Maine Real Estate For Sale !


What's Your Spin On This Simple Request On A Restaurant Order?


The place is busy, eat in and take out orders making the phone lines hum. Communication important hungry sharkbut what we thought we heard can vary from what the customer thought he ordered. 

"Yes, I would like a large pizza...2/3'rds green pepper, tomato, onion and one third mushrooms."  You took the order, you tell the caller "See you in twenty minutes."  

     Now what kind of pizza do you make? One that is has only mushrooms on that one third section or everything plus mushrooms too on that portion of pie? And when you find out from the customer you did it wrong, how do you make sure the next time they order, that whoever is working gets it right? Some preparers could lay the green peppers, tomato and onion on the entire pizza too thinking just about the mushroom one third request because they think that's what the request means. You can see where the confusion comes in in a hot, busy, crazy Friday night five oclock order in a noisy place that is easy to miss bits and pieces of information on a simple order.

      Bigger companies with more people inheritly can drop the same ball due to lack of a memo to self to share what was learned to streamline the process and gain accuracy in order satisfaction.  It's easy when an order is one large pepperoni pizza, one medium sausage pizza. But when you get into fractions and variations on a theme, subjectivity and a difference of interpretation can kick. Whether it is property or pizzas, the same dynamic can kick in.  Getting it right requires clarification questions even when it is busy, and maybe seemingly obvious to all. If your goal is customer satisfaction which is not an easy chore in some cases, more communication and back and forth questions to assure getting it right can show the buyer how hard you work to get it right. Customers whether for a pizza pie or a property can be shark like when they don't get what they ordered. And for the record, because AR inquiring minds want to know, what is your favorite pizza order or what you typically phone in to drag home for your little "sharks" to have a feeding frenzy on?

Maine REALTOR Andrew Mooers - Mainers Work Hard To Get It Right The First Time | 207.532.6573

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Comment balloon 5 commentsAndrew Mooers | 207.532.6573 • March 29 2009 08:22AM


I always clarify regardless of what else is going on and I seldom get too upset when someone makes a simple mistake. I suppose it's partly because like you I've figured out how easy it is to misunderstand what another person is really saying. Customer service starts and ends with good communication. Great Post.

Posted by Suesan Jenifer Therriault, "Inspecting every purchase as if it were my own". (JTHIS-Professional Home Inspection Team) over 11 years ago

I placed an "order" on Friday with a local real estate company to do a showing the following morning on a property.  They sent me a confirmation for a showing 30 miles away.  I called to let me know of the error and then called back to cancel.  They called me with a confirmation on the showing I originally wanted, and I reminded them of the cancellation.  Whew!  Larger companies with more personnel do not necessarily mean better service.  I received an apology from the broker so all is well, but, goodness, there was a lot of confusion so I really enjoyed this post. 

Posted by Suzanne McLaughlin, Sabinske & Associates, Realtor (Sabinske & Associates, Inc. (Albertville, St. Michael)) over 11 years ago

The rolling with it is key but you know how some folks can over react or if they have natives ready to eat specific orders and if they don't get them, Rut Row....heads will roll. I talked with a fellow manager of a Pizza Hut where this order got misinterpreted more than once with the same diner.  Due in most part to difference phone call help each time taking the order. He had to finally draw a picture rather than hope the order was filled right due to the mix up.  I always thought you could go with half and half but never thought of a further break down with segments of the pie. I like them all so they could not screw up my order if I am hungry. Thanks Suesan..liked your post on the hard drive fixed during your hoped for day off too.

Posted by Andrew Mooers | 207.532.6573, Northern Maine Real Estate-Aroostook County Broker (MOOERS REALTY) over 11 years ago

I know what you mean Suzanne. You don't want to drive 60 miles round trip for nothing. Had a broker set up a showing for monday, it was a six unit apartment complex. So three of the appointments set up tracking down tenants and then a call, whoops, make it a different day. Owner not happy as sensistive to riling up the tenants which is not in our job descriptions when we list the place.

Posted by Andrew Mooers | 207.532.6573, Northern Maine Real Estate-Aroostook County Broker (MOOERS REALTY) over 11 years ago

Yes, the old are you listening or are you hearing? Funny how some folks hear, but, they do NOT listen. OK I have to repeat myself....

Posted by Frank & Jodi Orlando (Frank & Jodi Orlando Get Us A Home Realty Atlanta Homes Sale) over 11 years ago

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