Henry sent a message to Greg Creed – Chief Executive Officer of Yum Brands – Email Address that said:
Was told by Pizza Hut on Dove that they only offered 3 lunch combos, but if I went to a larger Pizza Hut, like the one on 23rd... They offered all lunch combos still.
Got to the Pizza Hut .. Sat down and was asked for our drink preference. They brought us our drinks, and was told to please wait for our waitress for questions and to place our order. Our waitress took 8 minutes to get to us... No big deal. I asked her about the lunch combos... Because I noticed that they were not on the menu. She told us that they only carried 3 lunch combos. I then told her what I was told by a manager at other Pizza Hut. She apologized. I asked her if she was going to charge us for the drinks... That were not touched... Other than Sara taking a sip. She said yes, I have to. I asked her if we could at least get to go cups since she was gonna charge us anyways. I got the ticket and paid. :
I decided to call management about this. I did not feel that I should have gotten charged for drinks when I was their based on information provided by another Pizza Hut... Same company. I asked for GM. (I felt that the nature of my complaint for the injustice needed to be heard by higher management. I was answered by a female supervisor. I asked her if I could please speak with her GM. She sounded genuinely upset and stated..." I can help you too." I again advised her that the complaint I had... I felt best if the GM took the call. Abruptly... She said, "Just hold on."
GM answers the phone... Again... The voice tone and inflection was that of an upset individual... He answers the phone. I apologized for having to bother him... I ask for his name... "Ricco"... I said thank you... He sounded... "Uh-huh". I explained to him what the complaint was about. Twice he tried to interrupt with... "I am not responsible for what they told you at..." After I finished he said... " And what do you want me to do about it?"
SMH...
I told him that I did not feel it was justified that they us charged me for drink that we were not able to enjoy.
***%%% BACKGROUND VOICE OF SUPERVISOR%%%*** "He better not be saying that I did not want to help him"
SMH...
GM Ricco answers back... "Well, you got to go cups." I said... Of course we did... You gave us no other option... You were charging us, regardless."
GM Ricco... "Well there is nothing I can do for you."
I asked him... Is it really worth losing a long time customer...over the cost of 4 soft drinks... (Which those of us that have ever worked in retail... That is only about less than a $1 for all four...) that you just charged me over $9 for?
GM Ricco answers... "I can't do anything about that."
I asked him again... So it's not in your best interest and your companys that you de escalate a very simple issue for them?
GM Ricco answers... "You are going to do what you are going to do."
I then asked for his Area Manager... He gave me Mr. Lozano's number.... (Only voice mail)
It really doesn't take much to be successful when you have a great product, like the pizza that Pizza Hut has.... But it does take effort, passion for excellent customer service, and interpersonal skills.
1. It's a no brainer. Lose out on a very good customer... Revenue.... over a Mis-communication (regardless of it was not at that location... TAKE OWNERSHIP AND BE A MODEL EXAMPLE FOR YOUR COMPANY AS A WHOLE!)
2. Do NOT allow your employees... To voice their PERSONAL opinions about ANY customer while at work. They will be heard... If not by customer... By someone. Is that the environment you really want to portray to everyone??? Take control of your employees. If your employees are acting like this around you... There is no respect for your authority as not just a manager... But a LEADER. Again... YOU are the face and representative of your product, people, and COMPANY.
3. People can hear you smile.... Always remember that saying. Over the phone, a customer's auditory senses take over... You can portray feelings with your voice. Voice inflection is very important to those that are in the business of providing excellent customer service... Especially when it's your JOB to represent your COMPANY.
