A few days ago my wife and I had a fun-filled experience I wanted to share with you as a lesson of how to NOT run your business. Whether online, like most of you are, or offline (like we experienced) take heed.
The Pizza Saga Begins
It was a Friday night and my sister-in-law and her kids came over to play some Wii-U and hangout with my wife, my son and I.
We and the kids were getting hungry so we ordered in some pizza. What goes better than Mario and a good slice of pizza, right?
The pizza company is fairly new to town and we’ve probably ordered from them 15 times in the last year. On the phone we were told it’d be 45 minutes for our pizza and on a Friday night we understood.
After waiting for an hour we started wondering where they were. Hey, 15 minutes last isn’t horrible and things happen so I let it go. About 15 minutes later, still nothing.
So my sister-in-law picks up the cellphone and calls to inquire about our order. After asking when we can expect the order she was handed off to someone (presumably the owner or manager) who then told us that the delivery girl was lost.
No GPS? No map? In 2012/2013? Look, we don’t live underground in a military industrial complex here.
Not to mention this was the 15th time or so they’ve been here. Something wasn’t adding up.
By this point we’re about an hour and 20 minutes into waiting for the food.
She kindly reminded them that they said it’d be out in 45 minutes and that they’re running extremely late. He simply said “well’ whoever told you that shouldn’t have told you 45 minutes, that’s not my fault.”
News flash, when it’s your business, everything is your fault. If you manage a business, everything is your fault.
At the 1:35 mark finally our food arrives. It was the same delivery person, who has been to our house at least a half dozen times. Lost? No way.
Immediately looking at the boxes I notice that there is sauce
all over freaking covering the outside of the box, literally dripping from it.
So, my wife calls in to them, explaining that we just called a few moments ago and our food has finally arrived but there is sauce all over the boxes. Meanwhile I opened the boxes only to find that the entire contents of the stromboli dish had been completely dumped out all over the inside of the box. There was barely anything left in the sauce pan.
Here’s a nice pic of that junk.
Then I opened the pizza and the pizza was all slid to one side and mangled.
Here’s a pic of that junk too.
Good God! You’ve got to be kidding me!!
So, she mentioned to the manager that our food was ruined. In which he replied “What! Did she drop it or something?” Sir I don’t know but we can’t eat this.
He continued to say “I guess I’ll make new and bring it out.”
Good thing he seemed extra sincere.
She asked if it’d be 2 hours again. O.K. side note; by this point she’s pissed and I would have said something far worse than that.
He said “ I don’t know, it’ll get there as soon as we can, you’re not the only customers we have tonight.”
Those lucky “additional “customers must be having a swell time too!
Immediately, without question my wife hit the end call button and stated we’d never order from there again. I however, wanted to see what the guy would do.
A). Would he come out himself and apologize?
B). Send coupons and come out and apologize?
C). At least send coupons or vouchers for free food with the delivery girl?
D). Perhaps send a different delivery person as to avoid stress for everyone involved.
E. Send the same delivery girl, without coupons/vouchers/without apology….
That is when I decided we were really done with them. I don’t care if they made the best food on Earth; we were done with them for good.
I told their delivery girl to take back a message to her boss. It was simply; we will never order from your company again.
That’s probably a lot of money seeing how we order pizza at least twice per month. But, if it was just us it might be live-able. Note: Cue the surreal foreshadowing music.
After we finally ate my wife immediately posted the awesome pictures to Facebook for all of our friends to see. After all, many of our friends eat in the same places and do the same things we do.
Do you think they’ll think twice about ordering rom there? You bet.
Upon posting the pictures, comments started coming in immediately with people who have had the same or similar experiences.
Do you think the people who see that 25 other people had a bad experience with a company would choose them in the future? No way.
This is why, especially in this day and age, that when you are running a business (even if it’s just a website) that it’s critical to handle any issues immediately and take ownership.
It’s also important that you do not promote crappy products. If you tell someone that something is great and it’s lousy, they won’t appreciate it.
How do you think people who order a really crappy “get rich” product feels? Do you think they’ll ever trust the site that promoted it? What will they tell their friends, family and social media?
This is why what you promote matters as much as how you run your website.
Take ownership of your business no matter what your website promotes. Interact socially with your website and take care of problems and you’ll be better off for it. Remove products that are suddenly junky or warn your visitors about it.
Of course, like all businesses, you’ll always get that one person that is loud, rude and yelling over nothing. But, politely send them on their way and always keep your composure.
You’re never going to please everyone but, you need to please the majority. If the majority starts having the same experience you’ll soon be sitting in an empty room all by yourself.
Lastly, I won’t name the company as most of you do not live near me, nor am I vindictive as I wish the company no harm. I actually hope they change their ways and straighten their business out. However, they will permanently be doing it without us and probably most of our friends who live in the area.
Have an awesome experience to share? How did you handle it? What are your thoughts?
Last updated byat .