IF YOU HEARD MY STORY ABOUT MY BAD EXPERIENCE WITH OLD CHICAGO PIZZA I'm happy to share an update. I got this email from the Regional Manager today.
From: Patrick Randall
Sent: Friday, January 12, 2018 12:14 PM
To: Connell, Mandy <Mandy@KOANewsRadio.com>
Subject: Old Chicago Southlands
My name is Patrick Randall and am the Regional Manager for Old Chicago at the Southlands Mall in Aurora. I just listened to your podcast from yesterday’s show and heard about your experience at the restaurant. First of all, I cannot apologize enough for the behavior of the manager that you described on the program. That is definitely not the approach we train and I completely understand your frustration. All I was doing was shaking my head as you described the events. I can’t believe that they can’t get your husband’s order correct. It isn’t a tough order as you indicated. Again, I am so sorry.
I know nothing that I do will change your experience, however, I do promise that I will take care of this on my end. I will review the experience with the management team at this restaurant and teach them how easy it is to recover a mistake like this. You hit the nail on the head when you spoke about how to recover that situation and make it right. I teach a class to all the managers in the metro area every couple of months and the next class will be on this topic. It is important to me that we deliver great service and hospitality. Competition is so tough these days with all the restaurants in the world today and just doing the simple things right can be a huge differentiator these days.
As much as it hurt to hear this story on the air, I do want to thank you for sharing it on your program. As much as I want to believe that we run flawless operations, I know that isn’t always the case. I can’t fix what I don’t know about so thanks again for sharing your story. I am wondering if you and your family would like to be secret shoppers for me. You are very keen to the business and we could benefit from your observations and knowledge. Let me know if you’re interested and we could work out the details.
PS. I will make sure the restaurants are showing the Rockies games this summer. Insane that we haven’t been great at this in the past.
Mandy, please accept my sincerest apologies for your experience and extend those apologies to you family as well.
Old Chicago Pizza & Taproom
And THAT is how you handle things, my friends. I can't wait to have their delicious pizza again soon.