Pizza Today - November 2017 - 22

At Your Service

PAUL PAZ

onstration of good faith.
Be careful that you don't go down
the slippery slope of assuming the
guest is complaining just to get
something for free. While that does
happen on occasion, it is not the
primary reason guests express their
dissatisfaction. Usually they just want
their basic expectations met.

Service Recovery
Does your staff know how to right a wrong?

P

izza is an emotional experience!
Mistakes happen, and how your
crew responds with guests will
determine their future patronage. Your
team needs to know what to do when
there's a complaint.
First... listen before you respond. Let
the guest explain/vent their issue (that
process itself can deescalate the heightened emotional state for all). Use common
soft skills for listening and acknowledge
guests with verbal and body language that
display empathy (nod your head in the
"yes" motion). Use positive verbal com-

2 2 / P I Z Z AT O D AY. C O M / N O V E M B E R 2 0 1 7

ments such as, "I see what you're saying"...
"I understand."
Next, apologize for the poor experience and repeat back what the guest just
described (it affirms that you understand
and empathize with their discomfort).
Then explain the reason for the problem,
but do not make excuses. Take ownership
and responsibility for the service misstep.
Another crucial step is to deliver an
urgent response that elevates the guests'
perception of how much you value their
patronage. Fix it, replace it ... maybe even
toss in a little extra something as a dem-

LASTLY, THANK GUESTS FOR
BRINGING PROBLEMS TO YOUR
ATTENTION! Often guest complaints
cast a light on an ongoing problem
that no one was aware of that was
damaging your brand reputation,
creating inefficiencies or diminishing your product quality. All these
eat into your bottom line! These are
teachable moments for your crew.
Seek customer service training
opportunities during each shift.
Not only is it important to respond
to service errors, but how your staff
communicates the service recovery
process with guests will make or
break effective damage repair. It is
said that nonverbal communication
dominates how people engage each
other. Body language equals a thousand words. Tone of voice (in person
and on the phone) speaks the truth.
Rehearse and role play with employees' common examples of how to
engage guests when service mistakes
happen (and they will happen).
Research training resources that
are available to you. Here in Oregon,
I am a Master Trainer for a program
that is sponsored by the Oregon
Restaurant & Lodging Association's Education Foundation, Travel
Oregon and The American Hotel
& Lodging Educational Institute.
When you come across resources in
your area, make use of them!
In the meantime, make it fun,
make it easy, make some money! n

RICK DAUGHERTY


http://www.PIZZATODAY.COM

Pizza Today - November 2017

Table of Contents for the Digital Edition of Pizza Today - November 2017

Pizza Today - November 2017
Commentary
Contents
Contributors
Expo Spotlight
Interact
Conversation
Man on the Street
Respecting the Craft
At Your Service
Destinations
Knead to Know
Menu Boards
Sauce & Cheese Pairings
Open-Faced Sandwiches
Mac & Cheese Main Dishes
Customer Demographics
Immigration Enforcement
Forced Closure
Road to Pizza Expo
Top 100 Pizza Chains
On the Road: Fire!, Spokane, Wa
On the Road: The Boiler Room, Spokane, Wa
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Mike’s Monthy Tip
Pizza Today - November 2017 - CT1
Pizza Today - November 2017 - CT2
Pizza Today - November 2017 - Pizza Today - November 2017
Pizza Today - November 2017 - Cover2
Pizza Today - November 2017 - Commentary
Pizza Today - November 2017 - 4
Pizza Today - November 2017 - 5
Pizza Today - November 2017 - Contents
Pizza Today - November 2017 - 7
Pizza Today - November 2017 - 8
Pizza Today - November 2017 - 9
Pizza Today - November 2017 - Contributors
Pizza Today - November 2017 - 11
Pizza Today - November 2017 - Expo Spotlight
Pizza Today - November 2017 - 13
Pizza Today - November 2017 - Interact
Pizza Today - November 2017 - 15
Pizza Today - November 2017 - Conversation
Pizza Today - November 2017 - 17
Pizza Today - November 2017 - Man on the Street
Pizza Today - November 2017 - 19
Pizza Today - November 2017 - Respecting the Craft
Pizza Today - November 2017 - 21
Pizza Today - November 2017 - At Your Service
Pizza Today - November 2017 - 23
Pizza Today - November 2017 - Destinations
Pizza Today - November 2017 - 25
Pizza Today - November 2017 - Knead to Know
Pizza Today - November 2017 - 27
Pizza Today - November 2017 - 28
Pizza Today - November 2017 - 29
Pizza Today - November 2017 - Menu Boards
Pizza Today - November 2017 - 31
Pizza Today - November 2017 - 32
Pizza Today - November 2017 - 33
Pizza Today - November 2017 - Sauce & Cheese Pairings
Pizza Today - November 2017 - 35
Pizza Today - November 2017 - 36
Pizza Today - November 2017 - 37
Pizza Today - November 2017 - Open-Faced Sandwiches
Pizza Today - November 2017 - 39
Pizza Today - November 2017 - 40
Pizza Today - November 2017 - 41
Pizza Today - November 2017 - Mac & Cheese Main Dishes
Pizza Today - November 2017 - 43
Pizza Today - November 2017 - 44
Pizza Today - November 2017 - 45
Pizza Today - November 2017 - Customer Demographics
Pizza Today - November 2017 - 47
Pizza Today - November 2017 - 48
Pizza Today - November 2017 - 49
Pizza Today - November 2017 - Immigration Enforcement
Pizza Today - November 2017 - 51
Pizza Today - November 2017 - 52
Pizza Today - November 2017 - 53
Pizza Today - November 2017 - Forced Closure
Pizza Today - November 2017 - 55
Pizza Today - November 2017 - 56
Pizza Today - November 2017 - 57
Pizza Today - November 2017 - Road to Pizza Expo
Pizza Today - November 2017 - 59
Pizza Today - November 2017 - 60
Pizza Today - November 2017 - 61
Pizza Today - November 2017 - Top 100 Pizza Chains
Pizza Today - November 2017 - 63
Pizza Today - November 2017 - 64
Pizza Today - November 2017 - 65
Pizza Today - November 2017 - On the Road: Fire!, Spokane, Wa
Pizza Today - November 2017 - 67
Pizza Today - November 2017 - 68
Pizza Today - November 2017 - 69
Pizza Today - November 2017 - On the Road: The Boiler Room, Spokane, Wa
Pizza Today - November 2017 - 71
Pizza Today - November 2017 - 72
Pizza Today - November 2017 - 73
Pizza Today - November 2017 - 74
Pizza Today - November 2017 - 75
Pizza Today - November 2017 - 76
Pizza Today - November 2017 - 77
Pizza Today - November 2017 - Pizza Today Yellow Pages
Pizza Today - November 2017 - 79
Pizza Today - November 2017 - 80
Pizza Today - November 2017 - 81
Pizza Today - November 2017 - 82
Pizza Today - November 2017 - 83
Pizza Today - November 2017 - 84
Pizza Today - November 2017 - 85
Pizza Today - November 2017 - The Marketplace
Pizza Today - November 2017 - 87
Pizza Today - November 2017 - 88
Pizza Today - November 2017 - 89
Pizza Today - November 2017 - 90
Pizza Today - November 2017 - 91
Pizza Today - November 2017 - 92
Pizza Today - November 2017 - 93
Pizza Today - November 2017 - 94
Pizza Today - November 2017 - 95
Pizza Today - November 2017 - 96
Pizza Today - November 2017 - Reader’s Resource
Pizza Today - November 2017 - Mike’s Monthy Tip
Pizza Today - November 2017 - Cover3
Pizza Today - November 2017 - Cover4
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