Pizza Today - August 2018 - 14

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CLICK.EXPLORE.CONNECT.

A MOMENT WITH MANDY

RETURN TRIP
MA NDY WO L F DE T WI LER

Lars Smith of State of Mind Public
House and Pizzeria recently posted
something crazy on Facebook. It
seems a delivery customer returned
a pizza to his store in Los Altos,
California -- with the pizza nearly
gone. Left was just the crust. The
woman said the pizza was burned
(it wasn't), it lacked cheese and
her grandchildren wouldn't eat it,
requiring her to prepare a different
meal. It certainly seemed the pizza
had been enjoyed, so what went
wrong?
Problematic customers are just
part of the game, but you don't have
to be the one who loses. The stories

POLICIES CAN BE ABUSED --
BUT YOU MUST PUT THEM IN PLACE FIRST

Smith received would make any
operator pull out his or her hair. Dan
Uccello of Flo's Wood Fired Pizzeria
recalled a time when a customer
received his pizza, scraped half of
it off and said that side didn't have
cheese on it. Uccello did not refund
his money; he instead asked the
customer to leave.
Our columnist John Arena,
who co-owns Las Vegas's Metro
Pizza, says he had a customer who
demanded a refund, saying the last
two slices of pizza were always
-- cold.
"After 30 years I kinda laugh on
the inside when these things happen
and kill (them) with kindness," says
Michael Stevens, owner of Palo
Mesa Pizza. "Just sucks that we give
our hearts and soul to these people
and this is the thanks we get."
Do you have a policy in place for
replacing or compensating incorrect,
undercooked or just plain disliked

#PIZZATODAYREADER

food? If you don't, you should. While
it's easy to pop off at the mouth at
some of the more ridiculous requests,
there's also the need to protect
yourself and your brand.
This is a decision that should be
tasked to your assistant manager or
manager on duty. If you've noticed
repeat offenders, flag their name
and/or number in your POS system.
Flagrant abusers can simply dine
somewhere else.
The biggest downfall to removing
a client is his or her ability to
leave negative feedback on places
like YELP and Facebook. Are you
encouraging your happy customers
to leave reviews? Many times, the
only responses on a page are from
unhappy keyboard warriors. It's ok
to ask a customer not to return. Just
make sure the fault doesn't lie on
your shoulders.
MANDY WOLF DETWILER is managing
editor of Pizza Today.

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FACEBOOK Q&A

If you offer delivery,
what's your delivery fee
and for what is it used?
4.00 all to the driver. Plus
9.00 an hour. Had the same
set of drivers going on 6
years. Worth every penny.
No gps needed.
Tony Lippold

We charge $2.50, $1 goes
to the driver and $1.50 stays
with the store to cover the
crazy expensive non-owned
delivery insurance.
Jeremy Galvin

$2.99 delivery fee. $1.75$2.00 to driver for mileage.
Remainder to company
to offset non-owned auto
insurance, workers comp,
and my beer fund.
Dan Collier

We charge $2 and we use it
to offset having a driver on
duty and their gas / car use.
Dan McMahon

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All company vehicles, drivers
make 10.40-12 an hour plus
tips 3-5 charge all to store
to cover all possible incurred
expenses.
Dariel Draper

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Pizza Today - August 2018

Table of Contents for the Digital Edition of Pizza Today - August 2018
