The pizza arrived blackened. And by that I don’t imply merely overcooked and even barely burned on the underside — I imply “finish of instances” black. We posted an image of it on our Fb web page (search: Pizza Right this moment) with a brief caption and it went viral. The feedback and shares from pizzeria homeowners ran deep. They may not imagine a pizza store would ship the charcoal black pizza to a buyer.
Neither might we. We would have liked a pan pizza for a photograph shoot and easily didn’t have time to make it ourselves earlier than our deadline. We known as an impartial pizzeria simply blocks away from our workplace and positioned the order anonymously, in fact. Once we opened the field, our jaws dropped. Our managing editor, Mandy Detwiler, positioned a name to the store. She requested to talk to the supervisor relating to a burned pizza. After 5 minutes on maintain, Mandy was knowledgeable the supervisor was busy serving to within the kitchen as a result of somebody didn’t present as much as work that day (the shopper’s drawback?). Mandy was promised a return name from the supervisor.
Nicely, the return name got here — however not from the supervisor. Once more, too busy. However the worker was courteous and apologetic. She defined the rationale for the burned pizza (their inexperienced crew had turned the deck ovens up too excessive within the morning) and supplied to make it proper by sending a present card. That did nothing to fulfill our wants for a photogenic pizza or to treatment our starvation, however it was a gesture that, as pure clients, we appreciated. She was working to make it proper.
The most effective a part of the story — not less than it gave me a chuckle — was when the worker known as Mandy again to get the handle to which the present card ought to be despatched. “908 South eighth Road,” Mandy stated … “Care of Pizza Right this moment journal…” There was a pant on the different finish of the road. The poor woman couldn’t imagine they simply despatched a nationwide journal a product even a hog wouldn’t eat. However, in actuality, we’re completely the perfect workplace in America for this kind of mistake. We perceive. Others don’t. In some unspecified time in the future it turns into not concerning the poor product that was served, however concerning the service the sad buyer receives post-mistake.
What would you personally have accomplished on this scenario had that decision come into your pizzeria? Would you may have returned the decision your self? Would you be completely happy for those who discovered that the hostess as an alternative of the supervisor known as the shopper again when the shopper particularly requested to talk to the manger? Would you may have delivered a brand new pizza instantly together with the present card? These are all questions that our employees has requested each other and our operator buddies because the blackened pizza left us all feeling blue.
I’d love to listen to your ideas on how you’d have settled the matter if it occurred in your pizzeria. Please e-mail me on the handle beneath.
Finest,
Jeremy White, editor-in-chief
jwhite@www.pizzatoday.com
