Sep 16, 2002 06:56 PM
4790 Views
(Updated Sep 16, 2002 06:56 PM)
The place never fails to bring a smile on our faces and a song in our hearts. Good Pizzas, great deserts, nice ambience, contemporary music and above of all delightful staff. I am writing this review after a nice dinner and a happy evening with my eight year old son and my –ahem, never mind how old- husband yesterday.
After being used to years of grumpy waiters in stuffy joints or snooty ones in swanky star hotels, Pizza Hut came to Bangalore as a breath of fresh air. My family has been eating at Pizza Hut over the last four years. In every visit they continue to surprise us with their continuous improvement in the art of customer delight. If my family loves Pizza Hut pizzas more than Pizza Corner or Dominoes pizzas it is because Pizza Hut appeals to our hearts, minds, and taste buds.
When they first came to Bangalore over four years ago, we thought that this would be one more of those over priced branded joints. What triggered the volte-face was, continuous efforts in “Customer Experience Management.” The décor is skin deep and many places have arrived with respect to packaging corporate identity into the ambience.
For example, Pizza Corner is well adorned with Batman & Michel Jordan themes. I went there once with my son and that was the last time! We wanted a seat with a view of Brigade Road, but the section was marked “Out of service!” Their water tasted of Sprite. The replacement water also tasted of Sprite! The explanation was that the water jug was next to the Sprite dispenser and that it was potable! We hoped the Pizzas were not next to the “organic tissue” dispenser! The tired looking staff did a jig not to be out done by competition. While they jigged we had to wait for our order and sip Spritey water. When the order came it was wrong we accepted it anyway. These guys seem to have studied all the management concepts in theory but the execution is insincere and hence shoddy. The experience leaves you so mad that you can't even say ''Well tried!''
In Pizza Hut, the staff are visibly proud of their work, care for their customers, they love their brand and that makes the difference.
“Hey what’s taking them so long!” is my son’s favorite refrain in any restaurant whether we order a coffee or an elaborate north Indian meal. No restaurant ever finds the need to pro-actively inform their customers, how long the order will take. In my first experience at Pizza Hut I was pleasantly surprised that they informed us of the wait time without being asked! Later, I found that usually their estimates are accurate.
The pizzas were just perfect five years ago and still are. We usually order pan crust pizzas, Exotica or Veggie Supreme and garlic bread. For desert, we have brownies and ice cream or Apple Pie and ice cream. They are not just good but consistent day after day, year after year.
Soups and Pasta are ok. Our family hasn’t really cultivated a taste for Pasta. We don’t go to Pizza hut for Pasta! Seriously I don’t think we go there for the Pizzas either. We go there just to have a whale of a time!
Babies get balloons kids have interesting games and offers. My son once got a ‘free Christmas gift’ with a cheese pizza. It was a cube through which a 3-D face is visible from one side. The same, when viewed through the other side is a skull! It was magic!
During another visit we saw the staff gather up together in a row to do the ''Boogie Boogie.'' Then they got together at a table made a little girl stand on the chair and got the whole floor of strangers sing ''Happy Birthday'' for her.
I wondered what ever they would think of next!
We visited the place on a chilly December evening last year. The crowd that was waiting outside was huge. I hate waiting for a meal and find it very demeaning to stand hungrily and watch others eating. We were about to leave when a young waiter came up to us cheerfully and offered us warm garlic bread, outside the restaurant! It was on the house!
Soon the season spirit filled the air, strangers we smiling, nodding and passing garlic bread around. No one felt the humiliation of the wait. No one was hungry or angry!
The place is usually full of families with babies of all ages. Yesterday, there were 3 infants and a toddler on our floor. The father of a six month old requested spoons for the baby to play with. He got it immediately. The little brat then gleefully started playing drum with the plates.
The toddler was an independent young fellow. He kept wandering around the floor. We couldn’t make out whom he belonged to. I panicked every time he went close to the stairs. But invariably the staff were on a high alert and kept playfully bringing him back to a safety zone. I believe, children are instinctive about strangers.They are friendly to genuinely friendly people and hostile to phonies. This young chap moved around freely with most of the staff. My son usually shy had made two new friends among the waiters and knew them by name!
We tried their newest launch stuffed crust pizzas. (Remember the mouth watering “Palat” ads on TV? You have to eat it backwards!) They tasted good but I still prefer the good old pan crust pizzas.
While we were still licking our fingers, the floor manager came to us and apologized for the delay in the desert. We hadn’t noticed the delay. He said that the Apple Pie was burnt that a new one was being made! In about another 10 minutes the crumply apple pie with just enough cinnamon arrived smelling glorious. The floor manager apologized for the delay and informed us that it was on the house due to the delay! These guys had made a habit of delighting customers unlike most others who put up “Customer is King” slogans!
On our way out we saw a brass bell with a sign that said, “Ring this bell if you enjoyed your selves.” Arun the usually staid, never mind how old hubby, promptly tugged the rope! My son and I giggled. Over the crowd that was waiting, the boy who allocates tables noticed the action and shouted out gustily, “THANKYOU!”
I had earlier noticed him tugging the rope once in a while just for fun. Yes the staff were having fun. They believed with all their might that it was their job to help customers have fun!
This is what I would call a classic case study for Customer Experience management- in mind, body soul and of course taste buds.
