I am a self-taught cook, but I probably own a number of cookbooks like sales books. I see it every time I see a network of food. My barbeque cuisine team went to the competition for many years. And we also won several championships. It is difficult to order at many restaurants. I am trying hard to find something I can not improve myself from time to time.
But my palate is still better than the great slice of pizza. I especially like the thin crust, New York style. I could eat it everyday. Usually I do not spend more than a few days without pizza fix.
When I spent at Omaha, there was a limit to get an exceptional pizza in my choice. Last Sunday, I wanted a slice and wanted to try something else, so I went online and remembered a few blocks from the neighborhood in the suburbs. I tried it a couple of years ago, but they did not get impressed, so they fell from my radar.
However, I would like to read recent favorite reviews and take a picture again. After all, go straight down the street ... if it improves, I may be going to drop a lot of cash in the future.
So, I tried calling and ordering a pie. After about 8 rings, the voice of shortness of breath was answered with confusion in the background and greeted "Do you hold me?"
(I left the name of deliberate place - she said it when answered).
To my regret, I agreed.
She did not put me on hold. She just dropped her call.
So, I listen to the kitchen staff 's joke and sometimes listen to her voice. One minute passes.
I am restless.
Two minutes, I bother you.
3 minutes, watching the clock away from the computer's tick. Now I am angry. The kitchen staff is repeating that.
I tried to put it all in perspective and I decided to give it a little more because it became something worthless to worry about. Certainly, I may have returned by hanging up, but my nightmare side wanted to see how long this wreck of the customer service train would last. In addition, I thought that there was a make-up for weekly tips.
And I did not feel like driving more than a few blocks to get a pizza.
With a stamp of 5 minutes, I stop listening to someone picking up the phone. "Call end" flashes on my mobile phone.
At that moment, I decided to offer nuisance phone sales training to the owner.
I was waiting in a hurry, but I was reading about the history of collaboration online. And I talked about owner who came here from Chicago a few years ago. I remembered using the counter and the kitchen that I saw him at the last time I was there. He could have been there and I intended to tell him about my experience.
As a sharp business owner, he welcomes feedback and suggests that things be done correctly.
I returned.
On the phone. Press Redial. Busy signal again. There was no doubt that someone else took hold of it, but then I was forgotten.
Three more times, I tried to hear the busy signal every time.
Finally I heard the sound that is ringing. The man answered, "I am ____," he told his name. It was the owner.
I said, "Yes, I called there ten minutes ago and I tried to get a pizza from you.I was asked to grasp, forgot for about 5 minutes, This was personally because as you may lose customers for the way you handle the call.
"I am sorry about that," he said in a state as opposed to his words.
That was it. I will not try to recover. "Wow, that is certainly not what we do, but let you do it ..."
"I'm sorry," after quieting for a couple of seconds, I repeatedly gave me the opportunity to say more.
"Oh, I'm sorry, but he repeated in an attitude that I think I am busy here.
I was silent without saying anything, I was a little worried. I thought that I might do the right thing in response to the feeling as a business owner.
silence.
I was never a hole about this, but in the end I said "Well, you sold out, more importantly it was a customer."
So, I thought it might make him realize he could still solve this problem. Instead, I heard, "I am sorry to hear that."
He was one of the most serious men I have ever heard.
So, I found another place, a few miles away from my house, answered the first ring, did not put me on hold, repeated my order, the salad upsell that I used I made a suggestion. When my order is prepared. They are getting a lot of my money in the future.
Today, from the perspective of the first pizza joint, sales are under selling of under $ 20.
Wrong.
Years ago, Dominos' marketing staff spoke in front of me at the national sales meeting. He talked about the value of the customer. It is that many people are not at the forefront of the mind. According to their research, the customer does not remember the exact figures, but found that life expectancy is nearly 8000 dollars.
They emphasize it to employees who answered the phone and to everyone in communication with the customer. I talked with a customer of $ 8,000, not a pizza transaction.
Dan Kennedy, one of my business mentors, emphasizes the importance of "future banks" and "current banks". Future banks will tell you what your meaning to you during your lifetime, and yours. As a result, smart marketers often suffer losses by acquiring customers, recognizing that they are actually being profitable over time.
Stitch this again and make it relevant to you: How can you ensure that you become a customer?
Is there a deterrent that makes it difficult for people to become customers? Say "Do you hold it?"
Do you know your own "future bank" number? If not, please grasp it and make sure that everyone who knows the customer's contact knows it.
What are you doing when the customer calls "When I am satisfied with the person I bought" that the competitor calls your customer, that you know that thing? What?
By the way, because the name of this pizza place was an isolated incident, I did not make it clear. I do not want to put them in the trash can. And I may give them another shot at some point. I think that I love pizza, and most people are expecting bad or polite service from the place of pizza.
