Everyone makes mistakes.
It’s going to happen and sometimes you just have to go with the flow. So when the delivery guy showed up at my front door tonight without my complete pizza order, I kept that in mind. The actions that took place afterwards, though…
Let’s start at the beginning:
There was a pizza place in town called Vittorio’s II Pizza. The “II” was because there is more than one. I think the other one is across town – but I digress. We recently curbed our pizza ordering habits (read: I need to lose weight) but I still would order a pie for delivery about once a month.
A few weeks ago, the place changed its name to Mossimo’s Pizza. It has a pretty new sign outside but, as far as I could tell, it’s damn close to what was there before.
Not the same.
Tonight, we ordered a large pizza, garlic knots, and a two liter of soda. It’s been a stressful day and we just wanted to sit in front of the TV for a couple of hours and eat dinner. Pure lazy awesomeness.
The delivery guy showed up tonight and informed us that they were “out of Coke products.” He said he’d refund us the $2.50 for the soda. I asked why no one called to tell us that they were out of Coke since, you know, I’d drink Sprite in a pinch. At that, he offered to drive back an get one for us.
I explained that doing so would defeat the purpose of dinner since the pizza would be cold.
Shannon, being the nicest person ever, still tipped him $5. Instead of declining, he gave her $3 back as a refund for the soda we didn’t get.
As soon as he left, I picked up the phone and called Mossimo’s back. I got the nice young lady who took my order earlier and I politely asked to speak to the manager. She asked what it was in regards to and I explained that I had just received my order and it didn’t come with the two liter of carbonated goodness we asked for with it.
She asked me to hold on a moment and (after, literally, about one second) she just continued the conversation. I could hear a guy talking in the background, but couldn’t understand him. She said that when the delivery guy came back that she would send him back to my house with the soda. I asked how since they were allegedly “out of Coke products.” The young lady informed me that they were NOT out of the products and it was “his fault that he forgot.” She also told me how upset she was with him.
Like I should care.
I explained that there was a Marco’s Pizza right down the road and I’d most likely order from them going forward.
Like I said at the beginning of this post: everyone makes mistakes. The important thing, though, is how to handle them when they happen. Here are a couple of options that would have made sense:
1. Hand the manager the phone. If he’s busy, ask if the customer can hold.
2. Corrective measure Option A: Apologize and offer to refund the pizza.
3. Corrective measure Option B: Apologize and offer the next order as free.
4. Corrective measure Option C: Apologize and offer a discount on the next order.
(All options involve having the manager come to the phone.)
If they hold this level of service with all the locals, it’ll only be a matter of time before they are as closed that the buffet that used to be next door.
Stay classy Vero Beach businesses.