THE SCENE:
Friday evening at 7pm- very busy. A lot of people in line and all tables the tables (three or four I believe tops) full. Three of us entered- two of us left. WHY? Let's slice into it and discuss:
If you walk in from the Crystal Drive side of the street, it is a bit confusing to first see pizza sitting on display. Only a moment to come to the conclusion you are not yet in line.
After looking at the interesting choices, my first friend dashed his way to the stanchions and ordered two slices, paid, got a buzzer, stepped out of line. Next, my other friend ordered two slices, an entire White Pizza with Chicken, paid, got buzzer, stepped out of line. My turn to order two slices - no more pepperoni. WHAT? Did I hear that right? NO MORE PEPPERONI?
While I was having to reselect, a giant Pepperoni pizza comes rolling out of the oven. 'SHE of the register' asks, "OK, what did you want again?" I quickly ordered my Pepperoni and the interesting Ham/Pineapple creation, paid, got a buzzer and stepped out of line. Heated or Not? No one asked! Now we're crowding in the rather tiny area next to the ropes and crashing on the people at the tables. Ambiance- doesn't really exist.
We watch two guys making pizzas on the side as they pummel the dough and then use a funky looking spiked roller to punch holes into the crust. INTERESTING.... NO one making wings. We asked about the wings on the menu. "In the back" Pizza Guy Number ONE yells, over the loud music, too loud to ask if it was possible to try the sauces to see if they're tasty enough to order wings.
First buzzer off. Slices in hand. Second buzzer off - counter guy who seems to be the manager but its hard to tell, hands my other friend two slices and says he's good to go. NOT SO FAST PAL - where's my pizza - the WHOLE pizza?
WHAT??? Counter guy is perplexed. Friend shows the receipt - see here, pointing.
OH, we didn't make it yet. HUH? That's right, they handed his slices before making the entire pizza - that's gonna be a wait. NO TIME GIVEN. SOOO not customer friendly.
My buzzer goes off, get my slices, and I'm ready to go. As we exit the tiny storefront, we look to our friend - slice box in hand, looking sad.
Our hungry and waiting friend STANDS 20 MINUTES to get his pizza. No one offers to give him new, hot slices. No one offers him a drink or even a wing or sauce to try. He is bummed. Someone asks if he is ok. NO he isn't. HE WANTS HIS PIZZA!! He observes pizza after pizza coming out and into the hotboxes under the counters. Where is his pizza, he wonders. He notices three other customers just like him waiting for their whole pizzas. All of them holding now cold slices in boxes. All of them having to point out that they had not received their full order and were told to wait.
By the time he gets his pizza (total time 26 minutes) and then travels home, (another 30 minutes in the car teased by the aroma) our friend is greeted by our texts boasting about how yummy we thought our food was.
RECOMMENDATIONS:
1) Traffic flow problems would seem to be solved with some basic traffic flow information. Its called an arrow- "THIS WAY to Great Food!"
2) If its going to take 20 minutes to make a special order pizza SAY SO. OUR time is just as important as yours is. PUT IT ON THE SIGN!!! WE WILL CALL AHEAD NEXT TIME!!!!
3) WINGS: How about offering a 'taster flight' of sauces to try? We'd probably even pay a nominal price for it, the sauces seem exotic enough, and without knowing what the sauces taste like, we're less inclined to order wings we would HATE. BTW: You totally lost a possible sale and repeat customer for that alone.
4) SCHEDULE the shift to ensure you have the right mix of pizzas in the right quantity of what people want. NO one should ever hear "NO PEPPERONI" - ever!
By now you should have enough data to review the demand for certain pizzas at certain times on certain days. If you don't know how to work that point of sale system, I'm sure a night of 'Bar Rescue' reruns will clue you in on the fact that magic box has great insight and information inside of it. Get the manual, figure it out.
5) A SALE ISN'T FINAL until EVERY THING ON THE ORDER IS DELIVERED. If you were a waiter, we'd be docking your tip! Deliver HOT slices and HOT FULL ORDER PIZZA(s) and/or WINGS together everything at the same time. THEN and only then is it a final order.
6) HOW LONG are those pizzas sitting for? DISPLAY the freshness with a timer! If the pizzas have been out 20 minutes, then you reheat them for us as take out, what are they going to taste like when we get them home? REHEAT instructions are NOT printed on the box! Tell me what to do so I don't ruin them. Solve that with a sticker. Easy. Put
LAST: BE NICE - say thank you (and mean it!) when I spend my hard earned dough on your 'za.
FINAL THOUGHTS:
Common sense not on the menu.
Decent pizza is. read more