Revenge On The Stiffer

I had a stiffer tonight that upset me.

• the weather was cold & snowy
• he lived kind of far away
• he had a huge wad of cash that he peeled through to give me exact change

I got back to my car and a banana peel "accidentally" landed on his front step.  Maybe the neighborhood car or some other varmint will drag it away before he even notices, but I did feel better momentarily.

Harmless, this is about the worst thing I could imagine ever doing to get back at a stiffer.  Shaking up a 2-liter of pop or bringing their pizza last in a multi-delivery trip are others.

Totals for the night were 4.96 hours, 13 deliveries, $25 in tips, and 44 miles.  Pretty average overall.

Manager Mike is tracking hours, deliveries, tips, and total (wages plus tips per hour) for all drivers and servers.  I'm not sure why.

Different Styles

We had a different manager tonight as the normal Monday night manager is on vacation.  I've worked with this manager for years and like him, but I realized tonight that the Monday night manager is very efficient!

She usually has most of the frozen prep done and alot of dishes done for the night before I arrive.  This was not the case tonight, and it wasn't because we were busy.  We were only on ticket #58 for the day, when I got there at 6.

So I ended up working past 11 with another driver.  I've gotten used to being sent home between 9 & 10.

Totals for the night:  5.12 hours, 6 deliveries, 18 miles, $18.50 in tips.  Mileage was super low tonight, and almost half of it came on 1 delivery.  The other 5 were all super close.

No remarkable customer interactions, all tips between $2 and $4.

Manager Speak

Manager:  "I need to see that ticket"

Waitress:  "Which one?"

Manager:  "The one with that pizza ..."

I overheard this conversation tonight and it cracked me up.  We are a major PIZZA chain.  All of our guest checks have pizzas on them!

I worked 4.66 hours, drove 35 miles, took 7 deliveries, and made $20 in tips.

First delivery was a $5 tip ... I arrived at the house about 10 minutes before the customer.  I knocked a few times, then called, he was still on his way home from work.  I wonder why he didn't just pick it up himself?

Anyhow, I spent the time chatting with the next door neighbor (who shares a driveway) who was sitting out on her side step.  She commented, "At least you get a break."  To which I replied, "I don't get paid as much when I'm on a break."  She asked a few more questions and I got to educate her:

• Drivers get minimum wage.
• Drivers don't get the delivery charge
• Drivers get about $1 per delivery towards car expenses but have to buy their own gas
• I make about half my money on tips
• Most people these days seem to be tipping around $3

And indeed, 5 of my next 6 deliveries tipped $3 exactly.  (To go along with 1 stiff).

Santa Hat

I did remember to wear my Santa hat today, and also a green long-sleeve t-shirt under my black uniform shirt. I almost never wear a coat when driving, I'm in and out of the car so fast ... my car stays warm from running (and also from the pizza) and putting a bulky coat on and off is just not worth it.

Anyhow, I drove 4.5 hours tonight (stayed until almost 10:30) and took just 6 deliveries (including a double right before 10). I drove 22 miles and made $14 in tips. Of the 6 deliveries, 3 were cash (for $7 in tips) and 3 were credit (also $7 in tips).

Best tip was on a $30.42 cash delivery, the customer counted out $35 and said, "Merry Christmas!"

Jeannie had delivered a gift from the managers, a Christmas mug and some chocolate. Today I also got a card, a pen, and several homemade cookies and treats from waitress Catherine!

Pizza Manager Robbed

There was a pizza-related robbery in my area last night. Seems like a set-up. After closing, the pizzeria manager found his car tires flat and was attacked while trying to change his tire. They stole the day's deposit.

You can read more about it here.

In unrelated news, I stopped by our shop last night. Tomorrow was my one night to work in the next month and I'm not on the schedule. Not that I mind.

Rude Or Not? You Decideext

I drove 5 hours tonight, travelled 41 miles, delivered 11 orders, and made $26 in tips.

My first order was to a woman actually named Queen. It was on her credit card and everything. It was only a $2 tip on a $50 order, but it was literally less than a block from the store so I guess it's ok.

Next was a surprise $5 tip. It was in a neighborhood where you don't expect much, but the woman said her son works for Marco's so she understands the importance of tips.

Not too much interesting until my final order, it was a circuitious triple (meaning I drove a long way) and anyhow at the final house, the customers asked my manager's name and said she was rude. I just said, well she's leaving soon anyhow (Good luck Amy at KFC!) so don't worry too much. When I got back to the shop I asked what happened on the phone. Here is the story.

We had 3 delivery orders in the system and I took them all. (It was about 45 minutes before close). No more orders were called in. Then one of the customers called and asked if their delivery was on it's way. Amy said yes it was.

The customer said, how do you know, you didn't even ask my name.

Amy replied that since all of the deliveries were on their way, she knew theirs was without asking.

Now I can see why the customer may feel slighted at first and want to be listened to, but Amy actually was telling the truth so I sure can't blame her for giving incorrect info.

Post in the comments whether you think this was rude, or not.

Nick Out and a Good Book

Nick announced today that he's being (temporarily) transferred to another store. I'll miss working with him for sure, and hope he's back soon.

In the meantime I'm reading a great book, Pizza Tiger, by Tom Monaghan, founder of Domino's pizza. It's quite interesting, describing the early days and the growth of the franchise.

Don't Eat The Messed Up Pizzas!

There are handwritten signs all around the shop tonight, warning that employees are not to eat any food that we do not pay for. We are not to drink drinks. (I didn't ask if this included water, I just got myself a glass). We are not to eat mistake pizzas. Our food costs are "out of control" and if they are not corrected "we will not have jobs."

Talk about a morale booster!

I arrived at my first run tonight and the person who ordered (and planned to pay for) the food was not home. They had been quoted 50 minutes, and I arrived with the food in less than 30. I have no idea why they were quoted that long, but it cost me a tip as the person who paid had to call in for a credit-card payment and the normal method of signing and adding a tip was not apparent.

Next was a double, I got my best tip of the night ($6) on a nearby order then took 2 separate orders (one paid by credit and one added on later and paid by cash) to the 3M plant outside our delivery area.

Next should have been another double, but the first guy tried to pay by check which we do not accept. He had added on a $3.75 tip. The other house tipped $2 on their $17.99 order.

Then came a series of 4 consecutive apartment deliveries that tipped $9 all together. Then my final order of the night was to the local Holiday Inn. A little small-talk led me to learn that the room was occupied by theater actors who had been in a show and were travelling next to Maryland. I'm not sure what show though.

Totals for the night were 10 deliveries, 5 hours, $24 in tips, and 39 miles.

Called Off

I was scheduled to work 6-close tonight. Manager Mike already told me last night that he would probably send me home early, around 10 PM, tonight.

Well Nick called around 5, saying not to come in until 7, as they currently had 5 drivers and only 1 delivery. I talked with Nick and we decided I would call him later. Well when I called, a little after 7, there were 6 drivers and 2 deliveries.

So I got the night off.

Suspended!

As I arrived tonight, Manager Mike asked if I was going to use a car-topper. I said no. He said then he had to suspend me.

GM Ady and District Manager Jim were both there tonight. I spoke briefly to them, explaining that there was too much crime going on right now, that I was willing to wear a topper after Christmas, and that in the meantime I would be willing to work as an insider if necessary.

They have a meeting tomorrow with Sam from our franchise HR department and they said they would discuss it with him.

But this may be one of my final posts on this blog.

To Work Or Not To Work

I arrived at work tonight just before 6PM. I've always pretty much worked 6-close on weeknights. Occasionally I get held up at my day job, or in traffic, and don't arrive unitl 6:20-6:30. Well our GM has taken to putting me on the schedule at 7PM.

Anyways, Manager Eric met me at the door and told me I was too early, business was dead, and I couldn't clock in. I gave him a dumbfounded look I'm sure, didn't clock in, and started washing dishes anyhow.

A couple minutes later the phone rang SIX TIMES and I went up front and answered it. When I got off the phone, there was a delivery on the oven. I asked Eric again if I could work and he relented and said yes. So I clocked in and took the delivery.

First delivery was to an ex employee Marty who now works at the local eye-doctor. She tipped $2 (and lives less than a mile away).

Third delivery was to a house being remodeled. I knew it wasn't the woman who used to work there as she always ordered a 2-liter and always stood by the door as the porch light didn't work. They tipped $3 (in quarters).

Fifth delivery was to an apartment, #34. I met someone on the stairs coming down to do their laundry and joked, "Sorry, it's not for you."

Sixth delivery was to the laundry-washing customer mentioned above, who remarked "When I saw you I thought, pizza, that sounds good!" Now I'm sure my car-topper has inspired numerous deliveries over the years, but this may be the first time that I generated business just walking up the steps in an apartment building!

Next-to-last driver Chris left around 9:30, leaving me as the only driver for the last 1.5 hours, which is always good for me. I ended up getting a triple just after 10 PM and then another delivery at 10:30.

Totals for the night were 5 hours worked, 13 deliveries, $31 in tips, and 44 miles driven. All in all a pretty good night!

Good bye and good luck to manager Eric, who is transferring to another location in our franchise, after a short time of training at our shop, the busiest in the county.

Nick's Construction Project

Nick went back to his childhood days of playing with tinkertoys tonight. He spent most of the night assembling several new racks and carts for dough and other food storage.

Meanshile I owrked 5 hours, took 9 deliveries, drove 30 miles, and made $35 in tips.

Only one stiff, to a house I've been stiffed at more times thn any other. They have an Obama sign in their yard. I guess they don't believe in spreading the wealth.

Later I delivered to another house. The woman of the house was waiting on the porch smoking. Her daughter and grandkids were inside and had ordered the pizza. The woman came with $22 and asked how much was the check. When I told her $21.62 she had me wait and went bck inside for $3 tip. Tips like that are really appreciated!

My final delivery as a big surprise. It was to an apartment complex where I'm about as likely to get stiffed as tipped. The check was $23.60 and he paid with $40, and he asked for $4 back. That left me $12.40 for a tip, one of my biggest ever! I asked him again if he said $4 and he said yes, so I thanked him again and took off!

Employee Discounts and After Hours Calls

When I worked on Saturday, Sweetest Day, my wife got a pasta and I paid for it. We have a new policy that you can only get the employee 50% discount when you are working, which I was. So imagine my surprise when the manager on duty told me about the NEW new policy that there were no employee discounts, period. I paid full price for the pasta.

The next night we had a different manager. My wife picked up a cheese pizza for the kids and this time I got my discount. I'm planning to discuss it with the GM next chance I get.

Finally, last night about an hour after close, the phone rang. I answered it with my usual rhyme, "Thanks for calling our pizza place, this is Kevin, I'm sorry we close at eleven." The customer was bummed out and asked if I knew of anyplace that was open.

"Nope, sorry ... wait try DiGiorno." was my reply.

The guy actually asked for the number. I tried to say "Look it up in the book" without laughing but I couldn't.

New Computers, New (And Old) Problems

I've felt like quitting so many times in the past week it isn't funny. I've got a list of problems, many related to the new computers. Basically other employees are screwing up and it's costing me money.

Dispatch
On Wednesday, the manager mistakenly assigned my run to another driver. When he was made aware of his error, he didn't correct it. I'm not sure he knew how to reassign the run to the correct driver.

Bad Street List / Out Of Area Deliveries
The street list on the new computer is not as up-to-date as the list on the previous computer was. Due to this, we are taking many deliveries that the computer doesn't think is in our delivery area.

Incidentally, we're also taking more deliveries that really aren't in our area. I took 2 tonight (out of 13) and both stiffed me.

Some people think giving the driver a little money for this will make up for it, but there are many costs involved here, including the cost of the extra gas to drive farther, the time it takes me to drive farther, the other deliveries I could have taken had I gotten back in a normal time.

Wrong Address
Last night one phone girl got the apartment wrong, typing B14 instead of D14. The original driver couldn't find it (of course) and also couldn't call the customer so the order got brought back until the customer called wondering where their food was. I ended up having to take it and we gave it to them for free. Of course they didn't tip. Get the addresses right!

On a similar note, a different phone girl tonight totally butchered the phone number. 474-032-4739. It probably should have been 440-324-739X. Unfortunately the X is important. We ran out of Pepsi and I couldn't call to see if they wanted a different 2-Liter or a credit. Manager Nick had me take a Cherry Pepsi and a Sierra Mist and let them pick. Of course they didn't tip.

History Deleted
Our old computer system had the order history of all of our customers. Last night the same phone girl who messed up the address, took an order and decided arbitrarily, because the customer was laughing and ordered $45 (3 pizzas) that it might be a prank. She and the manager cancelled the order.

Had they asked me, I could have told them that I've delivered to that house at least 20 times in the past couple years. But no, they were too smart to ask for help. So the customer called back eventually, the pizza was over 2 hours late, and do you think I got a tip?

If you've read this long, you deserve a funny story. On one of my deliveries last night, as I stood by the door, I heard a miniature explosion going off behind the house. The guys at the door in their early 20's started laughing. Their younger brother (preteen) then showed up and the guys accused him of "throwing all the fireworks in the fire" and that's exactly what it sounded like.

Saturday I drove 8 hours, took 18 runs, drove 78 miles, and made $46.

Sunday night I drove 6 hours, took 13 runs, drove 67 miles, and made $25.

Note that the night with the 2 out-of-area runs, I got 5.15 miles per run. The other night was a more normal 4.33 miles per run.

Monday Night Football - Go Browns! (and Pizza)

Well soccer season is almost over. Both teams I coach have 1 game left and possibly the playoffs. More importantly, I don't have any games left to referee, so I'm back to delivering pizza a few nights each week.

The remodeling I discussed last week is well under way. We have a huge new walk-in cooler in the back. The old one that was jammed in the middle of the store has been removed. I think we're getting some chicken-wing-cooking equipment in that spot.

Anyhow, I drove tonight from 6-11. We had 3 drivers until 9 and 2 closers, in anticipation of being busy due to the Cleveland Browns hosting Monday Night Football. Unfortunately for me, sports events usually don't bring us much extra business and tonight was no different.

I drove for 5 hours, took just 8 deliveries, made $16 in tips, and drove 34 miles. Interestingly, I got tipped on 6 runs and stiffed on two. Both of the stiffs were to customers who were getting "free food", having a credit due to a complaint in the recent past. Surprise, surprise.

I worked with a new manager tonight, and he frustrated me right away, by assigning the first run after I got there to the last driver in, and then being too lazy to reassign it, just saying "we'll skip you next time through" which of course didn't happen.

But I didn't have any more issues with him after that so maybe he'll be ok. I also worked with a new driver. I asked him what he did before starting to work here and he replied, "I was married." He later told me that he and his ex-wife ran a day-care business. Also he is an accountant by trade, but seems to have worked in the food delivery business in the past.

New Computers

Well tonight was my first night working with the long-awaited "new computers". I'm sure there are some things that work better than the old system but one thing that does not (in my opinion) is having to cash out each and every run as soon as the driver gets back to the store.

This requires a manager to pretty much hang out at the back to manage the till, and it slows things down if they are busy elsewhere.

The other main problem I have encountered thus far is that it's impossible to know from the ticket whether or not the customer is using a coupon.

I drove for about 7 hours tonight and took 14 deliveries. I drove 61 miles and made $35 in tips.

"Keep The Coins" Is NOT a Tip!

I drove about 4 1/2 hours tonight, and took 9 deliveries. On 4 of those 9 deliveries, the customer let me keep the coin change. Two of the four were very explicit in letting me know that they were "allowing me" to keep the coins. For example, the woman whose total was $18.27 handed me a $20 saying "Just give me a dollar back, keep the rest."

News flash: 73 cents is not a tip!

I did get lucky and get a $10 tip and 2 other $4 tips. The $10 guy seemed to have trouble counting his money. I saw a $10, a $5, and at least $4 in ones to cover the $17.61 check so when he asked "Was that enough?" I said "Yeah, thanks." It was only after I drove away that I noticed he actually gave me $28! Yeah, it was enough all right!

Total tips for my 9 deliveries was $27. I had 2 doubles and a triple so I only had 5 actual trips which kept my mileage to a very low 26 miles. I always say when you have more tips than miles you know it had to be a good night!

I closed with manager Nick and as we finished up and walked out to our cars we had a somewhat serious discussion about his future. Nick is a great kid I have known for almost 5 years now and I really enjoy working with him. I told him tonight I think he can do better for himself but selfishly I like having him around.

Wierd Night

Again, I'm trying to work my way back onto the schedule and was available tonight. I called in and driver Chris was willing to leave around 7:30 so I went in to work from then until close. I drove for 3 1/2 hours, drove 38 miles on 8 deliveries, and made $17 in tips.

My first run was out of our area to the south-east. I did get a $4.73 tip so I didn't complain too much.

My third run was just a few blocks up the street. The man asked me if I wanted a job cleaning his garage as he "tipped" me 73 cents. I respectfully declined.

Next was a double that should have been Nick's but he got greed and took 2 that didn't go together the time before, so he wasn't back in time. I got $2 at the first house and $5 at the 2nd house, again out of the area. The girl customer showed me her new piercing, a star on the back of her neck (like this).

After that I went out of the area for the 3rd time of the night, this time supposedly because the next store over wasn't answerring their phones. The customer wasn't home, just some small kids, who said their mom was walking the dog. The pizza was paid by credit card and a man arriving in the driveway said he would sign for it, but of course he didn't feel he could tip since it wasn't his card.

The end of the night was marked by manager Desiree declaring that we were "about $130 short", but she had miscounted 3 stacks of 50 $1's as stacks of 100 so we were actually ok.

Saturday Night Drive

I drove 7 hours tonight, from 6 PM to 1 AM. During this time I took 13 deliveries, drove 45 miles, and made $35 in tips. Even though we weren't very busy (less than 2 deliveries per hour), tips were above average and my mileage total was low, due in part to 3 doubles.

I delivered to a duplex tonight that had 2 police cars parked in front with the lights flashing. I parked in the driveway next door and called the customer on the phone. He wasn't even aware of the comotion out front, so the problem must have been with the other side of the house.

I got a unique response to one of my favorite lines tonight. The customer handed me $25 for a $20.97 order and said "Keep the change." After I handed him the food and said, "Thanks, you keep the pizza," he replied "And the wings!"

Desiree is continuing to work as a manager. She had been a driver until she got too many points on her license to be able to keep driving. What other job can you get in trouble with the law and have it lead to a promotion!

Routing & Inside Jobs

Tonight was a frustrating night for me.

I drove for a little over 4 hours, took 9 deliveries, drove 29 miles, and made $23 in tips. Of the 9 deliveries, 8 of them were doubles. The high percentage of doubles was what kept my mileage low as most of them were far away.

We had a manager not so familiar with the map doing the routing tonight. It was frustrating to me as I had to un-dispatch several runs that were routed as doubles that were in opposite directions, and then combine them as doubles with runs in the right direction.

Also, around 7 the managers asked if it was ok to send the day-driver home. I commented that none of the prep work was done and there were alot of dishes. The day driver then stayed "to help" but he brought in one box from the freezer and then left on a delivery.

Once upon a time, after drivers were taken "off the road", they had to work for 20 to 30 miinutes doing inside work (prep or dishes) before clocking out. This never happens anymore and it leaves alot of work for the late drivers.

Luckily Steve pitched in tonight to help with dishes. He can run alot of dishes through in a short amount of time!

Finally, best of luck to Brianne as she becomes the GM at another shop in our franchise.

ADDENDUM: I want to clarify that the routing issues are not the manager's fault. The manager was quick to listen to my suggestions and implement them. The problem is we not using the system in the way it was designed and it forces managers to guess what driver may be back next, as well as guess from what sector the next phone call may come from. This is pretty much impossible.