We have a customer who usually orders one of our combination pizzas then makes several alterations to it. Sometimes, she’ll want to make several substitutions, other times she’ll want to make substitutions and then ADD toppings. Of course there is no charge for straight substitutions but we do charge for any additional toppings. This results in her frequently complaining about the price despite our constantly having to explain the difference between substitutions and additions. The last time she called, she hung up on the person taking her order. I checked his work and he had correctly calculated and quoted the price. About an hour later, she calls back, decides to get the pizza and accepts the price. When the driver gets there, however, she confronts him with previous order receipts and makes it a point to write a ZERO on the tip line.
Our constant altercations with her and her punishing people, whose only offense was delivering her food, have put us in a position where we believe some action must be taken.
Here are a few options we’re considering:
Cut ties with her altogether and let her know it would be better for both of us if she found another pizza place to order from.
Tell her that any more than two substitutions to a combination pizza will result in that pizza no longer being charged at the combination price but at a per-topping price.
This is difficult for us because she IS a regular customer, however at this point we’re beginning to wonder if it’s worth the hassle.