Tuesday should do to sincerely improve their service! I normally frequent Ruby Tuesday, with guest, twice weekly (sometimes more) between the Maryville & Knoxville locations. My comments are somewhat consistent with all Ruby Tuesday, which made me ponder as to what Ruby was doing that wasn’t working!
I started noticing lack of service and lack of good food preparation when my husband and I took a customer and their guest to dine at Ruby Tuesday back in the summer. I was terribly embarrassed we took our customer to a restaurant and received poor food quality and service. Our guests sent their steaks back three times and mine once to be cooked the way we originally told the waiter. It has become a standard joke when I frequent Ruby Tuesday as to how I want my steak cooked and how I have to tell Ruby Tuesday to cook it in order to get it correct. Last Friday night, my husband & I took two guests, three of us had the 7-ounce sirloin steak, two of the three steaks were consistent with what Ruby Tuesday steaks normally look like, however, mine was a thicker than normal and when ordered medium (when I really wanted medium well). Well you guessed correctly, it was a very unpleasant meal. I hate sending food back to be cooked again and most times I will just suffer through it instead of complaining. Our guests didn’t inform us beforehand of a recent bad experience they had earlier with Ruby Tuesday with slow service and bad (cold) steaks until we had already sit down at Ruby Tuesday that night.
When choosing to eat at Ruby Tuesday, because of trying to watch your food choices in order to eat healthier, and then getting a bad meal, with slow service makes your feel like it was the worst choice you made that day, in essence you start associating Ruby Tuesday’s with taking a gamble. This is not to mention the lack of good choices of food at Ruby in order to eat healthier. Ruby Tuesday needs to get their fat content under control in their dishes. Get some frozen vegetables to boil for 7 minutes to satisfy the dieter! We can only eat broccoli so many times a day!
I would always try to sit in “Matt’s” section back in the bar area of the Watkins Road location because at least I know that the service he provided would be excellent. Comments I have also heard about dining experiences with Ruby Tuesday is the lack of attention for the first 20 minutes of being seated. Please get Ruby Tuesday back to consistency of good service, good food and choices!
M. Edwina Murr
Maryville

I hope I am not too late in responding to your article on Ruby Tuesday in the Sunday newspaper. My wife and I are long-time patrons of Ruby Tuesday. We appreciate that you are part of our community and are hopeful that you work through these difficult times.
I do have some feedback that I hope is helpful and constructive. The new décor of the restaurant is wonderful and beautifully done. While the prices have increased some, we don’t consider that a problem. However, we have had some disappointing experiences with service in our past several visits and are somewhat frustrated on how best to share them with someone who will take some action.
Here are our most recent experiences at several different Ruby Tuesday’s each with issues around service.
1. When we are seated it is often next to other patrons even though there are many other empty tables. Many times we feel like we are listening to the other parties’ conversations and they are to ours. I can understand this when the restaurant is busy, but I don’t expect this when the restaurant is only a third full.
2. Many times other tables are not bused which is an unpleasant eating atmosphere.
3. Several times we have waited five minutes or more for a server to take our drink orders. And many times we have to ask if someone will wait on us. There are many servers in the area, but it appears we are always caught in no man’s land and no one has responsibility for our table.
The quality of your food is very good, but unfortunately the service is not equal to the quality of the food. We don’t mind paying a little more, but we expect the service to be very good to superior. And we would honestly tell you that our service has been poor to very bad.
I hope someone who has a high enough ownership in the company will take a serious look at the quality of service and see if it reflects your expectations. The current level of service does not match my expectations of a quality restaurant which such as Ruby Tuesday.
We were shareholders of Ruby Tuesday and hope to be again in the future, but in business, I think the details are sometimes the most important indication of the quality of the company. And today, I think some of the details around service need improving.
Ray and Carrie Eaton
Maryville