Pizza Today - June 2022 - 12

MIKE'S MONTHLY TIP
MIKE BAUSCH
a heightened level of care to invert their
response. When appropriately executed,
the customer will react with a feeling of,
" well, obviously, they value my opinion
about this. Maybe I'm overreacting. "
Long wait time, hair in the food, cold,
soggy, anything, is your chance to rise to
the occasion.
Inversion Dynamic
I
t's imperative to lead by example.
Th e way you act in your restaurant
will determine how the rest of your
crew performs. When you're upbeat,
fast-paced, enthusiastic and positive, it's
natural for everyone else to feel a reason
to do that also. If you're humdrum, down
in the dumps and nonchalant, you'll fi nd
apathy breeds cohorts and others will
follow in suit. If you want people to care
about your restaurant at a high level,
you must care about it even more. An
interesting dynamic occurs, though, that
is diff erent from leading by example. It's
the inversion eff ect. In this situation, the
opposite of how you act is what occurs.
It's a sneaky thing that can hurt you if
you're not aware of it and how to use it.
If you have ever been told to " Chill
out, " what was your reaction? I'm willing
to bet the opposite occurred, i.e., no chill.
Th e other person is insensitive to your
situation and tells you they don't care
when you say to chill, relax or take it easy.
Being easygoing and telling you to be the
same is infuriating. Th ese phrases don't
recognize the person's issue at hand.
Th e inversion comes into play best
with customer interactions. If you want a
customer to react calmly, you need to act
in a very heightened manner. If a pizza
was ruined, maybe even has a foreign
object in it; if you come off easy-breezy
about the situation, it will drive the
customer to go nuclear. Th e inverse has
occurred: the customer is mad when your
goal was to keep things even keel. Th e
easygoing response comes off as fl ippant,
condescending and even disrespectful.
You have to rise to the occasion with
Imagine a super egregious one like a
piece of plastic in the pizza. A proper
response would have appropriate infl ection
and tone that shows you care, like:
" Oh wow, I am so incredibly embarrassed
by this. Th is has never happened in the
past (assuming that to be true), nor can I
ever fathom how this happened. I'll get to
work tracking down if this came from the
dough ball and will toss all those doughs.
I'm going to research this on camera
and interview everyone who was making
dough today. Th ank you for telling us so
I can get to work on this and make this
right to you. "
Th e goal of any issue, no matter how
big or small, is for the customer to
respond assured with, " Oh, okay. I see.
Th at makes sense. You have this under
control, and this isn't the norm. Th ank
you for hearing me out. " While if you
had responded, " Oh, something got into
your food? Well, I'm sorry about that.
Here's a free coupon " ... you would've
gotten a much diff erent response. " Free
coupon? Why would I ever want to come
back here? You obviously don't take this
seriously enough. You guys aren't professional,
and I never want anything to do
with you. " Even if they don't say that out
loud, you can bet they thought it and told
everyone they knew exactly that.
To invert their reaction, you have to
lead with the inverted intent of what you
want. Go big to get reasonable; underdo it
to get disappointment, anger and resentment.
Never be chill if you want chill. Go
above and exceed expectations if you want
reasonable discourse.
MIKE BAUSCH is the owner of Andolini's Pizzeria in Tulsa, Oklahoma. Instagram: @mikeybausch
12 / PIZZATODAY.COM / JUNE 2022
http://www.PIZZATODAY.COM

Pizza Today - June 2022

Table of Contents for the Digital Edition of Pizza Today - June 2022

Commentary
Digital
Conversation
Mike's Monthly Tip
Man on the Street
Building Blocks
On Deck
Knead to Know
Destinations
A Look at Loyalty
Third-party Conversion
Digital Marketing in 2022
Seasonal Salads
Seasonal Salads
Low Prep Wow Apps
Summer-Inspired Pizzas
The Outdoor Experience
Automation Nation
Exterior Maintenance
Product Showcase
Pizza Today Yellow Pages
The Marketplace
Expo Spotlight
Pizza Today - June 2022 - Ctip1
Pizza Today - June 2022 - Ctip2
Pizza Today - June 2022 - Cover1
Pizza Today - June 2022 - Cover2
Pizza Today - June 2022 - Commentary
Pizza Today - June 2022 - 4
Pizza Today - June 2022 - 5
Pizza Today - June 2022 - 6
Pizza Today - June 2022 - 7
Pizza Today - June 2022 - Digital
Pizza Today - June 2022 - 9
Pizza Today - June 2022 - Conversation
Pizza Today - June 2022 - 11
Pizza Today - June 2022 - Mike's Monthly Tip
Pizza Today - June 2022 - 13
Pizza Today - June 2022 - Man on the Street
Pizza Today - June 2022 - 15
Pizza Today - June 2022 - Building Blocks
Pizza Today - June 2022 - 17
Pizza Today - June 2022 - On Deck
Pizza Today - June 2022 - 19
Pizza Today - June 2022 - Knead to Know
Pizza Today - June 2022 - 21
Pizza Today - June 2022 - 22
Pizza Today - June 2022 - 23
Pizza Today - June 2022 - Destinations
Pizza Today - June 2022 - 25
Pizza Today - June 2022 - A Look at Loyalty
Pizza Today - June 2022 - 27
Pizza Today - June 2022 - 28
Pizza Today - June 2022 - 29
Pizza Today - June 2022 - Third-party Conversion
Pizza Today - June 2022 - 31
Pizza Today - June 2022 - 32
Pizza Today - June 2022 - 33
Pizza Today - June 2022 - Digital Marketing in 2022
Pizza Today - June 2022 - 35
Pizza Today - June 2022 - Seasonal Salads
Pizza Today - June 2022 - 37
Pizza Today - June 2022 - Low Prep Wow Apps
Pizza Today - June 2022 - 39
Pizza Today - June 2022 - Summer-Inspired Pizzas
Pizza Today - June 2022 - 41
Pizza Today - June 2022 - 42
Pizza Today - June 2022 - 43
Pizza Today - June 2022 - The Outdoor Experience
Pizza Today - June 2022 - 45
Pizza Today - June 2022 - Automation Nation
Pizza Today - June 2022 - 47
Pizza Today - June 2022 - Exterior Maintenance
Pizza Today - June 2022 - 49
Pizza Today - June 2022 - Product Showcase
Pizza Today - June 2022 - 51
Pizza Today - June 2022 - Pizza Today Yellow Pages
Pizza Today - June 2022 - 53
Pizza Today - June 2022 - 54
Pizza Today - June 2022 - 55
Pizza Today - June 2022 - 56
Pizza Today - June 2022 - The Marketplace
Pizza Today - June 2022 - 58
Pizza Today - June 2022 - 59
Pizza Today - June 2022 - 60
Pizza Today - June 2022 - 61
Pizza Today - June 2022 - 62
Pizza Today - June 2022 - 63
Pizza Today - June 2022 - 64
Pizza Today - June 2022 - 65
Pizza Today - June 2022 - Expo Spotlight
Pizza Today - June 2022 - Cover3
Pizza Today - June 2022 - Cover4
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