Pizza Today - August 2020 - 32

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ations in which workers will provide
their own PPE, lay out guidelines for
the equipment.
"We keep introducing weekly
updates, trying to stay on top of the
ever-changing environment," DiMeo
says. "From temperatures and health
checks to daily logs, adding plexiglass
shields at every counter, and soonto-be new POS temperature check
clock-ins, we are doing everything
that we can to stay on top of keeping
staff, as well as guests, healthy."
Take Steps for Accountability
It can be helpful to talk to staff to
make sure they understand both the
"what" and "why" surrounding new
guidelines. Holding a quick meeting or checking in with staff on an
individual basis can allow you to
gauge their reactions. When staff at
Mr. Moto Pizza had to adapt quickly,
"everyone was onboard and prepared
for the ride," Moreno says.
Besides listing what needs to be
done, it can be effective to include
what measures will be taken if
employees don't comply with the
new rules. When updating employee
guidelines, "put in repercussions,"
Behren says. For instance, if staff
members are required to wear a face
mask, list the consequences that will
occur if an employee doesn't wear
one.
Giving managers and supervising staff members tools to monitor
the new guidelines can help ensure
follow through. "We have daily logs
for them to complete, which include
temperature checks when employees
come into the stores for work, including after their breaks, as circumstances could change throughout the day,"
DiMeo says.
Don't Change Customer
Service Policies
Just as customers will notice
changes like gloved hands or covered
mouths, they will also pay attention
to how they are treated. "My philosophy is that you want to provide the

same level of service that you would
in every environment," says Michael
Liebowitz, owner of NoNo's Pizzeria
& Bar by Frankie in Miami Beach.
"You want everyone to be happy."
The restaurant, which started with
just takeout and delivery, opened
in June 2020. From day one, staff
members were trained to wear PPE,
wash hands throughout their shift,
and consistently wipes down surfaces. And while employees need to
follow safety measures, customers are
welcome to ask for flexibility when it
comes to the menu. "Not everyone's
taste is the same," Liebowitz says. If a
customer asks for a pizza with more
cheese or a thinner crust, employees
oblige the request. "We'll do it however someone wants it," Liebowitz
adds.
Even if the atmosphere looks different, customers are likely to appreciate the extra steps taken to promote
safety. And the health measures can
even help take customer service to
another level by forging bonds in the
community. "Our relationship with
our customers is of utmost importance," Moreno says. "We've been
supporting our neighborhood schools
and running weekly giveaways on
our social media pages, and it is great
seeing how they are supporting Mr.
Moto through these difficult times."
Ensuring top-notch health and
safety for both employees and
customers can help set your restaurant apart from the rest. Taking
steps to reduce the spread of germs
and promote cleanliness could even
boost your brand, as clients become
more health-driven in their choices.
"I think it's a great thing," Liebowitz says. "A lot of this has been long
awaited." n

RACHEL HARTMAN is a freelance
writer who covers small business,
finance and lifestyle topics.

Pizza Today - August 2020

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