ust was too thick or it was too thin. It wasn’t the same way twice. I took a few weeks off in hopes that they were having a bad patch. So a few days ago I went in again. There were new faces. Not as friendly as before, and when I returned home, the pizza wasn’t that great. Again, not the same as the first time I went in.

Inconsistent is all I can say about the place now. So, will I go back? I’m not sure. There’s something to be said about a franchise pizza. It’s not the best, but at least I always know what to expect. I get the same product each and every time. And that is a big

It would seem that the topic of customer service has been beaten to death. I mean, everyone has great customer service, don’t they. You’d think so with all that advertisements asking to choose a business because they have better customer service. The problem is that I don’t think most companies, businesses, organizations or people in general really understand what good if not great customer service means.

My strong opinion is that in order to provide good customer service you must have good systems and processes in place. And, those systems and processes must be engineered to a specific business. Then, once you have your systems and processes properly engineered and in place, you must ensure that they are consistently followed. That is the big component that often gets overlooked – consistency.

Now when I talk about systems and processes I’m not just talking about the people who have direct contact with the customers, these must also include every aspect of the business. The best example of this are franchised businesses. Now I prefer to patronize the local places when I can, but these locally owned businesses could learn a lot from how the franchises operate.

Everything that is required to run the franchised business is documented; everything from how to cook the hamburger to how to assemble it and wrap it. This is all in addition to how and when to greet customers. Although there are many companies that do this reasonable well, there are many more that just don’t get it. Some of them once got it, but forgot to take a step back and look at how consumers have evolved and their systems are no longer effective.

What brings this up today? It all comes back to something as simple as take-out pizza. There’s a place here in Colorado Springs that I thought was going to a great new local business where I could get a good pizza pie. The first time I went there it was great. It was a great pizza and there were great people. The second time wasn’t as good, as there was a discrepancy in the price and how the pizza turned out. The third time there was a “problem with the oven” and they had to remake my pie. It was inconvenient but I was given the pizza for no charge. Huge gesture and it maintained my loyalty.

Over the next three weeks I ordered a pizza a week. Each time the pizza came out different. It either had too much cheese or the crust was too thick or it was too thin. It wasn’t the same way twice. I took a few weeks off in hopes that they were having a bad patch. So a few days ago I went in again. There were new faces. Not as friendly as before, and when I returned home, the pizza wasn’t that great. Again, not the same as the first time I went in.

Inconsistent is all I can say about the place now. So, will I go back? I’m not sure. There’s something to be said about a franchise pizza. It’s not the best, but at least I always know what to expect. I get the same product each and every time. And that is a big

business. Then, once you have your systems and processes properly engineered and in place, you must ensure that they are consistently followed. That is the big component that often gets overlooked – consistency.

Now when I talk about systems and processes I’m not just talking about the people who have direct contact with the customers, these must also include every aspect of the business. The best example of this are franchised businesses. Now I prefer to patronize the local places when I can, but these locally owned businesses could learn a lot from how the franchises operate.

Everything that is required to run the franchised business is documented; everything from how to cook the hamburger to how to assemble it and wrap it. This is all in addition to how and when to greet customers. Although there are many companies that do this reasonable well, there are many more that just don’t get it. Some of them once got it, but forgot to take a step back and look at how consumers have evolved and their systems are no longer effective.

What brings this up today? It all comes back to something as simple as take-out pizza. There’s a place here in Colorado Springs that I thought was going to a great new local business where I could get a good pizza pie. The first time I went there it was great. It was a great pizza and there were great people. The second time wasn’t as good, as there was a discrepancy in the price and how the pizza turned out. The third time there was a “problem with the oven” and they had to remake my pie. It was inconvenient but I was given the pizza for no charge. Huge gesture and it maintained my loyalty.

Over the next three weeks I ordered a pizza a week. Each time the pizza came out different. It either had too much cheese or the crust was too thick or it was too thin. It wasn’t the same way twice. I took a few weeks off in hopes that they were having a bad patch. So a few days ago I went in again. There were new faces. Not as friendly as before, and when I returned home, the pizza wasn’t that great. Again, not the same as the first time I went in.

Inconsistent is all I can say about the place now. So, will I go back? I’m not sure. There’s something to be said about a franchise pizza. It’s not the best, but at least I always know what to expect. I get the same product each and every time. And that is a big

rything that is required to run the franchised business is documented; everything from how to cook the hamburger to how to assemble it and wrap it. This is all in addition to how and when to greet customers. Although there are many companies that do this reasonable well, there are many more that just don’t get it. Some of them once got it, but forgot to take a step back and look at how consumers have evolved and their systems are no longer effective.

What brings this up today? It all comes back to something as simple as take-out pizza. There’s a place here in Colorado Springs that I thought was going to a great new local business where I could get a good pizza pie. The first time I went there it was great. It was a great pizza and there were great people. The second time wasn’t as good, as there was a discrepancy in the price and how the pizza turned out. The third time there was a “problem with the oven” and they had to remake my pie. It was inconvenient but I was given the pizza for no charge. Huge gesture and it maintained my loyalty.

Over the next three weeks I ordered a pizza a week. Each time the pizza came out different. It either had too much cheese or the crust was too thick or it was too thin. It wasn’t the same way twice. I took a few weeks off in hopes that they were having a bad patch. So a few days ago I went in again. There were new faces. Not as friendly as before, and when I returned home, the pizza wasn’t that great. Again, not the same as the first time I went in.

Inconsistent is all I can say about the place now. So, will I go back? I’m not sure. There’s something to be said about a franchise pizza. It’s not the best, but at least I always know what to expect. I get the same product each and every time. And that is a big

ght was going to a great new local business where I could get a good pizza pie. The first time I went there it was great. It was a great pizza and there were great people. The second time wasn’t as good, as there was a discrepancy in the price and how the pizza turned out. The third time there was a “problem with the oven” and they had to remake my pie. It was inconvenient but I was given the pizza for no charge. Huge gesture and it maintained my loyalty.

Over the next three weeks I ordered a pizza a week. Each time the pizza came out different. It either had too much cheese or the crust was too thick or it was too thin. It wasn’t the same way twice. I took a few weeks off in hopes that they were having a bad patch. So a few days ago I went in again. There were new faces. Not as friendly as before, and when I returned home, the pizza wasn’t that great. Again, not the same as the first time I went in.

Inconsistent is all I can say about the place now. So, will I go back? I’m not sure. There’s something to be said about a franchise pizza. It’s not the best, but at least I always know what to expect. I get the same product each and every time. And that is a big

ust was too thick or it was too thin. It wasn’t the same way twice. I took a few weeks off in hopes that they were having a bad patch. So a few days ago I went in again. There were new faces. Not as friendly as before, and when I returned home, the pizza wasn’t that great. Again, not the same as the first time I went in.

Inconsistent is all I can say about the place now. So, will I go back? I’m not sure. There’s something to be said about a franchise pizza. It’s not the best, but at least I always know what to expect. I get the same product each and every time. And that is a big part of good customer service.

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