There’s pizza and there’s pizza

Interesting to see that one of those “serial entrepreneur” types, Luke Johnson, paid a visit to the pub industry last week. He appeared as guest speaker at the BII’s annual luncheon to impart his wisdom on customer service.

Famous for establishing the Pizza Express chain back in 1993 it was funny that he couldn’t hack it at one of his own restaurants when he appeared in the BBC’s “Back to the floor” programme. He was asked to do shifts as a waiter, chef and front-of-house manager at his then restaurant chain, Belgo. He was told off for leaving menus on the table, forgetting to give customers their bread and being too slow. He threw the ultimate TV strop and walked off the “floor”.

This was precisely the sort of bad service that he railed about in his speech when he pointed out that two thirds of people complain about service. He stressed that training staff is key to ensuring outstanding service. Now that apprenticeships in the sector are helping to improve professionalism perhaps clear career choice and progression in the service industries is a real possibility.

We were out for dinner last week for my ten year old son’s birthday. He specifically requested that we go to the (now also famous) Bull’s Head at Repton in Derbyshire – owned and run by Licensees of the Year 2010, Richard and Lauren Pope.

He only chose the pub because they do a certain pizza with barbecue sauce on the base. When this pizza ‘nirvana’ arrived he was immediately disappointed as the sauce did not taste like barbecue sauce. When the waitress did her customary check two minutes later we explained the problem. She said that the pizza was definitely made with the right sauce but quick as a flash, she offered to bring extra barbecue sauce in a bowl to the table. Cue one very happy boy and two relaxed and impressed parents.

It’s a shame about the endless “Happy Birthday” moments with loud music, a cake with a sparkler and a cheesy American-style birthday message delivered in a South Derbyshire accent booming out through the speakers every ten minutes. Ah well, not everyone likes the same toppings do they?