Because I've worked at Pizza Hut for a while now, I'm fully trained (can do anything in store) and am now given the task of training new people. I do get a pay rise and different title to reflect this, but no one knows when that is going to happen.
I've been doing this for a little while and it seems to have gone ok. No one has fell in the fryer or got their skin trapped in a cash draw, which are standard measurements of how well you have trained someone. Then we got the results of our latest CHAMPS check (mystery shopper), it wasn't pretty. All the points lost though, were not because I'd not trained the person properly but they seemed to have left their manners behind when they left for work, and also served cold pizza. I couldn't understand it because this person is normally full of manners it is sickening. So either Mr/s Champ or the team member had a bad day. What we all now do is go well over top with all the please/thanks/come again because...you can lose upto 15 points for not doing them or 1 point for not being genuine. So you can take the p**s and lose one point, but if you just don't do it lose 15 points. The criteria are really quite hard but the harshness of the rating varies a lot. To get the full marks according to the book we should be saying something along the lines of this every time we serve a customer
"Thank for you for choosing Pizza Hut, I hope you enjoy your meal and visit again. Is there any further assistance I can provide you with today?".
I never do that much...but I have been known to get the odd 100% CHAMPS :-D !
On a totally separate note we will soon have a BBQ pizza and strawberry cheesecake. The BBQ pizza looks nice but the strawberry cheesecake is a bit of a weird one. It's plain cheesecake, with strawberry ice cream sauce poured over it. Its nice but not exactly "strawberry cheesecake".
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- Pizza Hut Team Member
- United Kingdom
- I work for Pizza Hut, located within a shopping centre in the UK. I blog here to talk/rant/inform/moan about: customers, staff, shopping centre management, general annoyances and occasionally - Pizza Hut.
Email Me!
phtmblog at googlemail dot com
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11 comments:
Love the blog [as always]
Having been a Mystery Shopper in the US for around a few years [on & off] I can honestly say a close proximation of that "cheesy" line you have to recite is enough to earn you a perfect on that part of my survey for me.
Many of the shop companies I deal with prefer having previous retail/waitress/cs workers on file as we are pickier [they think?] than the average joe shopper. I don't know about this, but I always give a lot of leeway for understaffed shops or crowded businesses...things the workers cannot control.
To lose 15 points on one of my shops -the worker would've had to have been heinous/rude or given me unforgivably bad food...the food in your case as yours is a take out kind of establishment and I feel [wrongly maybe>] that the person handing it over should check it.
now having written this...I have said this before haven't I?...giggle...I love the mystery shop stuff you post tho'.
I wonder sometimes just how people view their role as a "Mystery Shopper"...
Having been watching "Masterchef Goes Large" over the last few days, the celebs. have been having to cook for "real" newspaper restaurant critics.
These "people" (and I use the term loosley) sit at their table, with expressions that remind me of a Bulldog licking pee off a nettle!
Charles Campion and Co. then seem to complain about every single little thing that they can find "wrong" with every plate they are presented with, regardless of it's quality.
I suppose what I'm trying to say is that I wonder sometimes if being a "critic" by it's very definition, some people believe if they don't "pick up" on something, someone will feel they are not doing their job.
Regards
I originaly read BBQ & strawberry chessecake pizza and thought someone in Pizza Hut has some very strange ideas.
I tend to find that desserts like cheescake from the likes of Pizza Hut et al are rarely exactly as you would expect.
Al, are they normally...better or worse?!
Enjoying the blog.
I used to work in a Tetley's pub, and we had regular visits from 'mystery drinkers'. If we scored 98% or above, all the staff got vouchers, treats etc. Mysteriously, we always, but always scored 97%. On the last one, we lost 3% for not having an ashtray in the toilets, yet on the previous visit,that wasn't mentioned, but we lost 3% that time for not pushing add on sales...
Methinks the 'mystery visitor' is bit of a swizz.
I would say they usually taste as they should but never look like you would expect. Using the strawberry cheesecake as an example, it may not look like you would expect it to look but it would probably taste reasonably like it.
I was irritated by my last 'Mystery Guest' report when I got 70%. The operations manager came down on me really hard for not maintaining our standard, but I'd done everything right!
We lost points because the bar manager had not bought the right snacks, stocked the spirits/wines properly, ordered enough coasters, etc.
Not entirely sure why I was criticised for this...
ok.. so i work at a pizza hut express branch.. and with that.. its usually pretty busy.. the champs checks arent too hard to do.. in fact i got my first in my second week.. and only lost the 4 points from hospitality.. on repeating back orders (due to the area manager being in,) and i was so nervous about it.. but its a pretty good scheme as it tests the customer service of employees.. so i say.. keep it up :)
I work for Pizza hut in Liverpool UK. it made me laugh to read your blog ha. We recently had a really bad CER, we then had a really bad CHAMPs the next week, bad times, it creates an atmosphere in the workplace!
I'm A general manager for Pizza hut in Texas. I have been mystery shopped before. Some champs have good ratings and some champs have bad ratings. Some champs i can tell they just don't want to complete because they feel it takes to long of a survey over the phone than it is with the internet. Customer is always priority number 1. Its easier for a customer to tell their friends and family they have had a bad expierence versus a good expierence. My wife doesn't thank me for checking the mail everyday, but she'll remind me all the time to take the trash out. Its natural for people to remember the bad parts over the good things. So in conclusion to this. You have to push hard for your champs. Customers notice above and beyond to get the job done. Have fun, but not to much fun. Be serious, but not to serious. As long as you go above and beyond to get that simple task done. You will get Brownie points for the deed. :D
If these are the same cheesecakes served at Sonic,They are really awesome tasting !!!!!!!!!!!!!!!!!!!!!!!
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