Ali Baba Pizza: Slice of Service

Posted on March 25, 2010 Written by 5 Comments

There’s nothing like wandering the streets of your city (in a good way) and slipping in to a pizza place for a slice. I don’t know why but it tastes different than if you order in or go for dinner. Maybe because it tends to cost less…though today I’m not talking about a “2am 98…nope, 97-cent dried-out pepperoni because that’s all they have left under the heatlamp” pizza. No, today it’s Ali Baba Pizza on Fort Street.

THE ORDER:
After travelling a few blocks downtown, with no destination in particular, the “missed dinner” hunger pangs kicked in. Money was short and so was our patience so we wanted tasty, easy and close. Enter: Ali Baba Pizza.

We walked in and ordered a Pesto Gourmet and Hawaiian slice. It was readily available and took about 10 minutes to cook so we waited in the store/restaurant/place. (What do you call it?) Anyway, rather than continue the strolling, we decided to stay in and enjoy the pizza pie. Tables filled up a little while we were there but certainly not to capacity…but it was a weeknight.

THE SERVICE:
What do you expect from a pizza parlour? (yeah, parlour. I’m going with parlour). No really. High expectations? You get what you get? See I really don’t know what to expect from such an establishment but I do expect good customer service. I got that at Ali Baba.

As soon as we arrived, the first thing we noticed was the lack of pizza slice selection. What sat there was one full vegetarian and two different halves of something else, none of which we wanted. But that’s OK because immediately upon arriving, the counterman (his superhero name) told us to pick whatever we wanted and he’d put it in the oven.  It would just take 10 minutes. Now that’s completely reasonable. I’m just glad that’s an option. I can’t tell you how many pizza parlours (I’m looking at you Brickyard) just give a blank stare with a “get what you get” attitude when there’s obviously not a lot to pick from. Not so here.

We sat down to wait and, low and behold, 10 minutes later our pizzas were ready. And they didn’t yell or put them up…they delivered them to us. I KNOW! Is it sad that I’m impressed by this? I should mention, on top of all this, the pizza was great, but it was the accommodating service that stood out and will bring me back.

THE CONCLUSION:

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Ali Baba Pizza: Going steady – This could be the beginning of something major. I may have fallen in love. That’s right. I’m looking at you Ali Baba. You smell great. You cater to my needs. You offer me what I want even if I don’t see it right away. Sniff, I think I’m tearing up. What are you doing this weekend?

Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.


THE TIP:
 Ali Baba Pizza: Slice of ServiceHow much do you tip whom? First it was 10 per cent, now it’s 15. And even then there are rumblings of 20. Does a taxi driver get the same as a server or the same as a pizza deliver guy? How about a valet or the counter service guy at Booster Juice?

Service is not the same. And it shouldn’t be. I don’t have the same expectations from a waiter as I do from the girl who makes my Subway sandwich and shouldn’t reward them equally. (FYI – tips are rewards for good service, not expectations for a job so-so done).

So here’s the question: What do you tip? Give an example.

Filed Under: My Reviews Tagged: , , ,

Over the Game or Over the Newspaper?

Posted on March 17, 2010 Written by 6 Comments

Sometimes you want to lounge over a coffee and a newspaper, sometimes you want to hang out at a sports bar. Well fine, for the wanna be jocks and the pseudo intellectuals I thought I’d take in a couple of Victoria eateries: Union Pacific Coffee and Podium Sports Grill.

THE ORDER:
The Union Pacific is a place I use to frequent quite regularly. It was something different than the big coffeehouses and the food was pretty damn good. I hadn’t visited since I put on “upsell” goggles so I thought now would be a good time as any. After running a few errands I stopped in for my usual Soy Chai and Pesto Charlie Panini. The place wasn’t that full but even then; the place is mostly shared seating. So instead of making new friends, I bellied up to the bar top and had my meal. With a newspaper of course.

Podium Sports Grill I’d never been to nor had heard anything about. Friends had gone the weekend before but that was really the whole of it. A friend and I, whenever we meet up, go for wings at a different place every time. Podium was on our radar for this week. It was Monday night so it was as busy as you’d expect…tumbleweeds. Thankfully the wings were damn good…unfortunately this is a customer service blog and not a wing blog.

THE SERVICE:
When I conceived of this week’s blog, I was fully prepared to compare and contrast. Café vs. Bar. The ins, the outs. The blaring differences and obvious similarities. No dice. I can sum them both up with: OK. Fine.

Union Pacific is pretty good at getting through a line up. There was a cue when I arrived but it filtered through pretty fast. An order taken, a number given and off to my chair I went. Not a lot of interaction with the staff beyond that and when they drop off your food…oh wait, if you’re there long enough they take your empty plate. Shouldn’t forget that.

If I had one complaint, it was they put a napkin under the hot sandwich. They do it every time. My only serviette is not only greasy with melted cheese on it, I also have to pick the remnants off my sandwich. Yum.

Podium, not much different. Sat down and ordered. The waitress showed a little personality with a quick joke (though I’m sure she used it on most tables) and a smile. Food and drinks came quickly enough. It’s not like the place was very busy. It would have been nice to get a bit more interaction with the waitress. I wasn’t looking for a pick up or anything but we were two guys in a sports bar…there are expectations. In the end, I just wasn’t blown away but I wasn’t really disappointed either. It just…was.

THE CONCLUSION:

spork21 Over the Game or Over the Newspaper?spork21 Over the Game or Over the Newspaper?spork21 Over the Game or Over the Newspaper?

Union Pacific Coffee and Podium Sports Grill: 2nd Date – I’ll give you a second chance. I just don’t have anything to complain about. You don’t thrill me but you keep me satisfied in this relationship. Just don’t be surprised if you lose me to someone more exciting. I’m easy that way.

Service Rating System:

Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going Steady – This could be the beginning of something major.

THE TIP:
I’m getting really tired of debit machines with tip options. It’s all well and good if I’m in a restaurant where there’s some interaction with the server…and relationship, however brief, has formed…but pizza joints? Thai take out? I say thee nay! So you take my order, ring it through, turn, pick up my order, turn, and hand it to me AND want a tip? For what exactly? You’ve done the absolutely bare minimum. You’ve basically DONE YOUR JOB! No added value. No extra effort. Unless you count smiling…we have to tip for smiling now? If you read the “About the Upsell” section, you know I have a long background in serving and tipping. I’m a big fan of both. But I’m taking a stand here and now. You hear me order takers! I will no longer be guilted into tipping you for simple tasks! I’m serious because I’m using exclamation marks!

Filed Under: My Reviews Tagged: , , , , , , ,

Coffee: Corporate vs. The Little Guy

Posted on March 10, 2010 Written by 14 Comments

Victorians do love them some coffee.  It’s hard to walk a block without running into either a corporate store or a local café. And as much as you’d think it would all be the same, it really isn’t.  The products all taste different, the environment/ambience is varied but the big question: Who’s customer service is better? Well I don’t have time to hit every coffee stop in Victoria but I can do two, based on two visits to each.  My local Starbucks vs. Cook Street’s Bubby Rose Bakery.

THE ORDER:
 First up, Starbucks. I write my blog quite regularly at my local ‘Bucks (hell, I’m doing it right now), going in to get my Soy Chai Latte with easy foam (Yes, I’m still a man) and a pastry. Usually there’s a few people in front of me but it doesn’t take long before I’m sitting at one of the tables, banging away on my laptop. The staff are a green-apron blur, hurriedly working on something: cashier, coffee person, cleaner upper, etc.

And then there’s Bubby Rose Bakery.  A local institution that offers more in the way of a full bakery as well as coffee.  A more laid back approach with the staff dressed in their everyday clothes and not much in the way of quick movements. I’ve only been there later in the day so the food is a little more on the sparse side but that is more an example of their popularity, less of their lack of products.

THE SERVICE:
At Starbucks, I’m always treated with a smile and, having come here a few times, they recognize me with a sense of familiarity. I rarely wait long while in line before I’m greeted quickly and efficiently. Smile, eye contact, rung in, pastry in hand, paid for, off to get my coffee.  All taking about one minute…if that. And I never feel rushed if that’s easy to believe. If I had one thing to nitpick, it would be the table maintenance is lacking. When I’ve been writing for an hour or so, my crumpled pastry wrapping is still sitting there as is my empty coffee cup.  Coming out from behind the counter a little more often would really put them over the top in customer service.

Bubby Rose customer service?  What customer service? Both times I’ve recently been there, the cashier didn’t smile…hell, she didn’t even look at me (different girl each time). The high-point? “Do you want that heated up?” That was it. The staff was more interested in what was going on outside/on the ceiling/on the eyelid than they were for the customer in front of them. I’d like to say something good but I wasn’t there long so the impression was brief but lasting.

The Conclusion:

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Starbucks: Going steady – This could be the beginning of something major. You’re always happy and friendly when I’m around. Sure there’s others but you make me feel just as special. You’ll even go that extra mile to keep this relationship going (a misorder was quickly replaced). You and me…we’re in a good place.
spork21 Coffee: Corporate vs. The Little Guy
Bubby Rose Bakery: Friend Zone - I just don’t like you in “that way.”  What customer service? I wanted to like you. All my friends said we’d be good together but sadly this was a blind date that went wrong. You were aloof and reserved. I didn’t feel any sort of connection at all.  Do you even like me?

It’s pretty straight forward that for a small business to compete with big business, they need to stand out.  One of the best way’s they can do that is through exceptional customer service so I find it stunning that Bubba Rose drops the ball when it comes to this opportunity. Maybe I’m missing something because the place is always busy. Is it convenience? Is there something in the food? Sorry, until I hear different I’m staying a corporate shill.

Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call - If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.


THE TIP:
In a clothing store, if you have pictures of models wearing clothing…that clothing better damn well be in the store.

This is about as bad a bait and switch as you can do. The posters are really good on portraying a lifestyle, a feeling, a somebody you want to be.  They get you in the store.  So once you’re in the store, don’t you want to buy what was offered?

-       the white sweater you’re hugging that cute boy in

-       the black hoodie you’re splashing in a pile of leaves with

-       the blue t-shirt that makes that girl look at you

We should be able to be that guy/girl and if your store is promising that possibility, you better deliver.  Anytime you don’t, you’re just leaving a bad taste and disappointment associated with your brand.

Nice going.

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