Pizza Today - March 2016 - 36

that the food will be fresh and hot,
customers are annoyed because they
have to wait.
Mattenga's sometimes offers the
waiting customer some zeppole donuts,
fried pizza dough coated in sugar. That
works as an inexpensive and immediate
way to assuage hunger or anger, but a
sugar buzz only goes so far. So Mattenga's found a long-term solution without
changing the oven or the cooking time
or any other operations. "Now we tell
them it will take 25 minutes," Enga
says. "People take you at your word if
you tell them it's going to be that much
time." On Friday or Saturday nights
she tells people the order will take 40
minutes.
* This is not what I ordered.

Customization is huge these days, and
so is the number of ways things can
go wrong, says Dan Collier, the "Big
Cheese" of Pizza Man Dan, with seven
locations in California. "It is very rare
someone orders pepperoni on the whole

3 6 / P I Z Z AT O D AY. C O M / M A R C H 2 0 1 6

"Customization is
huge these days, and
so is the number of
ways things can go
wrong."
- Dan Collier of Pizza Man Dan

thing," he says. "It's half mushroom,
half pepperoni and put the spinach on
when it comes out of the oven."
Sometimes the food does not
appear the way the customer envisioned. That happens mostly on the
phone and online, Collier says, because
people who order at the counter can
see the order taker gesticulating. "I can
hold my fingers apart when I say, 'Do
you want a thin crust or pan?'" he explains. "You are standing in front of me
pointing and saying, half pepperoni."
The restaurant offers "the ultimate

guarantee," a gamut of offers that
begins with making the pie again, to
giving the customer a credit towards
a future order, to a refund. Meanwhile
Pizza Man Dan updated its online
ordering system in November. The new
platform, Collier says, has better food
pictures.
* A long wait for a table. Sometimes instead of complaining, customers take matters into their own hands.
Dove Vivi Pizza in Portland, Oregon,
has an area where customers order
pizza to go, and a dining room with
table service. On busy Friday nights,
clever customers sometimes order pizza
at the takeout counter and then try to
grab a table and eat there.
Delane Blackstock, who is co-owner
with her husband, Gavin, says it never
helps to tell people it is against the
restaurant's policy for them to sit down
ahead of guests who are waiting for a
table. Instead, she offers other suggestions. "We tell them, we understand you



http://www.PIZZATODAY.COM

Pizza Today - March 2016

Table of Contents for the Digital Edition of Pizza Today - March 2016

Pizza Today - March 2016
Commentary
Contents
Contributors
Expo Spotlight
Interact
Conversation
Man on the Street
Respecting the Craft
Trending Recipes
Destinations
Dough Doctor
The Power of Signage
Common Customer Complaints
Pagers vs. Texts
Non-Traditional Sauces
Hot Topping: Mushrooms
Burrata
Baked Pasta
Online Ordering
Team Meeting Game Plan
Drug Testing
Opening a Second Location
Beer Clubs
Thriving in a Limited Market
Mobile Pizza Kitchens
Insider’s Guide to Pizza Expo
Pizza Today on the Road: Spacca Napoli, Chicago, Il
Pizza Today on the Road: Post Office Pies, Birmingham, Al
Pizza Today on the Road: Slice Pizza & Brewhouse, Birmingham, Al
Preferred Supplier
Expo Showcase
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Snapped
Pizza Today - March 2016 - CT1
Pizza Today - March 2016 - CT2
Pizza Today - March 2016 - Pizza Today - March 2016
Pizza Today - March 2016 - Cover2
Pizza Today - March 2016 - Commentary
Pizza Today - March 2016 - 4
Pizza Today - March 2016 - 5
Pizza Today - March 2016 - Contents
Pizza Today - March 2016 - 7
Pizza Today - March 2016 - 8
Pizza Today - March 2016 - 9
Pizza Today - March 2016 - Contributors
Pizza Today - March 2016 - 11
Pizza Today - March 2016 - Expo Spotlight
Pizza Today - March 2016 - 13
Pizza Today - March 2016 - Interact
Pizza Today - March 2016 - 15
Pizza Today - March 2016 - Conversation
Pizza Today - March 2016 - 17
Pizza Today - March 2016 - Man on the Street
Pizza Today - March 2016 - 19
Pizza Today - March 2016 - Respecting the Craft
Pizza Today - March 2016 - 21
Pizza Today - March 2016 - Trending Recipes
Pizza Today - March 2016 - 23
Pizza Today - March 2016 - Destinations
Pizza Today - March 2016 - 25
Pizza Today - March 2016 - Dough Doctor
Pizza Today - March 2016 - 27
Pizza Today - March 2016 - 28
Pizza Today - March 2016 - 29
Pizza Today - March 2016 - The Power of Signage
Pizza Today - March 2016 - 31
Pizza Today - March 2016 - 32
Pizza Today - March 2016 - 33
Pizza Today - March 2016 - Common Customer Complaints
Pizza Today - March 2016 - 35
Pizza Today - March 2016 - 36
Pizza Today - March 2016 - 37
Pizza Today - March 2016 - Pagers vs. Texts
Pizza Today - March 2016 - 39
Pizza Today - March 2016 - 40
Pizza Today - March 2016 - 41
Pizza Today - March 2016 - Non-Traditional Sauces
Pizza Today - March 2016 - 43
Pizza Today - March 2016 - 44
Pizza Today - March 2016 - 45
Pizza Today - March 2016 - Hot Topping: Mushrooms
Pizza Today - March 2016 - 47
Pizza Today - March 2016 - 48
Pizza Today - March 2016 - 49
Pizza Today - March 2016 - Burrata
Pizza Today - March 2016 - 51
Pizza Today - March 2016 - 52
Pizza Today - March 2016 - 53
Pizza Today - March 2016 - Baked Pasta
Pizza Today - March 2016 - 55
Pizza Today - March 2016 - 56
Pizza Today - March 2016 - 57
Pizza Today - March 2016 - Online Ordering
Pizza Today - March 2016 - 59
Pizza Today - March 2016 - 60
Pizza Today - March 2016 - 61
Pizza Today - March 2016 - Team Meeting Game Plan
Pizza Today - March 2016 - 63
Pizza Today - March 2016 - 64
Pizza Today - March 2016 - 65
Pizza Today - March 2016 - Drug Testing
Pizza Today - March 2016 - 67
Pizza Today - March 2016 - 68
Pizza Today - March 2016 - 69
Pizza Today - March 2016 - Opening a Second Location
Pizza Today - March 2016 - 71
Pizza Today - March 2016 - 72
Pizza Today - March 2016 - 73
Pizza Today - March 2016 - Beer Clubs
Pizza Today - March 2016 - 75
Pizza Today - March 2016 - 76
Pizza Today - March 2016 - 77
Pizza Today - March 2016 - Thriving in a Limited Market
Pizza Today - March 2016 - 79
Pizza Today - March 2016 - 80
Pizza Today - March 2016 - 81
Pizza Today - March 2016 - Mobile Pizza Kitchens
Pizza Today - March 2016 - 83
Pizza Today - March 2016 - 84
Pizza Today - March 2016 - 85
Pizza Today - March 2016 - Insider’s Guide to Pizza Expo
Pizza Today - March 2016 - 87
Pizza Today - March 2016 - 88
Pizza Today - March 2016 - 89
Pizza Today - March 2016 - Pizza Today on the Road: Spacca Napoli, Chicago, Il
Pizza Today - March 2016 - 91
Pizza Today - March 2016 - 92
Pizza Today - March 2016 - 93
Pizza Today - March 2016 - 94
Pizza Today - March 2016 - 95
Pizza Today - March 2016 - 96
Pizza Today - March 2016 - 97
Pizza Today - March 2016 - 98
Pizza Today - March 2016 - 99
Pizza Today - March 2016 - Pizza Today on the Road: Post Office Pies, Birmingham, Al
Pizza Today - March 2016 - 101
Pizza Today - March 2016 - 102
Pizza Today - March 2016 - 103
Pizza Today - March 2016 - Pizza Today on the Road: Slice Pizza & Brewhouse, Birmingham, Al
Pizza Today - March 2016 - 105
Pizza Today - March 2016 - 106
Pizza Today - March 2016 - 107
Pizza Today - March 2016 - Preferred Supplier
Pizza Today - March 2016 - 109
Pizza Today - March 2016 - 110
Pizza Today - March 2016 - 111
Pizza Today - March 2016 - 112
Pizza Today - March 2016 - 113
Pizza Today - March 2016 - 114
Pizza Today - March 2016 - 115
Pizza Today - March 2016 - 116
Pizza Today - March 2016 - 117
Pizza Today - March 2016 - 118
Pizza Today - March 2016 - 119
Pizza Today - March 2016 - 120
Pizza Today - March 2016 - 121
Pizza Today - March 2016 - 122
Pizza Today - March 2016 - 123
Pizza Today - March 2016 - 124
Pizza Today - March 2016 - 125
Pizza Today - March 2016 - 126
Pizza Today - March 2016 - 127
Pizza Today - March 2016 - 128
Pizza Today - March 2016 - 129
Pizza Today - March 2016 - Expo Showcase
Pizza Today - March 2016 - 131
Pizza Today - March 2016 - 132
Pizza Today - March 2016 - 133
Pizza Today - March 2016 - 134
Pizza Today - March 2016 - 135
Pizza Today - March 2016 - Pizza Today Yellow Pages
Pizza Today - March 2016 - 137
Pizza Today - March 2016 - 138
Pizza Today - March 2016 - 139
Pizza Today - March 2016 - 140
Pizza Today - March 2016 - 141
Pizza Today - March 2016 - 142
Pizza Today - March 2016 - 143
Pizza Today - March 2016 - 144
Pizza Today - March 2016 - The Marketplace
Pizza Today - March 2016 - 146
Pizza Today - March 2016 - 147
Pizza Today - March 2016 - 148
Pizza Today - March 2016 - 149
Pizza Today - March 2016 - 150
Pizza Today - March 2016 - 151
Pizza Today - March 2016 - 152
Pizza Today - March 2016 - 153
Pizza Today - March 2016 - 154
Pizza Today - March 2016 - 155
Pizza Today - March 2016 - 156
Pizza Today - March 2016 - 157
Pizza Today - March 2016 - 158
Pizza Today - March 2016 - 159
Pizza Today - March 2016 - 160
Pizza Today - March 2016 - Reader’s Resource
Pizza Today - March 2016 - Snapped
Pizza Today - March 2016 - Cover3
Pizza Today - March 2016 - Cover4
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