I know we have had these topics before but this past week I got zacomplaint and I am totally upset about it. Perhaps I am experiencing a bit of burn out who knows but want your take. Normally my philosophy is give em credit, it’s only a pizza. We don’t get many complaints but man I am just irritated with this one in particular.
A office manager from a large factory orders every now and again. She always wants to charge and then it becomes a 4 week battle to get her to pay. Not to mention she always wants to add a 15% gratuity on when she orders but then when the check comes she doesn’t include it. When we confront her she says she forgot. (It’s included on ticket and the invoice I send her)
Anyway she calls last thursday needing a BIG FAVOR for the next day. She needed pizzas delivered in 3 shifts. She asked how many people can eat off a large. I said generally we say 3-4 adults because it will be 2 slices per person. So she orders 18 pizzas for a 11:30 order, 6 for 3:45 and 6 for 10pm. She told me how much she “loves” me and thanks for bailing her out on this one. Then tells me to add 15% gratuity. She tells me to just make a variety of pizza but include a cheese because of lent. I was working on getting her a total and she says don’t worry about it just make sure they leave a ticket because we always take care of them.
About an hour before the delivery she calls and says she needs a BIG FAVOR can I add a salad for 25 to the first order. I say sure.
We make the pizzas and send them. And what is so funny is we were all commenting on how awesome they looked. I included 2 pepperoni in the first order and 1 in the second and third orders. The rest were a cheese and then 2 topping and speciatly pizzas.
TUESDAY (4 days later) she calls and instantly starts talking loud wanting to know why her bill was so much. I said huh? I gave you 4 dollars off each pizza. (which was a 120.00 discount) She said well whoever took my order told me 3 people could eat a large and we had way too much food, are you gonna make us pay for those? I said well yes, you got them, I told you 3-4 adults as a guide to how many you should order…better too much than not enough. On and on she goes. Well I wouldn’t have ordered if I had known you were gonna send all pepperoni pizzas. I said we only sent 2 and 1 and the reason I did is because it is america’s #1 pizza choice. She then said at least 5 pizzas were burnt…are you going to deduct those? I said really 5 pizzas were burnt? She continues on and then toward the end of the conversation swithches it to 3 pizzas were burnt. I said well I will credit your bill for 3 pizzas. She said she wanted me to look it over again because it was way over priced, too much food and burnt pizzas and she wants an explanation.
She did mention her boss was very upset that she spent that much on the pizzas. (which I think is the real issue)
So how do ya handle this?
A office manager from a large factory orders every now and again. She always wants to charge and then it becomes a 4 week battle to get her to pay. Not to mention she always wants to add a 15% gratuity on when she orders but then when the check comes she doesn’t include it. When we confront her she says she forgot. (It’s included on ticket and the invoice I send her)
Anyway she calls last thursday needing a BIG FAVOR for the next day. She needed pizzas delivered in 3 shifts. She asked how many people can eat off a large. I said generally we say 3-4 adults because it will be 2 slices per person. So she orders 18 pizzas for a 11:30 order, 6 for 3:45 and 6 for 10pm. She told me how much she “loves” me and thanks for bailing her out on this one. Then tells me to add 15% gratuity. She tells me to just make a variety of pizza but include a cheese because of lent. I was working on getting her a total and she says don’t worry about it just make sure they leave a ticket because we always take care of them.
About an hour before the delivery she calls and says she needs a BIG FAVOR can I add a salad for 25 to the first order. I say sure.
We make the pizzas and send them. And what is so funny is we were all commenting on how awesome they looked. I included 2 pepperoni in the first order and 1 in the second and third orders. The rest were a cheese and then 2 topping and speciatly pizzas.
TUESDAY (4 days later) she calls and instantly starts talking loud wanting to know why her bill was so much. I said huh? I gave you 4 dollars off each pizza. (which was a 120.00 discount) She said well whoever took my order told me 3 people could eat a large and we had way too much food, are you gonna make us pay for those? I said well yes, you got them, I told you 3-4 adults as a guide to how many you should order…better too much than not enough. On and on she goes. Well I wouldn’t have ordered if I had known you were gonna send all pepperoni pizzas. I said we only sent 2 and 1 and the reason I did is because it is america’s #1 pizza choice. She then said at least 5 pizzas were burnt…are you going to deduct those? I said really 5 pizzas were burnt? She continues on and then toward the end of the conversation swithches it to 3 pizzas were burnt. I said well I will credit your bill for 3 pizzas. She said she wanted me to look it over again because it was way over priced, too much food and burnt pizzas and she wants an explanation.
She did mention her boss was very upset that she spent that much on the pizzas. (which I think is the real issue)
So how do ya handle this?
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