Rosie's Pizzeria Case

Chapter 3 Case: Rosie’s Pizzeria

1. What were the customers actually saying in the four responses given in this case? Translate them into customer requirements using actionable business language.

• In these 4 basic responses, it is easy to see that there are a number of customer issues that can be addressed to provide a better atmosphere overall in the Rosie’s Pizzeria restaurants.

• “So there I was, like herded cattle, standing on the hard concrete floor, cold wind blasting my ankles every time the door opened, waiting and waiting for our name to be called.”

o This says a lot about the way that customers are treated when they first enter a competitor’s restaurant and what the environment is while they are waiting to be seated. The first thing that needs to be addressed is the way that customers are treated, and how many people are crammed in to the lobby/waiting area. Rosie’s should consider taking reservations in order to combat a little of the overcrowding in terms of people waiting to be seated. This would also help with the amount of time that customers wait to be seated, because there would be a more organized system, and people would know to make a reservation ahead of time if they want to be seated more quickly. Something that might also help the atmosphere is some of staff walked around the waiting area with free food or drink samples. This would keep customers happy even if they did have to wait a little longer. The second thing that should be addressed is where the waiting areas are located in the restaurants. This customer’s feedback makes it seem like they are waiting very close to the door which can make for an unpleasant atmosphere depending on the weather outside. This can also make it seem more overcrowded if the door is constantly opening and closing when people enter and leave. If the waiting area can be moved farther away from the doors, this should help to improve the overall experience. Lastly, the design of restaurant lobby/waiting area should