Two random cool things

February 16th, 2009 at 8:57 pm by David Farrar

Watching Letterman from last week, and they had on pilot Chesley “Sully” Sullenberger and co-pilot Jeff Skiles, from Flight 1549. It wasn’t unexpected but very cool to see the massive standing ovation they got from the studio audience. Was a fascinating interview too, as they talked about those few minutes. Skiles has a very good sense of humour.

Totally unrelated to that is great service tonight from Pizza. One of their delivery cars got a puncture and arrived 15 minutes later than notified when booked online. There were several things they did that was really good:

  1. They phoned me to let me know it would be late
  2. The phone call was before the scheduled delivery time, not after it
  3. They explained why there was a delay
  4. The delivery person also apologised
  5. The gave me a voucher for a free double pizza and free delivery by way of apology (which is worth more than my original order of just a snack pizza)

I didn’t expect anything at all. A 15 minute delay isn’t much, and I was just grateful for the heads up. But their excellent regard for customer service certainly means they’ll remain the preferred brand.

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11 Responses to “Two random cool things”

  1. TimG_Oz (915 comments) says:

    Hi David – I assume that this is not a paid advertisement.

    Have Hell improved the arrogance previously shown by their billboard marketing department?

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  2. Harpoon (77 comments) says:

    I too like Hell Pizza. But I’m spending a year not buying their brand because of that nasty advert in October featuring Sir Ed as a zombie. AFAIK, they have never properly apologised.

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  3. getstaffed (9,189 comments) says:

    I’ve decided that I’m dyslexic (or something). When my eyes scan the words “Chesley Sullenberger” my brain hears “Sullen Cheeseburger”. Damn… I need a shrink. And a pizza.

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  4. MrHappy (70 comments) says:

    Ever since Hell’s was a little pizza shop tacked on to Club Kelburn where I played squash at uni, it’s been apparent to me that they understand the value of good service. Friendly staff, apologies for any slight delay or problem with the food (me being vegetarian and my girlfriend being gluten-intolerant makes for a bastardly close inspection of ordered-in foods…) and prices which are excellent value for the food you get. Plus excellent advertising to boot. Now that I live overseas, I really miss them. Back in NZ for a bit at the end of March, and already thinking about ordering up a double Damned…

    MrHappy

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  5. Patrick Starr (3,675 comments) says:

    Geez Harpoon. Are you a leftie who is recognising the y generation are arrogant little shits with no respect?

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  6. IdiotSavant (88 comments) says:

    Not quite Uncle Enzo showing up to apologise in person, but pretty good.

    (sorry; obSnow Crash ref)

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  7. Dusky (51 comments) says:

    I can identify with MrHappy. I miss Hell Pizza so freaking much.

    After going on about it for the better part of a year (I’m in England, as of about two years ago), my husband made me a Trouble pizza. Nicest thing a guys ever done for my birthday.

    Ordering it’s the first thing I’ll be doing when I get back for a visit.

    (I do find the idea of a zombie Ed a bit off colour as a joke though – to be fair, Hell’s Pizza ad campaign just isn’t there to be pc. I think Sir Ed would see the humour)

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  8. Pascal (2,015 comments) says:

    It is interesting how service can differ. We ordered pizza on Friday night, the 13th as luck would have it. Of the five pizzas we ordered, 4 arrived and 3 of those were wrong. It took another 2 hours to get the other two and they argued that they had made no mistake with the others; despite 5 of us attesting to hearing the order phoned in. And this wasn’t just a small mistake; they had olives and anchovies added on one, pineapple added on the other, another sized too large and with mushrooms added, etc. No apology, they tried to blame it on us and did not offer to change the pizzas for free, we had to argue for it. I guess it must depend on which store you go to.

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  9. dime (9,368 comments) says:

    nothing like consuming 2000 calories of carbs anf fat before bed :P

    Dime suggests 9 hours cardio to make up for it lol

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  10. goodgod (1,363 comments) says:

    An impressive display, but ill advised from a business point of view. They failed to match expectation with dollar value of compensation.

    It’d be pretty sad if average joe expected compensation to twice the value of his order for unavoidable delays like a flat tyre. Such an attitude breeds an hystercial-demand environment, that especially the young can do without, and makes teenage girls out of men.

    Man has to accept that life is not flowing perfectly to his door 365 days of the year and his reaction to inconvenience displays his character, determines his success in life, and the measure of respect he will achieve.

    Bet you didn’t know getting a free pizza meant so much, huh? :lol:

    [DPF: But by exceeding expectation they build up customer loyalty which exceeds the cost of the pizza]

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  11. Ratbiter (1,265 comments) says:

    IMHO Hell’s success has always been down to the intangible things that make you think “I want to support THOSE guys.”
    (That, and possibly they fill a niche somewhere in between “Gourmet” pizzas and greasy awful sh*t from Dominos/a pie-cart)

    They are a bit better than other standard Pizzas, but they are also fully twice the price. Their “Gourmet” pizzas do not hold a candle to proper ones. It’s hard to understand how they compete commercially, so I guess it must be down to people loving their style.

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