Even I don't always agree with my opinion


Nino’s Pizzeria – Whatever Happened To The Customer Is Always Right?

Posted September 25, 2012 by jim young in Business

– jim young

Nino’s Pizzeria is the first recipient of Dog On A Root’s “Dog House” Award.

I have periodically enjoyed the pizza and other dishes from Nino’s, both eat in and take out since the mid 1970s.

Last Saturday evening however was and will be our last taste of Nino’s Pizza.

Mostly it’s been the prices at Nino’s that has kept us from enjoying Nino’s pizzas more often, but it wasn’t high prices that led to Nino’s banishment to the Dog House.

Poor customer service and rude behaviour are inexcusable qualities for any business that wants my business.

Nino’s has proven they excel in these areas (poor customer service and rude behaviour) as much as they excel in the making of their pizzas.

But as they are not the only pizzeria that excels in serving good pizzas our next order will go to Pizzeria Italia or one of the many other games in town that provide good customer service along with a quality pizza.

On a Saturday night visit with my mother-in-law, she offered to treat us to a pizza from Nino’s. My sister-in-law placed the order after which we waited in eager anticipation for our pizza to arrive.

And we waited.

And we waited.

After about an hour we began to wonder what happened.

“Did you give them our address?” we asked of my sister-in-law. (We had heard her provide the phone number.)

“They didn’t ask.”

“How will they know where to deliver?”

“They have the address on file from our phone number.”

My wife decided to call and check and was told they were waiting for us to pick it up.

At this point it was a “no harm, no foul” situation. Everybody makes a mistake. It’s how they correct it that counts.

But Nino’s insisted they had specifically asked if it was for Pick Up or Delivery.

My sister-in-law denies being asked and had assumed they knew to deliver since she orders pizza frequently from Nino’s and always has it delivered.

Now I couldn’t testify in a court of law what was actually said when my sister-in-law placed the order as I could only hear one side of the conversation.

But it doesn’t make sense.

And as Judge Judy will tell you – if it doesn’t make sense – it’s probably not true.

Just think about it.

My sister-in-law is sitting in her pajamas having enjoyed a couple of beer late on a Saturday afternoon. Does it make sense that IF she was asked if it was for Pick Up or Delivery that my sister-in-law would have told Nino’s she would pick it up?

If it doesn’t make sense – it’s probably not true.

At this point an apology for the misunderstanding would have been all it took to make things right.

Instead a male voice (presumably the owner or manager) grabbed the phone from the lady my wife was speaking to and began to insist that my sister-in-law had said she would pick it up.

From a customer service perspective, did it really matter at that point? What was to be gained?

From my experience all pizzerias are a little nervous about receiving prank calls for pizza orders and so they will insist on having a phone number.

One wonders why, after the pizza was left sitting so long, they hadn’t called back to ask if we were still coming to pick it up?

In fact the manager admitted (or at least claimed) he had called back and there was no answer.

Now we KNOW he’s lying. There were four of us sitting around the table and the phone rang only once when a relative called. (It was a brief conversation.)

So I will concede Nino’s MIGHT have gotten a busy signal.

It’s important to note that this incoming call came shortly after the order was placed. So whatever call the manager made – was NOT to find out why we hadn’t come to pick up the pizza – it could only have been to verify the order.

When one receives a busy signal, isn’t it customary to call back a few minutes later?

If the manager had called back to verify the order and received no answer – why did he still make our pizza when he couldn’t verify the order?

My wife provided the address for delivery at which point the manager hung up on her without so much as an apology, a goodbye or even a “wham, bam, thank you ma’am”.

And a few minutes later our pizza arrived – cold.

Whatever happened to “the customer is always right” – especially when they are?

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