Pizza Today - March 2020 - 28
define your overall purpose. You might
come up with a response such as, "We
exist to inspire customers through a
creative menu." You can then lay out
ways to communicate this answer to
diners. You might highlight photos of
unique dishes on social media to build
awareness and ask customers for their
opinions on new menu items.
SET AN EXAMPLE
Showing respect and concern to
staff members makes it easier for them
to imitate a caring attitude to others.
"Happy employees make for happy
customers," says Tiffany Beres, owner
of three Marco's Pizza locations in Deltona, Longwood and Winter Springs,
Florida. Meeting regularly with
employees and listening to their input
is one method to put this approach into
action.
Another technique: show staff
members through your actions how
you value customers. Walk around the
2 8 / P I Z Z AT O D AY. C O M / M A R C H 2 0 2 0
restaurant and check on customers
throughout their dining experience.
Maintain a pleasant posture when
chatting and follow up on any requests,
such as bringing more sauce to a table
or wiping up a spill right away.
OUTLINE EXPECTATIONS
Rather than starting to train new
employees on their first day, address
customer service in the interview phase,
says Nancy Friedman, a two-time
International Pizza Expo speaker and
founder of Telephone Doctor Customer Service Training. When sitting
down with a potential hire, ask, "What
type of customer service training have
you had in the past?" If interviewees
respond they haven't had any, you might
have a clean slate to work with. Those
that have had customer training in the
past might have ideas that differ from
your policy regarding how to treat
customers. Asking further questions
on his or her experience can help you
determine if the new hire will be a good
fit and open to learning your guidelines.
During the training phase, "lay your
own groundwork," Friedman says. State
how you greet customers, such as "We
smile at clients, both on the phone and
in person." Those calling in will hear the
positive tone of voice that accompanies
a smile. Present phrases that can be
used, such as "I am so glad you called"
and "I am happy to help." Note what
not to say to customers, including "We
are so busy" or "We never do that." A
script outlining phone etiquette and
common customer conversations could
also be given to new hires.
SHOWCASE EXTRA TOUCHES
During a business trip to Siloam
Springs, Arkansas, McCarthy ate at
Fratelli's Wood-Fired Pizzeria, where
he saw a message indicating that
customers in need could eat for free.
Inspired by the restaurant's generous
policy, McCarthy decided to pay it
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Pizza Today - March 2020
Table of Contents for the Digital Edition of Pizza Today - March 2020
Pizza Today - March 2020
Commentary
Contributors
Expo Spotlight
Meet The Makers
Conversation
Man On The Street
Tony’s Trending Recipe
Knead To Know
Destinations
Customer Service Culture
Self-Ordering Kiosk
Meat Combo Pizzas
Trending Chili Peppers
Hot Topping: ‘Nduja
Understanding Cheese Prices
Text Marketing
Rewarding Staff
Increasing Frequency
Relationship Building
On The Road: Woodstock’s Pizza, San Diego, Ca
On The Road: Regents Pizzeria, La Jolla, Ca
Pizza Expo Preview
Preferred Supplier
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Mike’s Monthly Tip
Pizza Today - March 2020 - CT1
Pizza Today - March 2020 - CT2
Pizza Today - March 2020 - Pizza Today - March 2020
Pizza Today - March 2020 - Cover2
Pizza Today - March 2020 - Commentary
Pizza Today - March 2020 - 4
Pizza Today - March 2020 - 5
Pizza Today - March 2020 - 6
Pizza Today - March 2020 - 7
Pizza Today - March 2020 - Contributors
Pizza Today - March 2020 - 9
Pizza Today - March 2020 - Expo Spotlight
Pizza Today - March 2020 - 11
Pizza Today - March 2020 - Meet The Makers
Pizza Today - March 2020 - 13
Pizza Today - March 2020 - Conversation
Pizza Today - March 2020 - 15
Pizza Today - March 2020 - Man On The Street
Pizza Today - March 2020 - 17
Pizza Today - March 2020 - Tony’s Trending Recipe
Pizza Today - March 2020 - 19
Pizza Today - March 2020 - Knead To Know
Pizza Today - March 2020 - 21
Pizza Today - March 2020 - 22
Pizza Today - March 2020 - 23
Pizza Today - March 2020 - Destinations
Pizza Today - March 2020 - 25
Pizza Today - March 2020 - Customer Service Culture
Pizza Today - March 2020 - 27
Pizza Today - March 2020 - 28
Pizza Today - March 2020 - 29
Pizza Today - March 2020 - Self-Ordering Kiosk
Pizza Today - March 2020 - 31
Pizza Today - March 2020 - 32
Pizza Today - March 2020 - 33
Pizza Today - March 2020 - Meat Combo Pizzas
Pizza Today - March 2020 - 35
Pizza Today - March 2020 - 36
Pizza Today - March 2020 - 37
Pizza Today - March 2020 - Trending Chili Peppers
Pizza Today - March 2020 - 39
Pizza Today - March 2020 - 40
Pizza Today - March 2020 - 41
Pizza Today - March 2020 - Hot Topping: ‘Nduja
Pizza Today - March 2020 - 43
Pizza Today - March 2020 - 44
Pizza Today - March 2020 - 45
Pizza Today - March 2020 - Understanding Cheese Prices
Pizza Today - March 2020 - 47
Pizza Today - March 2020 - 48
Pizza Today - March 2020 - 49
Pizza Today - March 2020 - Text Marketing
Pizza Today - March 2020 - 51
Pizza Today - March 2020 - 52
Pizza Today - March 2020 - 53
Pizza Today - March 2020 - Rewarding Staff
Pizza Today - March 2020 - 55
Pizza Today - March 2020 - 56
Pizza Today - March 2020 - 57
Pizza Today - March 2020 - Increasing Frequency
Pizza Today - March 2020 - 59
Pizza Today - March 2020 - 60
Pizza Today - March 2020 - 61
Pizza Today - March 2020 - Relationship Building
Pizza Today - March 2020 - 63
Pizza Today - March 2020 - 64
Pizza Today - March 2020 - 65
Pizza Today - March 2020 - On The Road: Woodstock’s Pizza, San Diego, Ca
Pizza Today - March 2020 - 67
Pizza Today - March 2020 - 68
Pizza Today - March 2020 - 69
Pizza Today - March 2020 - 70
Pizza Today - March 2020 - 71
Pizza Today - March 2020 - On The Road: Regents Pizzeria, La Jolla, Ca
Pizza Today - March 2020 - 73
Pizza Today - March 2020 - 74
Pizza Today - March 2020 - 75
Pizza Today - March 2020 - 76
Pizza Today - March 2020 - 77
Pizza Today - March 2020 - Pizza Expo Preview
Pizza Today - March 2020 - 79
Pizza Today - March 2020 - 80
Pizza Today - March 2020 - 81
Pizza Today - March 2020 - 82
Pizza Today - March 2020 - 83
Pizza Today - March 2020 - 84
Pizza Today - March 2020 - 85
Pizza Today - March 2020 - Preferred Supplier
Pizza Today - March 2020 - 87
Pizza Today - March 2020 - 88
Pizza Today - March 2020 - 89
Pizza Today - March 2020 - 90
Pizza Today - March 2020 - 91
Pizza Today - March 2020 - 92
Pizza Today - March 2020 - 93
Pizza Today - March 2020 - 94
Pizza Today - March 2020 - 95
Pizza Today - March 2020 - 96
Pizza Today - March 2020 - 97
Pizza Today - March 2020 - 98
Pizza Today - March 2020 - 99
Pizza Today - March 2020 - 100
Pizza Today - March 2020 - 101
Pizza Today - March 2020 - 102
Pizza Today - March 2020 - 103
Pizza Today - March 2020 - Pizza Today Yellow Pages
Pizza Today - March 2020 - 105
Pizza Today - March 2020 - 106
Pizza Today - March 2020 - 107
Pizza Today - March 2020 - 108
Pizza Today - March 2020 - 109
Pizza Today - March 2020 - The Marketplace
Pizza Today - March 2020 - 111
Pizza Today - March 2020 - 112
Pizza Today - March 2020 - 113
Pizza Today - March 2020 - 114
Pizza Today - March 2020 - 115
Pizza Today - March 2020 - 116
Pizza Today - March 2020 - 117
Pizza Today - March 2020 - 118
Pizza Today - March 2020 - 119
Pizza Today - March 2020 - 120
Pizza Today - March 2020 - Reader’s Resource
Pizza Today - March 2020 - Mike’s Monthly Tip
Pizza Today - March 2020 - Cover3
Pizza Today - March 2020 - Cover4
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