Coalition of Franchisee Associations

April 7, 2014

Pizza Promises

Due to a family vote we’ve switch from Papa Johns to Pizza Hut. So far this year we’ve 
ordered four times on the Pizza Hut web site. Every time we receive an E-mail 
confirmation with an big, bold headline promising that our order will arrive at a very
specific time - always 30 minutes from the time the E-mail is sent.

All four orders have have arrived late, 30 to 45 minutes after the time promised. But 
that’s OK, we didn’t need it any sooner and it’s always been hot and fresh.

What I find interesting is that we are actually ordering from the national Pizza Hut 
website and our order is then transmitted to the local Pizza Hut location. During that
process Pizza Hut is promising us something that the local franchise can’t accomplish.

Isn’t that the same as a hamburger chain junking up and complicating the restaurant's 
menu and then not be able to figure out why the system can’t meet service and other standards?

Or maybe the people running Pizza Hut have never run real restaurants and don’t know
how much it turns customers off when they over-promise an under-deliver (pun intended).

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