We have a new addition for DUDS: Dumb Unilateral Decisions by big companies. This time, it’s one of my favorite local restaurants.
I’m a regular customer at our local family pizza restaurant with a two initial name of a U.S. city in the north east, rhymes with a petroleum company that had a little oil gusher problem.
It’s a busy Monday. Daphne and I are working through lunch to put a project together.
So, I phone up for a lunch take-out order.
Me: “May I please have the salad and pizza bread combo?”
Them: “I’m sorry, sir, but that’s only available for dine-in. It’s not available for take-out.”
Me (hungry and incredulous): “Really?”
Them: “Yes”
Me: “OK, I’ll have a salad and a pizza bread please.”
Them: “Sure, that will be ready in ten minutes.”
Lessons for business:
- If you have an in-restaurant menu item available, make it available for take-out, too.
- Give your customers choices.
- If you customers like something, make it easy for them to buy it however, whenever and where ever they want.
- Don’t intentionally frustrate your customers.
OK, ten minutes are up. It’s time to pick up my lunch. Maybe I’ll give them a copy of this article as a tip!
Update: When I picked up my meal, they had actually charged me for the in-store menu item that I wanted in the first place. Kudos for them and some good front-line decision making. Another lesson – always empower your front line people to make the customer happy. Now, I’m happy.
Copyright 2010. All Rights Reserved. Phil Symchych
