An Employee's Point Of View
ARKANSAS -- First off let me explain that it is very late and that I will most likely make spelling errors. I apologize.
Now to get to what I have to say. I currently work at a Domino's Pizza. I have read a lot of complaints about Domino's Pizza from many sites. To be totally honest, most are completely understandable and reasonable. I am just here to offer an observation or three from the other side of the counter. I do not claim to represent Domino's. I speak for myself.
One of the most common complaints is about rude employees/managers. These complaints are pretty fair. The major problem is that you are speaking to a person who makes minimum wage, or close enough to it. The threat of being fired isn't really all that troubling when you make minimum wage. Having no benefits combined with low pay gives somebody with a bad attitude a LOT of freedom. They can pretty much do whatever they want with no real consequences. Sure they know they can be fired. So they just go get another job the next day. Even in a bad economy, there's always minimum wage jobs available. I see it all the time. You combine low pay with a bunch of kids, and they are kids with little to no bills, and throw in a splash of poor work ethics and you will get some terrible service. I am not attempting to excuse anyone's sorry customer service, I am simply trying to illuminate the why of it.
Another complaint is about the poor delivery times. I hear it all the time. To be honest, I have had my share of delivery's that were late. This one is a bit tricky. If the phones keep ringing, the pizzas get delayed because, and I kid you not on this one, Domino's number one priority is to answer the phones. That is no exaggeration. It is in the employee handbook and is in practice in stores. So if the phone keeps ringing, it takes longer and longer and longer just to start making the first pizza from the first order. Then there is traffic, car accidents, trains, funeral processions, power outages, roadwork, etc. to consider. I didn't mention weather because most people realize that if it's snowing or raining, the driver is going to take longer. With all this to consider, you might only be 5 minutes away, but it could still take 45 minutes to get to you. Sometimes the only thing the driver can do is apologize. I realize that is not really good enough when the entire purpose of the business is customer satisfaction, but again I am simply trying to illuminate the why of it.
Quality of the product rounds out the top 3 of complaints. Again, this is a totally reasonable complaint. I know that in my store, much of our equipment was new when Carter was president. Yes, Carter, I am truly not joking here, A stove that has been running at 500 degrees for 7 days a week, 12-13 hours a day, 363 days of the year (closed Thanksgiving and Christmas), simply stops cooking properly. The cooler in the back, the makeline up front (the "cold" area we make all the pizzas at), and the AC are all in similar condition. The customer deserves better than this, but again I am simply trying to illuminate the why of it.
I think that is enough for now. I wish all of you the best of luck in your pursuit of a quality product, at a fair price, from a courteous staff.
Domino's would do well to remember the words of Earl Nightingale ~ We will receive not what we idly wish for but what we justly earn. Our rewards will always be in exact proportion to our service.