08/16/2026
I’ve seen a lot in this business to know that my gut feeling is almost never wrong.
We appreciate all business - whether it’s a bottle of water, a slice or a $1,000 catering order, but yesterday a customer came in to place this order. I felt bad vibes about this from the beginning - as you can see on the bottom of the ticket, not only did it take 20 minutes to finalize everything, but after we repeated the order multiple times the customer came back to pick it up and said it wasn’t correct.
As the ticket shows, the customer ordered 2 Detroit style pizzas and 2 large round pizzas, but when they came back they said they ordered all 4 as Detroit. I was listening to this conversation the entire time and clearly heard my employee repeat the entire order at the time it was placed, but even though I knew that happened I was still going to make the customer the 2 extra Detroit’s at no cost. But the Detroit style is still a fairly new item in limited capacity, so we didn’t have any shells left. At that point, I offered a refund for the two pies they claimed were wrong. But that still wasn’t enough for them.
There were many things that were going through my head that I could’ve done in that moment, but we decided to give the customer a full refund for the entire order and let them know that they aren’t welcomed back.
In this business you live and you learn through every situation, but what would you have done?
