Good Morning, Friends! Here are 5 things I’m up to this week…
What I’m working on – Processing all the data from the recent Pizza Get-Downs. This is where we invited anyone in the company, except managers, to drop in and talk to me about whatever is on their minds. This being the first time we’ve done these, it was a huge success and I can wait for the next round. We talked about plans for the future, inspiration from the past, ideas to make things more efficient, fun ways to motivate and incentivize the crews, frustrations, wants, needs and especially the price increase. It was a great way for me to get to know the Piesans a little better and it was great (I hope) for them to get a little face time with me. One of my favorite moments was at the end of the talk when I asked everyone to grab a pen and paper and rate the Get Down from one to ten. My goal, of course, was to have everyone give a rating of 8 or above and that’s what we got! All 9’s and 10’s and one 8. This signaled to me that everyone got to express whatever was on their minds and everyone left satisfied with the ideas and information. Again, I can’t wait for the next one! I’m going to start implementing some of these great questions and format at our Tuesday meetings.
Something I’m Pondering – Our Pizzaface (Customer) Experience. Someone asked me that other day, “what tools/training have you given your front-line Piesans to ensure consistent and impactful experiences with your customers, everytime?” Holy shit did this question punch me in the face. I realized we’ve been missing a pretty big piece of a VERY important puzzle. I thought, “I bet if we recorded 10 different Piesans taking 10 different customers from ‘Hello’ to ‘Thank you, come again!’, we’d get 10 very different experiences”. WHOA! 10 different “Welcomes”. 10 Different sales pitches. 10 different upsells. 10 different experiences. It made me realize we have almost zero control of one of the most important, if not THEE most important parts of our business, the Piesan interaction with our Pizzafaces! Now, I know there is part of the initial training that covers customer service and I absolutely want personality in our interactions, but if we’re going to be THE BEST PLACE IN THE WORLD TO GO GET PIZZA, then this interaction has to be amazing EVERY TIME! Soon here we’ll be doing an exercise we’ve never done before; mapping out our total Pizzaface journey and identifying that areas that are working well, the areas that need polishing and those that are broken and need attention ASAP.
What I’m reading or listening to – I left my bookbag down in Cincinnati for the majority of last week which contained my current book, so I had a little forced time off from Business for Punks, which allowed me to pick up an old book I bought years ago, but never got too far into, Emotional Intelligence by Daniel Coleman. To be perfectly honest, this book is above my head. It’s written in an almost doctoral level (read: big words) and I found myself never missing the times I didn’t pick it up. This time around, I’ve actually really enjoyed it. It starts with the evolution of the human brain how we’ve evolved so quickly in the last couple hundred years and how we’re barely keeping up. It’s pretty fascinating!
What I’m watching – Last night around midnight, Fear and Loathing in Las Vegas came on VICE and I couldn’t turn it off. This has always been one of my favorite movies. Every couple years when I watch it, I’m older and I get more of the nuances and humor out of it. Plus, when I read Hunter S. Thompson’s books, like The Rum Diaries, I can hear the Johnny Depp’s version of his voice and it really make for a fun read.
An App or technology I’m into lately – Wunderlist. This one of those “List” app…duh. For me, if I don’t get an idea or inspiration out of my head, like immediately, it’s gone, so having a tool like Wunderlist has been awesome. Now, it’s not the app that changing my life, it’s the dedication to actually using the app. So like any tool, it’s only as good as you use it and this one’s making it easy and fun to remember things and knock them out.
Have a wonderful week, all!
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