Boston Pizza: EXPOSED!

1. Boston Pizza: EXPOSED! Kayla, Michele, Farah, Kelsey & Franco

2. Introduction • We looked at this company with a critical eye to see what level of service they provide to their customers. • All five of us are familiar with Boston Pizza. • We have all been customers over the years and two of us have had extensive work experience with BP. • Join us as we delve into a critique of this company and when we have concluded our presentation, we will be drawing for a $20.00 Boston Pizza gift card. http://www.youtube.com/watch?v=StWFp86IkFY

3. Moments of Truth • 1st Moment of Truth – Greeting at the hostess station. Warm friendly and genuine. • 2nd Moment of Truth – Server arriving to take our order. Sharp, abrupt, no patience and no suggestions offered from the menu. • 3rd Moment of Truth – Different server bringing our order to the table. Quickly depositing our food in front of us with an incorrect statement about the special allergy information we provided. • Next 3 Moments of Truth – more of the same sharp quick responses from original server as she refilled our drinks, cleared our plates and brought us our bill. • 7th Moment of Truth – a complete change of attitude from original server. She noticed us playing 4PICS1WORD on an iPad and she became animated and friendly explaining how she loves this game. • Last Moment of Truth – a very friendly “Have a good night” from the hostess at the hostess station upon our departure.

4. Moments of Truth Cont.

5. Customer-Centric Service Program People: - different and wide variety of internal and external customers - equal opportunity employer Process: - makes customers happy to ensure future business - all bases are covered for proper service - methods to get customers response Environment: - enticing exterior with bright and colourful lighting - clear and clear website - uniform appropriate for internal and external customers

6. Internal & ExternalCustomer Internal Customers may include all house-staff, managers and any higher ups that come into the restaurant. • The majority of the internal customers are usually in their later years of secondary school, pursuing post-secondary education or are their mid-twenties to early thirties. • External Customers may include business workers on lunch, family and groups of friends for dinner, and sport fans during and after games. • These customers usually have a mid-level working income, retired, or are with their parents. • Vegetarian and Gluten-free menu items are available for guests with special dietary needs.

7. Social Styles of Customers • Social Styles – Types: Driver, Expressive, Amiable and Analytical • Hostess – warm, welcoming and friendly greeting from hostess - EXPRESSIVE • Server – curt, sharp, flat order taking from the server - DRIVER • Secondary Server – fast, inaccurate information from additional server –DRIVER???? • All social styles found in the staff as well as the customers. • An area for Boston Pizza to improve – training staff on social styles and the ability to adapt to differing social styles

8. Customers with Disabilities • Boston Pizza handles their customers with disabilities well. • They have large print menus for visually impaired customers and handicapped washroom stalls with easy accessible sinks. • At a particular location downtown Toronto it is a longer process for patrons with a physical disability to access the dinning room that is on the second floor as the restaurant has to wait for permission to use the freight elevator.

9. Customer Diversity • Age: children, teens, young adults, middle-aged, and seniors. They were all present and accounted for: • Sex: males and females check and check • Ethnicity: many races and cultures present • Marital status: married, single and divorced • UNDERTERMINED – Income level, gender identity, religion, education level, and sexual orientation. • BP caters to a wide range of people. I believe every diverse group is among their target market.

10. Teamwork • Boston Pizza would be classified as a relay work team • Each job position relies on the other in order to be successful • Their team consists of bartenders, hostesses, dining room servers, kitchen cooks, dishwashers, delivery staff, and managers • Boston Pizza demonstrated the three main characteristics of a successful team: 1. They have a team mission statement: “ Serving great food to great people for over 45 years.” • 2. The dining room manager acted as Boston Pizza’s team leader overseeing the staff • 3. Like many other profitable businesses Boston pizza does include a • code of conduct that each staff member is required to follow

11. Communication Process • There are three key elements of communication: verbal, vocal, and non- verbal • The server was very bubbly, enthusiastic, and friendly • Her uniform was ironed and clean, she had her hair pulled back in a ponytail and off her face • Eye contact was made with the table while greeting us, and taking the order • She spoke loud and clear so that everyone at the table could hear what she was saying • The server made suggestions and answered all of our questions regarding menu items before taking our order • The server understood what we told her and she communicated that properly to the kitchen to ensure the order was prepared the way it was requested

12. Sales & Service Process • Hostesses are friendly and smiling as we enter. • The server is understanding and listens carefully as we order our food. • The food is delivered on time and correctly. • The manager checks on our table to ensure we are having a good time and everything is okay. As we leave, we are thanked and asked to come again. • As a guest I feel appreciated and would want to come back. http://www.youtube.com/watch?v=U7ekscI1lKc

13. Service Recovery Process • Complaints or ideas are brought up to management or even staff. • Staff and management listen carefully, apologize and sympathize with the guest about the situation. • Compensation is given to the guest and a follow up is done after to ensure the guest comes back again.

14. Customer SatisfactionMeasurement • Boston Pizza uses its online survey(PULSE) to measure customer satisfaction. • In the store the manager on duty will go around and personally check on tables to get feedback of quality of service.

15. Conclusion • We feel that even though Boston Pizza is a successful company from time to time their service my not be as excellent as it always should be • We felt that there biggest area of improvement lies within their service process • We feel they need to ensure that the staff is really listening to their customers • Overall, we felt that Boston Pizza provided successful customer service, however, there is always room for improvement.