This is an oldie but goodie. In the heat of the night what discount should you use? This lesson will help with that.
Here is a reminder of when to use Voids, Discounts, and Pizza Bucks.
VOID– Item WAS NOT MADE- NO FOOD/PRODUCT USED – NO FOOD COST:
“Not Made” –
Accidentally added too many items to a check or put it on the wrong check – need to have it removed or Trainee Practice Ticket or Guest Changed Mind before made, etc…
Or if you have an employee had food made, but forgot to pay, going to “pay tomorrow” – VOID now, then when ready to pay: re-enter, pull tickets, don’t re-make it of course, discount, take payment
“86’d Item”
Entered item in – but we are out of it and couldn’t make the item
DISCOUNT = “Comping”($ or % - Open Item Discount) (FOOD WAS MADE, IT COST US MONEY)
“FOH Mistake” – (Write a brief comment why/what happened)
Server, Manager, Support
Item was rung in wrong
Pizza dropped,
Cold (too long sitting on expo, etc..)
Trainee practice tickets entered and food accidently made –
Etc..
ALSO FOH GUEST SERVICE ISSUES are "FOH Mistake"
Not greeted quickly enough
Inattentive service
Spilled drink on someone
Told incorrect wait time, too long waiting on food, etc..
Management dropped the ball on something that then ultimately led to unhappy guests also "FOH Mistake"
Long wait, because we were understaffed to take care of business
Kitchen printer ran out of paper and caused an order to be missed because we didn't prepare
Etc..
“BOH Mistake” – (write a brief comment why/what happened)
Kitchen staff or manager
Made item WRONG
Dropped the pizza
Lost ticket
Never made it
Foreign object in food (hair, glass, plastic. Etc.)
Etc…
“Wrong Store” (comment which store they went too so we can see if their is a pattern)
Guest called wrong store and you have food you spent $ to MAKE it and not being picked up now.
“No Show” (brief comment if you know why)
Guest never showed up - you’ve got food sitting there at the end of the shift you spent $ to MAKE and they just never came.
Guest called back and cancelled AFTER food made. Or Dine In cancelled, had to leave.
“B-Day” (no comment needed)
A guest’s birthday – enter and discount Brownie or Lemonade Pie –
“GM Thank You”
Guest is a regular or for other “good will” reasons, GM only!!! wants to thank a guest.
This IS NOT because we made a mistake – that is “FOH/BOH Mistake” - this is only to Delight and Thank a Regular GUEST (not to thank staff – use pizza bucks)
ONLY THE GM can use this – hence “GM Thank You”
“Uniform Police”(no comment needed)
Police Officer – in uniform –
We get the benefit of safety by having uniformed officers coming in and out of our stores – which could be a deterrent to crime
We of course appreciate fire fighters, nurses, teachers, people who help the homeless, and on and on and on, BUT we do get a safety benefit from UNIFORMED police officers. We could probably find a good reason that everyone deserves a discount, but if we gave everyone a discount, we would not be able to pay the bills or stay open!
“On-Line Adj” (very rare)
Online Order Adjustment
“Guest Dislike” (should have comment to give us an idea why didn’t like it)
Made correctly - just didn’t like
OR if Dine In guest changed their mind AFTER you made food and cancelled
“Train Food”
Training food
LTO Pizzas
New item test, etc..
“Other” (SHOULD BE VERY RARE) (75% of the time that this was used this year and last, it was used incorrectly) (Every “OTHER” should always have a comment filled out) – On a given month many store have “$0” or $200, while some stick $1000+ their randomly that should go elsewhere - lazy or untrained.
Power Outage / any other issue not the stores fault –
Also for example- not the stores fault if pizza is “cold” because the guest was an hour late, but you still discounted for them – but need good comment – if cold because we got it out way too early than we told them – that is our fault - “FOH or BOH Mistake”
Lunch split issue (comment “Lunch” please)
SET DISCOUNT BUTTONS
“Employee Disc” (CURRENT EMPLOYEE ONLY!! - Ex-Employees DO NOT GET DISCOUNT)
50% off for a max discount of $25
CAN’T be used when the store is on a wait (can be used 11-2/5-8 when NO wait)
CAN’T be used for alcohol
Can be used - Carry-Out - off the clock – must be the EMPLOYEE who picks up the order
Can be used before, during, or after shift as shift meal
Can be used - Dine-In - off clock – Can apply discount to 1 check at the table
Can be used - Dine In -If employee is working and store not on a wait, the manager may give the employees immediate family (parents, siblings, children) the discount. Family member cannot distract the employee.
When employee or family member is served at the table – they must tip and it must be on the full amount of the original check (or the employee will lose the benefit)
This is a benefit we provide. Any abuse or violation of the benefit will cause the team member to lose the benefit.
Misc. Employee Discount items:
No discounts on 2 liters, fountain is free
No discounts on "Whole" Lemonade Pie"
Only 1 kids meal can be discounted
“Manager Meal”
$15 off
Immediately before a shift, during a shift, or immediately after a shift
“Military”
In Uniform
Military ID of some sort
“Crew Pie”
Utilize with whatever the current guidelines are from Director of Ops
PIZZA BUCK (When to use as CS or EMP)
“Employee”
This is what you would use to thank a team member for picking up a shift, staying late, etc..
Do not use “GM Thank You”, that is for GM to thank GUESTS, not staff
TRADE OUT – use pizza bucks IF you do trade out (trade outs benefit and thank staff) – DO NOT USE A DISCOUNT
“Customer Service”
Generally used more to get them for “come back situations”.
Or when they already paid, there is a problem, but bucks to use next time would make them happy versus re-opening ticket and discounting now.
They’ve already left and you want to send them some bucks to fix a problem they found out about later.
Pre-paid on-line and easier to give bucks in the heat of the moment than reopen/discount.
EMPLOYEE DIDN’T PAY or FORGOT to Pay for Food and will be paying the next day.
We have seen this discounted under “Other” which is incorrect:
DO NOT DO THIS:
One pizza was entered
They didn’t pay – so you discount 100% to get out of system.
They come in tomorrow and need to pay.
YOU re-ring the ORDER, BUT obviously don’t make it again.
You apply the employee discount, take their money to pay the rest of it, and cash it out.
Do you see what happened?
If you discount both days, the Gross Sales now thinks there were 2 pizzas entered and tendered. Two discounts and tenders for 1 order/pizza.
DO THIS -
YOU SHOULD VOID the employee food the day they forgot.
You will re-enter the next day, not make, discount it, and take their payment.
If you forget and don’t follow up and never get their payment, you will end up losing money and slightly hurting your COGS.
SOME EXAMPLES of DISCOUNTS we have seen under the wrong DISCOUNT BUTTONS lately:
UNDER “GUEST DISLIKE”, but SHOULD NOT GO THERE:
“Guest called back and cancelled” - SHOULD BE “NO SHOW”
“Caps not cheesy enough” – PROBABLY BE “BOH Mistake” if they didn’t put enough cheese
“Guest pilled tea on ½ of pizza and didn’t want another” – SHOULD be under “OTHER” (they liked the original food – just not with soda on it)
“Pizzas burnt, and knots weren’t cooked enough” – SHOULD BE “BOH Mistake” – they did a poor job cooking the food!
UNDER “GM THANK YOU”,but SHOULD NOT GO THERE:
“Came in to close dish” – SHOULD BE “Pizza Bucks”
“Guest issue last week” – SHOULD BE either “FOH or BOH Mistake” whichever caused the issue last week.
“Covering shifts” – SHOULD BE “Pizza Bucks”
“Working Extra” – SHOULD BE “Pizza Bucks”
“Prize” – SHOULD BE “Pizza Bucks”
“Cleaned extra” – SHOULD BE “Pizza Bucks”
UNDER “No Show”,but SHOULD NOT GO THERE:
“Not Made, wrong size”, SHOULD BE “BOH Mistake
UNDER “Other”, but SHOULD NOT GO THERE:
Under “OTHER, but should GO UNDER “FOH or BOH Mistake”BECAUSE WE (the HIDEAWAY TEAM made a mistake in the process, at some point, that ultimately caused the problem) (These should not be under “Other” – they are obviously our mistake, a “FOH or BOH Mistake”):
“Long wait”
“Received wrong order”
“Never got”
“Had hair”
“Whole order messed up”
“Foreign object in food”
“BOH took forever and then the server got an attitude”
“Piece of broken plate in salad”
“Long wait to be seated”
‘Lost pizzas, waited 30 minutes” (were we slow turning tables?)
“never got order”
“Glass in food”
“Waited a long time”
“Boh forgot to make”
“Wrong toppings”
“Lost ticket”
“Didn’t get appetizer”
“Long wait”
“Overcooked cheese pizza”
“Went to the wrong table”
“Out of gallon to go lids”
“Undercooked chicken”
‘Runner took pizza to wrong car”
“hair”
“made wrong”
“took too long”
“Gave to wrong guest”
“Didn’t have product”
‘Waited too long”
“hair”
“Lost ticket”
“Drinks took too long”
“Never got”
“Never showed up”, SHOULD BE “No Show”
“Never came back”, SHOULD BE “No Show”
“Open to close helped in a bind”, SHOULD BE “Pizza Bucks”
“Guest changed mind”, Should be under “Guest Dislike”
“Cancelled order”(after food made), should be under, “Guest Dislike”
“Tracey stayed late”, should be “Pizza Bucks”
“Changed mind when pizza in oven”, should be under “Guest Dislike”