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BUT I WANT MY CREDIT
back in late December when we started doing the crazy, insane, really really cheap, very very popular pizza deal, we got hit like nobodies business. business boomed and we set sales records that has stood for many many years. the downside to this was long delivery times. the upside was that not very many orders stayed waiting in the store for very long. and this was a typical Wisconsin winter to boot ie. bitter cold, snow, wind, etc.
Fast forward to last night.
the person in this story has a miniscule amount of credibility just barely. AND they waited 9 months to "claim" their "credit"
The GM takes a calls from a customer with a "complaint". they alledgedly had ordered 4 pizzas at the beginning of the insane promotion (back in late Dec.). when the order arrived they "claim" ALL of the pizzas were "Ice Cold". the customer supposedly complained to the driver about this. the delivery driver (no one is sure who that was and this will be clear in a moment) supposedly said (to the customers face) "YEAH SO WHAT????"
Customer then supposedly tells the driver "WELL I guess I will have to order from some other (big company) pizza place. driver supposedly answers back "Why should I care?????" and walks away.
customer then alledges that they called the store, talked to a manager and were given a $40 credit.
GM tries to look up this supposed "credit" and finds none. GM then looks up the customers phone number in the POS and finds nothing. searches the paper book and finds nothing.
First problem is that ALL of our instore complaints that are granted next pruchase credits get recorded no exceptions. this is done either in the POS or in a binder with paper pages by month
second of all we were pushing out orders like the dickens. no order sat in the store for very long.
third the hot bags we use keeps the pizzas and stuff very warm for a LONG TIME. for example I have orderd a pizza near closing time and put it in a delivery bag and then put the bag in the back of my car. when I clocked out 2 hours later the pizza (inside the delivery bag) was still fairly warm and this was inthe dead of winter.
Fourth NO driver at my store would have spoken to a customer like that. we know better
The GM, not know what else to do and in the interest of good customer service give the customer 2 free large pizzas.
Calling Dr. Who #2
I took this call at 7:35pm
Me - still the happless delivery driver
TCC - Time Clueless Customer
Me - openning phone speil
TCC - YES I placed a delivery order well over an hour ago and IT HAS NOT BEEN DELIVERED YET!!!!
Me - (ahhhh yes another case of customer time AND we are not that busy so this is quite impossible) OK may I have your phone number please?
TCC - XXX-XXXX
Me - OK I see that you placed your order at 6:55pm and you were quoted a delivery time of 40 minutes. I do see that the order has been dispatched and is on the road. the driver will be there momentilary. (even the POS says the order is just now "late" as the customer was not that far away)
it seems we are getting cases of customer time now on a regular basis.
back in late December when we started doing the crazy, insane, really really cheap, very very popular pizza deal, we got hit like nobodies business. business boomed and we set sales records that has stood for many many years. the downside to this was long delivery times. the upside was that not very many orders stayed waiting in the store for very long. and this was a typical Wisconsin winter to boot ie. bitter cold, snow, wind, etc.
Fast forward to last night.
the person in this story has a miniscule amount of credibility just barely. AND they waited 9 months to "claim" their "credit"
The GM takes a calls from a customer with a "complaint". they alledgedly had ordered 4 pizzas at the beginning of the insane promotion (back in late Dec.). when the order arrived they "claim" ALL of the pizzas were "Ice Cold". the customer supposedly complained to the driver about this. the delivery driver (no one is sure who that was and this will be clear in a moment) supposedly said (to the customers face) "YEAH SO WHAT????"
Customer then supposedly tells the driver "WELL I guess I will have to order from some other (big company) pizza place. driver supposedly answers back "Why should I care?????" and walks away.
customer then alledges that they called the store, talked to a manager and were given a $40 credit.
GM tries to look up this supposed "credit" and finds none. GM then looks up the customers phone number in the POS and finds nothing. searches the paper book and finds nothing.
First problem is that ALL of our instore complaints that are granted next pruchase credits get recorded no exceptions. this is done either in the POS or in a binder with paper pages by month
second of all we were pushing out orders like the dickens. no order sat in the store for very long.
third the hot bags we use keeps the pizzas and stuff very warm for a LONG TIME. for example I have orderd a pizza near closing time and put it in a delivery bag and then put the bag in the back of my car. when I clocked out 2 hours later the pizza (inside the delivery bag) was still fairly warm and this was inthe dead of winter.
Fourth NO driver at my store would have spoken to a customer like that. we know better
The GM, not know what else to do and in the interest of good customer service give the customer 2 free large pizzas.
Calling Dr. Who #2
I took this call at 7:35pm
Me - still the happless delivery driver
TCC - Time Clueless Customer
Me - openning phone speil
TCC - YES I placed a delivery order well over an hour ago and IT HAS NOT BEEN DELIVERED YET!!!!
Me - (ahhhh yes another case of customer time AND we are not that busy so this is quite impossible) OK may I have your phone number please?
TCC - XXX-XXXX
Me - OK I see that you placed your order at 6:55pm and you were quoted a delivery time of 40 minutes. I do see that the order has been dispatched and is on the road. the driver will be there momentilary. (even the POS says the order is just now "late" as the customer was not that far away)
it seems we are getting cases of customer time now on a regular basis.
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