Customer Service
What does the word "Fine" mean coming from your pizzeria's customers? Customer service expert Shep Hyken takes a close look at the word and how it doesn't always mean your customer is happy.
We live in an age when customizing anything and everything is expected. The customer in each of us always wants businesses to cater to our every need. We want to personalize everything to make the product or service one of a kind. We want to be our own chefs or artists by choosing what we want and having it turn out great.
Paying close attention to your customers, their behaviours, their habits can pay off, writes customer service expert Shep Hyken. When you know them that well, you’ll be able to anticipate or predict what they will ask for next – sometimes even before they know they need to ask.
U.K. – PizzaExpress UAE is providing customers with fast, free and secure guest Wi-Fi to customers while gathering customer analytics by partnering with IT systems provider CDW and analytics company Purple.
We have all been on the receiving end of a wrong order, a cold meal, a defect in an item or an experience of lacklustre customer service. Stuff happens: we are, after all, humans and not perfect. How we as clients choose to raise these complaints and how we as business owners choose to address them are the biggest determining factors of a downfall in client satisfaction, client retention and profit.  
According to findings from a new survey, restaurant-goers are skeptical of restaurant review sites, favour a friend's recommendation, like promotions, and will give a restaurant a second chance if they feel their complaints are heard and acknowledged after a poor dining experience.
Customer loyalty should be a priority for every pizzeria owner. In this fiercely competitive market where amazing talent emerges every day, independents especially need loyal customers not only to stay afloat financially but also to grow the baby that is their business.
Society is obsessed with decluttering, or at least obsessing about needing to declutter.  The baby boomers who entered adulthood in the 1980s and ’90s accumulated stuff – lots of it – and now they’re re-evaluating their priorities. In his groundbreaking book Stuffocation, James Wallman speaks to the importance of experiences over things.  “We have to transform what we value. We have to focus less on possessions and more on experiences. Rather than a new watch or another pair of shoes, we should invest in shared experiences like holidays and time with friends,” Wallman writes.
It’s easy for us to forget that even though online ordering is growing, personal contact by phone is still the most popular way to order a pie. In the United States, there were 1.02 billion orders placed over the phone in 2015 versus 904 million placed online, according to NPD Group research.
Here are five tips from marketing expert Marc Gordon on how to respond to reviews of your business.
Mississauga, Ont. – Poor customer service can cost a restaurant up to $5,000 in potential revenue for the customer who leaves unsatisfied, foodservice consultant Jeff Dover explains from the Canadian Pizza Show, held last fall.
Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation.
Ottawa – An Ontario woman wants the province to require all restaurants, movie theatres and community centres to provide changing tables for children after she says she was shamed at a family restaurant for changing her daughter on a dining room table. CBC News reports. | READ MORE
Toronto – Retailers are feeling more confident than they have in years, and say improvements in customer service are helping to drive more sales, suggests the Canadian Retail Insights Report recently released by American Express.
Chicago – Tap water on the table is really an issue with full-service restaurants, and millennials' preference for "just water" may signal an opportunity to present options, writes NPD Group's global senior vice-president of foodservice. | READ MORE

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