Pizza Today - January 2018 - 3

Commentary

Making it Right

ecently, I was struck by the difference
of opinion of two pizzeria operators
with whom I spoke just days apart

JWHITE@PIZZATODAY.COM

tor comps to make sure there aren't too many."

Obviously a restaurant business can't succeed

from one another. During the course of conver-

by giving away free food. But any time humans

topic and how they handled it in their shops.

mistakes need to be corrected. It's called cus-

sation, each individual touched upon the same
JEREMY WHITE

a manager, they just do it. We do closely moni-

Their methods were nothing alike.

Operator 1: "When there's an issue with a

food item, only myself or the general manager

are involved there will be mistakes - and those
tomer service, and we're in the service industry
as much as we're in the food industry, right?
I'm not sure either of these operators are

has the authority to comp the meal. If the

"right" or "wrong" with the way they handle

re-made, the server is to alert one of us and we

approaches are so different.

server or customer feels like the item should be
go have the kitchen re-make it. If the customer

this issue. I just found it interesting that their
What are the protocols in your shop? How

is really upset and wants their food for free, only

do you handle the "comp problem," and why

that call."

thoughts on the matter via e-mail (my address

myself or the GM, if I'm not here, can make
Operator 2: "Everyone in the building is

empowered to have a pizza re-made. If it's not
up to our standards, throw it in the trash and

do you do it that way? I'd love to hear your
is under to my photo on this page).

Lastly, if you haven't registered to attend

get it right the next time. Our expeditor is our

International Pizza Expo in Las Vegas yet, get

of them can say, "No, do this again" before it

promises to be killer! Check out the schedule of

first line of defense. Then the server. Either one
ever reaches the customer. That keeps sub-par

food from ever getting to the table 99 percent of
the time. On the rare occasion that something

slips through and the customer says something,

on it. The show is just two months away and it

events and register to attend at PizzaExpo.com.
Best,

the server is fully empowered to make it right

through issuing a gift card to encourage a repeat
visit or, ultimately, comping the meal if that's

what is required. They don't need to track down

JEREMY WHITE
EDITOR IN CHIEF

CLICK.EXPLORE.CONNECT. @PIZZATODAY

COVER: PHOTO & LAYOUT
BY JOSH KEOWN

Pizza Today® (ISSN 0743-3115) is published monthly. Domestic U.S. subscriptions are $29.95
for one year. Published by Emerald Expositions, 100 Broadway, 14th Floor, New York, NY 10005.
Periodicals Postage Paid at New York (USPS 019-749) and additional mailing offices.
Postmaster: Send address change to: Pizza Today, P.O. Box 3601, Northbrook, IL 60065-3601.
Return undeliverable Canadian addresses to: Emerald Expositions, c/o P.O. Box 2601,
915 Dixie Road, Mississauga, ON L4T0A9.

J A N UA R Y 2 0 1 8 / P I Z Z AT O D AY. C O M / 3

http://www.PizzaExpo.com http://www.PIZZATODAY.COM

Pizza Today - January 2018

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