Just because I want to start posting, I’m going to do this quick post about Domino’s pizza.
So about four weeks ago Dominus came out with their new crust.
They ran a commercial that said “satisfaction guaranteed” or they would refund all of my money.
I thought that was very intriguing because any time someone believes in their product that much that they would put a 100% moneyback guarantee on it, it makes me think that they really believe in it, and they believed in the quality of their service.
Anyway, I ended up ordering the two pizzas for like $10. Now no offense to Domino’s, but I really didn’t like the new crust.
So, I called back to the Domino’s pizza in Crabapple just outside of Roswell Georgia.
Here is the conversation that I had with a fellow by the name of Dave.
Okay, was I too aggressive? I don’t think so. I was just trying to get what was promised. I believe when a company makes a promise they need to back it up.
So yesterday, I made a phone call to David Brandon. David is the chairman and CEO of Domino’s pizza. Now I know that the average person will not do this, but what the heck? They made the promise and I didn’t feel like I was getting taken care of.
It was at 4 p.m. central time.
Here is the neatest thing. I spoke with David Brandon’s secretary and played a little bit of this audio file for her. Within two minutes she transferred me directly to another lady who said that she would be more than happy to take care of my issue.
Here’s what really impressed me. At 9:17 a.m. this morning I get a phone call from a guy named Jim who is the assistant to the owner for this particular franchise in Roswell Georgia.
Remember, it’s 9:17 a.m. when I made my previous call it was passed business hours on the east coast.
This makes me smile huge. Domino’s is so into making sure that their customers are taking care of 100% that he called me the very first thing the next day.
So likely, this blog post and conversation will not blow up in their face like the “booger” video that came up about eight months ago.
That was a huge stink for them. (Funny, now that I think about it, I didn’t even consider that when I ordered Domino’s pizza six weeks ago… anyway that’s off-topic).
My whole point is this. When you are a feedback fanatic, and you’re really serious about taking care of customers, you’re going to garner and earn a lot of really happy people spreading the word about you.
Now I have not got my check yet but I just could not resist telling the world about what a great job Domino’s pizza has done up to this point.
Based off my conversation with Jim, I’m sure that they will send the check.
Thank you guys for the great service up to this point.
One last thing worth mentioning. I was not thrilled with the garlic sauce. However, they told me that it is possible to request that they not put the sauce on the crust.
When I had bit down into the crust I’d instantly thought about the “new Coca-Cola” vs “old Coke” scandal that happened back in 1985. I thought how in the world could a pizza company radically change the taste of their pizza forever?
Well, just to let you guys know, you can request them not to put the garlic sauce on the crust.
I think this is a great post to show how a little bit of feedback can go a long way.
I know that Domino’s wants to take care of their customers. I sat in marketing meetings with them in the past and listen to their philosophy.
As a customer I know I want to be taken care of.
This feedback platform is a really great win-win.
Thanks Domino’s! I look forward to singing your praises even more when I get that 12 bucks. (smile).
Mark “The Feedback Fanatic” Russel
