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Reputation Management

2011 November: Reputation Management

“Your pizza sucks,” signed an ambiguous online customer reviewer. Most operators can relate to receiving a similar review on one of the many user-generated customer review Web sites. It’s just sitting out there for the world to see when someone searches for your pizzeria online. There’s a buzz from owners who are finding online user-generatedMore »

All Hands on Deck

2011 June: All Hands on Deck

Quality seasonal workers make the summer rush a lot easier Keeping an even staff level throughout the year is a great thing. You know your employees, they know their roles and staff turnover is steady and predictable. But for some pizzerias, that’s not an option. Summer comes on strong, and with it, a huge spikeMore »

Working while distracted

cell phone policy smart phone

Operators enforce employee cell phone policies   Cell phones have created some challenges for operators who want staff members to stay focused. In fact, employees were sneaking calls, not to mention texting, posting on Facebook and playing Candy Crush in the restrooms, says Megan Dennison, director of operations for Cane Rosso in Dallas. “They thinkMore »

Pricing Beverages

2012 December: Pricing Beverages

If you’re uncertain about your beverage pricing you’re not alone. Confusion over this aspect of operations is common and widespread, says Aaron Allen, global restaurant consultant with Orlando-based The Allen Group of Hospitality Companies. It’s a complicated proposition, says Allen. Set prices too high and you could drive customers to tap water (or to yourMore »

Online, mobile, tablet visibility critical to success

Online, mobile, tablet visibility critical to success

Can your pizzeria be found? Sometimes customers have trouble finding Coal Fire Pizza, located near Baltimore. “They’ll say, ‘We tried Google Maps and MapQuest and the directions were wrong,” says Dennis Sharoky, president of the five-unit company. “We look into it and we try to find us, and it comes up. Maybe they were doingMore »

Feet to the fire

Mangia, waiter, table, customers, diners, server, service

Holding employees accountable is never easy, but it sure is necessary Paul Reader compares his pizzeria to a football team running an offensive play. Each employee has certain tasks to complete at certain times and when any team member fails to fulfill his or her responsibilities, performance suffers. “And it’s not long before you’re fightingMore »

Delivery drivers — The big screen

Photos by Rick Daugherty & Josh Keown

Keep your drivers — and the public — safe by checking job applicants’ pasts Delivering a pizza means more than just getting the fresh hot pie to the customer quickly. Operators have to make sure their delivery drivers do not harm anyone through a vehicular accident or a crime. One way to help prevent theseMore »

Growing the Online Component

Photo by Josh Keown

Angelo Halakos, owner of Seasons Pizza, was skeptical about online ordering at first. He wasn’t sure it would actually work, and then there was the fee to consider, reasonable though it was. Even so, Halakos, who owns 28 locations primarily in the Newark, Delaware area, decided to take a chance. “All the big chains hadMore »

Minimize Employee Theft

Minimize Employee Theft

We are in a cash business. We have cash everywhere. In the cash drawers, delivery wallets, petty cash box, night deposit and office. I wouldn’t begin to estimate how much cash has been stolen from me. The amount would probably make me ill. I can document close to a hundred thousand dollars. It’s been saidMore »

Security systems protect assets, boost sales

Security systems protect assets, boost sales

Slater says all four locations of Blue Moon Pizza have cameras. Their value is not just in catching the bad guys but probably alson deterring crime. “We have small signs stating that this business is under surveillance,” he says. “We like to keep honest people honest.” Other operators say they would not think of openingMore »