|
Review content:
It's too bad, really. The pizza is really good and I was excited for a good pizza place to open in Englewood/Cherry Hills.
Our first experience was good - the food was good, the portion sizes on the salads were really good for the price and we were happy. The only complaint at that time was that it was FREEZING in there - they didn't have on any music and the acoustics of the space are bad, so it's cold and loud, like a hospital cafeteria. The staff was fairly friendly - I had to get up and get my own parmesan and red pepper flakes that they keep at the front counter instead of at your table, which I find irritating.
Our second time it was FREEZING (again) and this time we decided that they must not have a sound system because, again, no music. The food was good - the staff was "ok". It just seems that they need a little more customer service training because they sort of treat you like you're not that important.
We've been back to Pulcinella over 5 times since and it is obvious that the portion size and quality of their once really good salads has begun to decline - they are noticeabley smaller and the good (more expensive) ingredients are now chincy. They seem to have added a sound system, and some strange statue head for decoration, but no customer service training for their staff. They messed up our "to go" order recently and we were treated like it was our mistake as they repeatedly asked if we called their location or another location - and I'm positive I did not call Ft. Collins! We received no apology and no special offer to return again even though the owner was right behind the counter and was very aware of our problem. We were offered to have our food cooked in 10 minutes when we had already waited 30 minutes to pick it up since placing the order over the phone.
I'm sad because we enjoy supporting the "smaller guy" businesses in our neighborhood, but it seems that this business is consistantly lacking in customer service, atmosphere and a pleasant climate. If you want to make it as a new restaurant you can't depend on your pizza recipe alone - you have to train your staff to treat people like they are guests in your home- a home that is warm and inviting.
As a person who manages an upscale Cherry Creek North retail store, I have a few tips for the Pulcinella owner and staff:
You are not the only ones in the restaurant, and just because you may be warm back there by the pizza oven and rushing around on the floor, the rest of us are paying you, so turn on the heat.
Turn on some light-hearted music and create a fun, inviting atmosphere. Silence and cold are a bad combo.
When there is a customer issue, LISTEN - STOP TALKING.
Learn that no matter what - the customer is always right and accomodate them - they are the reason you are there.
It costs your business a lot less to offer a customer who has had a bad experience due to YOUR mistake a coupon for their next visit or a discount on their currant visit than it will cost you to lose them and anyone they would have referred as a return customer. I understand that nobody is perfect, but I also know that it's really easy to win people over with a good apology and some incentive to give you another try.
LIke I said, it's too bad. Your pizza is good, but I can find good pizza in addition to good atmosphere, climate, and friendly customer service at many other places nearby.
|