How Mission Leads:
What an Ordinary Staff at Papa Johns can teach us about Marketing, Sales, and Service.
So look at the picture, it’s that Philly Cheese Steak Large
Pizza from Papa Johns and the 10pcs Chicken bites. Okay, okay, it’s not the most healthiest thing
on this universe but hey! Some lightning stroke me.
To defend my part I used to have an account with Papa Johns,
and every other delivery stuff on planet and I do not have it anymore, thank
you very much.
But the point is!
How much do you think that cost?
$30 with tip?
$25?
$20?
NONE! ZERO! $0!
Okay just that for some who knows me will say, okay TAKA is
doing that negotiation stuff again and showing off.
NO! NOT this time!
AND! There was a great teaching moment through this event
that shows the importance of mission, values, translating it to group, and
employees being the best marketer and salesperson to your brand.
This is what happened.
Lightning strikes, and I decided to order some pizza, for no
reason. I was planning to make some food
for myself. Moreover, I don’t like to
eat pizza in the first place that much (yes that’s bull). And I look for some things, but I guess
Bellevue, WA is like the “nice” area, that they don’t do delivery pizza as much
and I ended up with those usual choices (i.e., Pizza Hut, Dominos, Papa Johns,
Little Caesars, etc.). Well, I chose
Papa Johns, I ordered the pizza online.
One problem! I
clicked on pick-up not delivery. Delivery was what I wanted!
So, I call to negotiate to change to delivery, as
usual. And the staff, Mr. Blake says
sure!
10-20 minutes later.
Mr. Blake calls, and apologize that the store cannot deliver
to my address because it is too far.
That makes sense that I was not able to send it as delivery
in the first place.
I actually went back and checked. You get a small red text at the top telling
you “We're sorry. Papa John's does not offer delivery service for the address
you entered. We do, however, have stores that offer carryout service.” Ahh.
Now so whose fault is it?
You know what, it is my error in the first place, well if you want to be
an ineffective human being then you can say “It’s Papa John’s fault of having
the text being so small!” or “It’s Blake’s fault who said okay we can deliver
when they couldn’t!”
Stop being a BMW (B!tch, Whining, and Moaning person) please!
Well the teaching comes here. Blake, the ordinary staff, apologizes and
makes the pizza (order) free, if I go pick it up!
WOW!
In my mind I was planning for some negotiation of minor
thing like a discount but not for FREE!
I jumped into my car and drove.
It was raining and plus there was some event and it took me
a while to get to Bellevue downtown.
I was little suspicious but Blake as he claimed gave me the
whole order for FREE.
Story does not end here. Because you are dealing with Dr. Taka
Endo!
I asked:
Me: “Who is the decision maker for giving this pizza for
free?”
Blake: “I am.”
Me: “Did you decided to give this free or is this part of
the training?”
Blake: “I decided… well it is kind of part of training. When events like this happen and there is
some screw ups, I decide based on what will keep things ‘Fun’ because pizza
should be a fun food.”
Me: “That’s awesome, I am surprised and you are amazing.”
Blake: “No, I’m not a good person, I just do some things.”
Me: “Well even there is training, not everyone can act based
on great values.”
We shook hands and I got his name and he thanked me.
Debriefing:
What happened: There was a mess up where primary reason why
for the problem was me and Blake gave me the pizza for free.
Why: Because he acted to resolve the problem based on his
values/companies values.
What did we learn: Its when problems happen, that the
integrity and strength of a company is challenged, and how much you have taught
and trained the employee shows up.
Moreover, for an about $22-25 Papa Johns is getting great PR and
Marketing from me writing this. It cost
them $22-25. I have written this on
blog, facebook, tweeter, and possibly use the story in my book.
Papa Johns mission is to create raving fans through “(a)
authentic, superior-quality products, (b) legendary customer service and (c)
exceptional community service.” And one of their core values are P.A.P.A (people
are priority always).
The ordinary staff working in this company acted based on
this mission and core values which aligned with his value/belief of “pizza is a
fun food.”
My mentor/teacher, author of bestselling book on sales and
teamwork, Blair Singer mentioned that these “code of honor,” a set rules each
person follows, are essential to the company (any unit like family), and with
it each employee will sell the product naturally. For sure Blake has sold the product or the
brand of Papa John’s really well to me.
And just like quality management guru, W. Edward Duming said, "statistically, quality is always cheaper [for the company]." Keep great quality product, service, and staff, with right marketing the company will explode in its value.
I don’t know this event generalizes to all Papa John’s but,
one thing I can say is that ordinary guy is money for the company, and they
should keep him. Whoever trained him
should get credit too. And if you are interested it is the Papa John’s by the
Bellevue Square.
I came home and writing this article, I ate the pizza,
unfortunately the time elapsed too long and it is cold but makes my heart warm,
and definitely was a FUN experience.
Awesome Experience trumps all benefits of what you are
selling.
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Oh, yes I am writing a book right now about targeted brain training,
systematic self-help book that assesses and creates specific easy habits that
people can continue subconsciously to succeed (like CBT homeworks we give in
therapy but easier and more customized to the client) by effectively
stimulating the brain to control brain chemicals, and strengthen neuron-connection/create
new dendrites. And by theory we can
increase cells too.
I will be asking friends to do some survey so if you see it
please do it! And Help me out!
The book will be forwarded by Raymond Aaron, New York Times
Bestselling Author of one of the dummies series, two of chicken soup series,
and a book relating to business after he completed one of the toughest race on
earth the “Polar Race” coming in 4th place at age 62. I have a publisher, and book architect
(editor and program designer). So, it is really happening and really excited.