Monthly Archives: April 2014

How Papa John’s treats its customers

The case of the missing pizza

It’s Wednesday 1:46pm and I’ve just made an order for just over £50 pounds worth of pizza from Papa John’s website. Expected delivery date: 5:45pm, 15 minutes before a dozen customers are meant to arrive for a focus group session I am organising.

5:45pm comes and there is no pizza in sight. 6pm arrives and most of my customers are on site and ready for a drink and a snack before starting the session…but still no pizza in sight.

My customers are here for one hour only, so I change plan and decide to start the focus group session without any food to offer to both my attendees and my own stomach. Continue reading