Pizza Pizza responds

Sep 07, 2009- Permalink

It’s been a couple of weeks since I last posted. I’ve been busy getting ready for the 34th Toronto International Film Festival and doing some backend work on the site. My post TIFF goal is to post here more frequently.

I believe that a swift kick in the rear should be followed by a pat on the back if the person or company involved has learned something.

After being made aware of my previous Pizza Pizza article, I received a phone call from a customer service manager. He had been unaware of the situation and had not received any paperwork on it despite the fact that I had spoken to several reps who said they would boost it up the chain.

What I appreciated was his candor. He didn’t try to hide behind computer failures or “Bob was on vacation” or any of the other 1,000 excuses you hear these days. He simply stated that they dropped the ball on this one and he’d be talking to the reps to make sure that a situation like this was handled better in future. There was no corporate speak. Just a guy apologizing to a customer and promising that they’d do their best to learn from this and improve. He took my info and personally followed up to make sure the refund actually came through.

Many companies get to a size where they see themselves as some sort of individual entity. The Borg versus all of their customers. It was nice to hear one person accept that mistakes were made and take responsibility for trying to fix it.