Multi-Unit Franchisee Magazine Issue IV, 2013 | Page 62

We want to Wow our employees, and
‘Okay’ is not a Wow. Every time I speak to
our people I review that with them.”—Ed Doherty

cost?” Small changes like this add up to an
improved customer experience.
To keep those changes moving forward,
every store has crew meetings where customer feedback is monitored and evaluated.
Internally, says Mueller, “We’re starting to
promote the positive stories, and we have
a lot more positive than negative ones.”
One example: a customer called in to
cancel her order because her car had a flat
tire. Not only did the driver deliver the
pizza to her, he changed the woman’s tire.
“He did it in less time than AAA would
have,” says Mueller. “And we would never
have known if the woman hadn’t written
in to thank him.”
Another: an elderly customer in Mississippi, a regular, didn’t answer the door
when the driver arrived. The driver called
911. It turned out that the customer had
collapsed. Mueller says the driver saved that
customer’s life. “We have so many heroes
who go above and beyond when they have
the opportunity, and the customer gets
wowed,” he says. “It’s fun and energizing.”
Today Mueller is looking to improve hi