Improving Customer Satisfaction at Nino’s Pizza Sharaf Tamimi Omar Saleh Yueh Chung Pak Him Tse 1

How can Nino’s Pizza effectively improve their work performance and customer satisfaction? 2

Nino’s Pizza lack of experience in the restaurant customer service Nino’s Pizza opened up May 2013, what used to be a Pizza Inn franchise. First time family-owned and operated business which lacks experience. Store has experienced a drop in sales despite the numerous amounts of pizza shops in the local area due to poor customer service. Nino’s Pizza offers fresh quality pizza that has a great taste, but is over-priced. 3

Nino’s Pizza is Picking Up, but Certain Parts of the Business are Holding it Back Nino’s Pizza faces problems processing orders in a timely manner, leading to customer dissatisfaction. These unhappy customers often search for competitors that offer quicker and better service at a better rate. Issues: Issues: – Unprofessional and disorganized – Nino’s Pizza takes orders with an old way with pen and paper, rather than a modern way with computer and POS systems. – As of result, customers have to wait a extended amount of time to receive their orders. 4

5 Behind the Counter View

Poor Customer Service Leads to Dramatic Decrease in Sales Revenue 6

SWOT Analysis Strengths: Variety of choices Fresh ingredients Premium quality Free delivery Weaknesses: New to market Un professional Un organized Poor location Opportunities: Attract students and neighbors around the area and to provide lunches for churches and events Threats: Other pizza shops around the area and substitutes 7

Competitors in Local Area 8

Taking Orders in a Unprofessional Way Employees take orders with pen and paper, which is not a modern way to take orders. They also don’t have proper receipts provided with what the customer ordered. The process of ordering is not efficient, which then makes customers dissatisfied and impatient. They also do not have a proper system to store customer information and records. 9

Introducing a POS System That Can Improve Efficiency in Taking Orders and Storing Information Investing in an updated POS system to keep up with business flow. This computerized system allows business owners to track sales, cash flow, food inventory and can help simplify your bookkeeping enormously. POS system can store previous customer records, so customers do not have to provide their addresses every time they make a delivery order. POS system can also provide proper receipts, so that customers can check what they have ordered. 10

Although POS Systems can help out the business in different way, there are drawbacks POS system is a computer, and subject to all the same technological glitches. If it happens to crash and you don’t have a back up, then you risk losing all your vital data. Always have a backup. Replacement of parts. Updating software. 11

Where To Find and Estimated Costs There are many POS system distributors such as: – Aldelo – Digital Dining – POSitouch Subscription based services ($20-$50 per month) – Optional Cloud services (Back up) – 24/7 support 12

Any Questions? 13