Pizza Today - March 2016 - 37

are hungry, here are some options.
You can sit at the bar and order your
food at the table."
People also voice their disappointment at not being able to call their
order ahead and then arrive to a ready
table and a hot pizza while others sit
and wait for their own food. "We say,
'We would love to make an exception
for you, but it would be total mayhem
in here,'" she says. "'It's not you, it's
everyone else.'"
At the end of the meal, Blackstock
offers the customer a freshly baked
chocolate chip cookie. "We thank
them for waiting," she says. "They feel
like they got a little something and
their grievance was acknowledged."

table exactly what they are ordering.
"They are protecting the guest experience and also protecting the guests from
themselves, not ordering six pies for six
people," Schart says. "The server can say,
'I think you probably ordered too much.
Why don't we start with three and if you
need more we can put a rush on two or
three more.'"
If guests are still unhappy after the
meal, a manager can give them a bounce

back card worth $10 off their next visit.
It is an immediate, feel-good response,
and it encourages the customer to come
back. "We need repeat business weekly
or biweekly," he says. "We want to be
not just a special occasion restaurant. We
want to be in their regular rotation." n
NORA CALEY is a freelance writer
specializing in food and business topics. She
lives in Denver, Colorado.

* These portions are unusual.

Fireside Pies, which has four locations in the Dallas metro area, offers
one size pizza, a six-slice, 12-inch pie.
That is larger than an individual pie,
and sometimes customers unwittingly
order too much food. Director of
Operations Kurtis Schart says the
way to prevent that customer dissatisfaction is to train the server to tell the

Say You're Sorry
Sometimes an operator does not
even know a customer was dissatisfied.
Engage with them with a real question, says consultant Mark Mayberry.
"Instead of asking, 'How is everything?'
ask, 'What's the one thing we could
have done to make your meal better?'
That will make them stop and think."
If a customer does complain, the
first thing the operator should do is say
they are sorry, says Micah Solomon, a
customer service consultant and International Pizza Expo speaker. "Make it
a real apology, not a fake 'I'm sorry if
you feel that way,'" he says. "The key
to an effective apology, to getting back
on the right foot with your customer, is
to convey from the very outset that you
are going to take the guest's side and
share the guest's viewpoint."
M A R C H 2 0 1 6 / P I Z Z AT O D AY. C O M / 3 7



http://www.dutchessbakers.com http://www.dutchessbakers.com 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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