I know one of the heads of customer service at B-Dubs corporate. They ARE trying to work on getting butts in seats, and make sure that folks are satisfied with their experience at the restaurants. I personally think that they're not getting it though. As other's have said, service is key. I think they are overpriced for what they serve, but folks won't mind too much if they have really decent service. That just doesn't seem to happen. And having a "Customer Experience" manager stopping by and asking how everything is tasting isn't going to help. No one wants to rat out the server unless they suck - they just don't come back as often. They're not going to tell you that they didn't like waiting for food for 35 minutes after placing their order. They don't tell you that they got the one drink when they had their order taken, and haven't had a refill since. They're not going to tell the manager that they could go to another bar a quarter mile away, get wings and potato wedges, pay less, and not feel like they're in a somewhat sterile feeling environment.
As long as Buffalo Wild Wings starts selling their sauces in stores, They could close tomorrow, and I'd be fine. Their service is bad and food is overpriced, but their sauces are legit, and I would happily buy them regularly if priced well.
Applebees also seems like they aren't getting what's happening. They thrive where there aren't many options, because at Applebees, you have TONS of options. Have you SEEN their menu? It's pages, and pages, and pages, and pages, and pages of items. I can get a steak, or a burger, or shrimp scampi, or fish tacos, or "fiesta lime chicken," just to get started.
But only a couple items ever really stand out as good, and again, it doesn't seem like its worth what you pay. And if there's a place nearby that serves really good fish tacos, or really good steaks, why go to Applebees?