We’ve all had those moments when a truly unhappy, disappointed, angry customer lets us have it. Many of you run operations that have poor reputations (earned over the years one unsatisfied patient/resident at a time). How do shake the bad rep? How do you deal with the consistently negative feedback? Domino’s Pizza demonstrates some keys to taking the criticism, owning up to it, empowering their people to fix it, and inviting the customer into the solution.
Some key takeaways:
- Listen to the criticism
- Own up to it
- Empower your best people to solve it
- Invite the customer in on the solution
Because our daily plates are so full (pardon the Pizza pun), we often see complaints as To Do items. We see our dealing with them (ie, calling back the complainer) as things we have check off a list. I assume that’s how Domino’s treated the complaint about cardboard crust for years. “Someone write this guy back.” I’m not sure what woke them up to just how bad the problem is, but I assume it was the numbers. Is it safe to assume that their numbers finally caught up to their poor quality?
The wisdom, of course, is to recognize that for every 1 complaint there are 10+ more people who feel the same way. Let’s act with more urgency to see the complaints not as isolated incidents but as a choice EXCUSE to own up to our systemic deficiencies, empower our best people to solve it, and to invite our residents and patients in on the solution.
What Domino’s did here makes me want to try their pizza again. I’m a straight Pepperoni guy myself.