CapeTalk Small Business Awards

Truly great businesses know the customer is king, but NOT always right.

#BadServiceMustFall

Got great service? Click here (Gauteng) or here (Western Cape) to nominate them for the 2016 702/CapeTalk Small BusinessAwards with Sage One.

--

The customer is not always right. It’s simply a fact.

Great businesses know this and how do deal with a customer that is in the wrong or acts in a way that is unacceptable.

Massimo’s in Hout Bay, famed for its pizzas, can provide a lesson on how to deal with a difficult customer.

John Matham spoke to Massimo's owner (scroll down to listen to the audio), Massimo Orione, about the need for businesses to respond to unfair criticism in online reviews, after his restaurant came under attack from a reviewer

Customer’s review:

“As local Hout Bay residents who frequent Massimo’s regularly, we were very disappointed at the owner’s attitude to our complaint regarding the fact that the main pizza maker had a large plaster on his face!! With m gloves [sic] and was making pizzas in full view of the entire restaurant. In conversation with the owner, he expressed indifference to my opinion, and stated to me that I was not a “doctor” but did say that the member was from West Africa where communicable diseases are rife. We were asked to leave and only invited back if we were considered doctors!! If someone is ill, don’t put them in full view of clients! Be more professional, and don’t treat your customers with disrespect.”

Massimo’s response to the review:

“Sir, you forgot to write on your review that the first thing you told me is that you were already tipsy and that you are NOT a doctor!. You then told me that as you are from Zimbabwe, and you recognized my pizza chef as a fellow Zimbabwean and because he is skinny and had a plaster on his eyebrow he must have HIV. When I told you that he is actually from DRC, you said then he must have Ebola and you did not want your food touched by him. At that point I had no choice to ask you to leave as I can’t pick and choose my staff according to the racism of my clients. Incidentally the pizza guy hit his head on a beam during loadshedding. I would gladly ask you not to frequent my restaurant in the future.”

Paying it forward

After responding to the customer on Tripadvisor, Massimo posted the original review and his response on Facebook.

Included was a picture of his staff wearing plasters on their heads in solidarity with their colleague.

Massimo also offered a free shot Limoncello to every customer with a plaster on their forehead and used the spotlight to promote his “pay it forward” project whereby for every six slices of pizza sold he gives a pizza to one of four charities.

#BadServiceMustFall

Got great service? Click here (Gauteng) or here (Western Cape) to nominate them for the 2016 702/CapeTalk Small BusinessAwards with Sage One.

--


Recommended

by NEWSROOM AI
Read More
Want to start a small business? Lessons from a successful serial entrepreneur...

Want to start a small business? Lessons from a successful serial entrepreneur...

The Money Show’s Bruce Whitfield interviews Nic Haralambous, founder (at the cost of R5000!) of funky sock company Nic Harry.

Considering emigration? Financial planner discusses the affordability of leaving

Considering emigration? Financial planner discusses the affordability of leaving

Can you afford to leave South Africa? Certified Financial Planner (CFP) Barry O'Mahony on what to consider before deciding.

'SAA’s collapse plays nicely into hands of a politically constrained Ramaphosa'

'SAA’s collapse plays nicely into hands of a politically constrained Ramaphosa'

After dithering for fear of spending political capital, SAA is now out of the President’s hands, says Pieter du Toit (News24).

How to bring fast, affordable connectivity to rural South Africa

How to bring fast, affordable connectivity to rural South Africa

Sharing networks, tax incentives and new tech are some of the ways to bring rural SA online, argues Premeshin Naidoo (Absa CIB).

Capitec Bank is SA’s strongest brand right now – London-based Brand Finance

Capitec Bank is SA’s strongest brand right now – London-based Brand Finance

MTN and Vodacom may not be as “strong”, but they remain South Africa’s most valuable brands.

Entrepreneurs shouldn't focus on environment, rather on sustainability

Entrepreneurs shouldn't focus on environment, rather on sustainability

Pat Pillai shares insights into good service and what he'll be looking out for in this year's Small Business Awards competition.

Popular articles
Want to start a small business? Lessons from a successful serial entrepreneur...

Want to start a small business? Lessons from a successful serial entrepreneur...

The Money Show’s Bruce Whitfield interviews Nic Haralambous, founder (at the cost of R5000!) of funky sock company Nic Harry.

Considering emigration? Financial planner discusses the affordability of leaving

Considering emigration? Financial planner discusses the affordability of leaving

Can you afford to leave South Africa? Certified Financial Planner (CFP) Barry O'Mahony on what to consider before deciding.

'SAA’s collapse plays nicely into hands of a politically constrained Ramaphosa'

'SAA’s collapse plays nicely into hands of a politically constrained Ramaphosa'

After dithering for fear of spending political capital, SAA is now out of the President’s hands, says Pieter du Toit (News24).

Jehova Retshepile Wena star Neyi Zimu has passed away

Jehova Retshepile Wena star Neyi Zimu has passed away

The Gospel star succumbed to a long illness on Wednesday night.

'Clearly those DA councillors that voted with ANC are expecting a reward'

'Clearly those DA councillors that voted with ANC are expecting a reward'

Unisa political analyst professor Lesiba Teffo weighs in on the elections that happened on Wednesday at the Johannesburg council.

There is no Ubuntu in how Khanya Cekeshe has been treated - Thuli Madonsela

There is no Ubuntu in how Khanya Cekeshe has been treated - Thuli Madonsela

Former public protector says the eight-year sentence was too harsh and it shouldn't matter that he was not a Wits student.

‘South Africans are getting poorer and poorer because of politics’

‘South Africans are getting poorer and poorer because of politics’

SAA is a classic example, says Isaah Mhlanga, Chief Economist at Alexander Forbes Investments.

[WATCH] Couple dancing in traffic has social media talking

[WATCH] Couple dancing in traffic has social media talking

Khabazela shares tweets and Facebook posts that have gone viral.

How to make your first R1 million (after that it just becomes so much easier)

How to make your first R1 million (after that it just becomes so much easier)

Rich. Wealthy. Financially free... Call it what you will; the first million is how you get there. Warren Ingram on his book...