pizza | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Where Pizza Delivery and Emergency Rooms Intersect – 12/3/13 TOW

Posted on in Customer Service Tip of the Week Please leave a comment


What do Pizza Delivery and Emergency Room clinical care have in common (other than heartburn and accidents caused by speeding drivers)?

Let’s investigate…

During college, I worked one summer and two holiday breaks delivering pizzas. My initial thought was to drive fast, run to the door, smile, and do my best to make it a pleasant, fast experience – and get good tips! When I was being trained, the store manager gave me two tips that were interesting (and a little surprising).

First, don’t speed – a driver getting into an accident or seen weaving in and out of traffic at high speeds wasn’t good for business for this new shop in this small town. Second, when you leave your car to go to the front door of the home, walk quickly – don’t run, but also don’t walk slowly. The thinking was that if the customer sees you walking slowly, then they may give you a lower tip since it doesn’t look like you’re making the effort. If you run, you could seem (or be) reckless – not a good image.

Fast-forward 20+ years to an Emergency Room (E.R.) patient focus group I facilitated recently. Among the many interesting responses we received from E.R. patients was that they were perturbed if they were waiting in an exam room with little interaction with staff and then saw (or heard) nursing staff or doctors chit-chatting about the latest reality TV show or shopping excursion.

So what’s the connection between these Pizza Delivery and E.R. stories? It’s this – customers often form their perceptions of us in the most unusual times. It’s when they’re waiting for us, watching us, and listening to us – even if they’re not interacting with us.

The pizza customers perceived the driver’s effort and service-orientation in part by how they appeared in going from the car door to the front door. The patients perceived E.R. clinical staff to be wasting time or unconcerned about the patient if the staff were engaged in small talk when the patients were in need of care, communication, and support.

Think about how customers can see you, hear you, and perceive you even when you’re not directly interacting with them. They often form opinions based on those things that surround the “Moment of Truth.”

Watch for the customer’s opportunity to watch you.







Order a Pizza…Save a Life…

Posted on in Business Advice Please leave a comment

Talk about knowing and caring about your customer! This story about how a Domino’s Pizza delivery person may have saved a life was an amazing read and video. Check out the story, and think about how this could happen in your company…

An 82 year-old woman orders a pizza every day for 3 years. When one of her frequent delivery drivers learns that the customer hasn’t ordered in 3 days, the driver goes to the woman’s house and helps to find out that the woman had been on the floor of her home for 3 days and hadn’t been able to call for help. The woman will be fine, and this delivery driver may have saved her life. There are MANY lessons we can take away from this story.

First, be proactive with customers. Don’t allow their perception of you to be based purely on when they initiate the transaction or the conversation.

Second, monitor the activity of your customers. If something changes, that could be a symptom of a problem (or an opportunity for growth!). Act on those changes in behavior.

Third, care about your customer, and make sure they know you care by reaching out to them in ways that don’t always have a sales pitch attached.

Enjoy pizza, enjoy your customers, and enjoy life!

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