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how to inspire customer loyalty
so last monday, ![[livejournal.com profile]](https://www.dreamwidth.org/img/external/lj-userinfo.gif)
wholenother and i ordered a pizza which took, frankly, quite a bit longer to arrive than it probably should have. guy got lost, or something -- that pizza had been a pizza for a while by the time it got here. but whatever, it wasn't ridiculously late like that time datlowen and i ordered from the same chain in college and the thing still hadn't arrived like four hours later, and i was down watching the delivery cars arrive so i could stop the guy if it looked like he didn't realize he was at the right building, and one driver thought i was, like, holding him up for the pizzas, offered to give me the pizzas if i'd just not make any trouble, like i was pizza-jacking him or something (which i wasn't).
anyway. so today, in the mail, i have this card from the chain (which is Papa John's, i don't mind telling you, because of what's about to follow): I don't believe, says Papa John, your recent experience with us met my standards. Please give us another chance to serve you and your family by enjoying a free large pizza on us.
did i complain? i did not. did i tip the delivery guy? i did. which means these dudes looked in their little computer and saw "time ordered" and "time returned" and concluded that they'd fucked up, and have done something proactive to fix it.
i wasn't unhappy. but now i'm delighted. go, them.
wholenother and i ordered a pizza which took, frankly, quite a bit longer to arrive than it probably should have. guy got lost, or something -- that pizza had been a pizza for a while by the time it got here. but whatever, it wasn't ridiculously late like that time datlowen and i ordered from the same chain in college and the thing still hadn't arrived like four hours later, and i was down watching the delivery cars arrive so i could stop the guy if it looked like he didn't realize he was at the right building, and one driver thought i was, like, holding him up for the pizzas, offered to give me the pizzas if i'd just not make any trouble, like i was pizza-jacking him or something (which i wasn't).anyway. so today, in the mail, i have this card from the chain (which is Papa John's, i don't mind telling you, because of what's about to follow): I don't believe, says Papa John, your recent experience with us met my standards. Please give us another chance to serve you and your family by enjoying a free large pizza on us.
did i complain? i did not. did i tip the delivery guy? i did. which means these dudes looked in their little computer and saw "time ordered" and "time returned" and concluded that they'd fucked up, and have done something proactive to fix it.
i wasn't unhappy. but now i'm delighted. go, them.