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| - The best thing TJs can do for their business and customers is to accept the fact that their owner should not be dealing with their customers; by phone, in person or any other way.
The owner clearly has defined a decent business model, or they wouldn't be in business. But TJs customers should be left smitten by the amazing flavor and consistency of their food, unaware of the owner's condescending and unprofessional demeanor.
I've been ordering from here for a while and love the consistent quality of their pizza and service. However, after several delicious NYC pizzas, I was disappointed when our pizza arrived cold and soggy this evening. Knowing this was not the norm for them, I called to let them know.
While I was content talking to anyone, the owner insisted on taking the call. Which seemed like a good customer-service model ... until he spoke. He was unprofessional and unsettlingly condescending.
I was shocked and intent on finding a new pizza place.
However, when a freshly made pizza arrived, the delivery guy, Jason, reminded me why I love TJs. He, and the management at TJs are consistently friendly; focused on quality and customer service.
Despite the top-down, arrogant influence of the owner, the staff continues to make things right for the customers by providing excellent, friendly customer service, and delicious pizza (even if it took a second try this one time.)
The friendly management and delivery personnel should continue to be upfront-and -center. The owner should get our of their way and take a back seat; letting his staff do the great things he hired them to do.
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