I believe that having a commitment to one another on the staff at Malnati’s is critical to our success. People who care about one another and who are constantly considering ways that they can make things better for others around them is a unique trait that so many in our company possess. So when I hear about people mattering to other people, I take notice. That’s why I am impressed with Tony Dungy.

Tony Dungy is now the ex-coach of the Indianapolis Colts, the same Colts that beat our Bears in the Super Bowl a few years ago. Dungy became the first African American Head Coach in the NFL to claim that title. I heard that in the eight years that Dungy coached in Indy, he never once raised his voice to anyone on the team, yet molded them into one of the league’s elite units.

When it came time for the Championship Ring Presentaion, Dungy made sure to award a special ring to Edgerrin James, a halfback who had played for Dungy for seven seasons, but who had left to join another team via free-agency the very season before his Colts became Super Bowl Heroes!! The fact that Dungy was so committed to an ex-player blows me away!  Tony Dungy is my Super Bowl MVP.

We opened a restaurant in North Lawndale (Chicago) about 13 years ago, in partnership with Lawndale Community Church. When we moved into this under-resourced neighborhood, we became the only sit-down restaurant in the area. People had no place to celebrate family birthdays or to have business lunches together. Our mission was to donate all profits back into the community to fund educational and recreational programs for kids.

Well, we have never made a profit!!    In the meantime, we have created job training opportunities for many, many men who are putting their lives back together after addiction or incarceration. The store has been a “lighthouse” for other businesses looking to expand in a growing area, and we have seen real estate prices increase dramatically.  But in 2009, we believe that, contrary to the economic trends, Malnati’s in Lawndale will become profitable!!
In 2008, we saw sales increase at a faster rate in that store than any other restaurant in our group. Please stop by this year at 3859 W. Ogden (at Cermak) and play a part in this Malnati milestone.

It is hard, actually impossible, to predict the future, but how do you know when something new is just a trend or when it is here to stay?  In the restaurant business it seems that trends come and go as quickly as they do in fashion.  One week it is the hottest new item, then next week you can’t (and don’t want to) find it anywhere.  We want to add menu items and services our customers  want, but before we invest in them we need to know it is more than a quick passing trend.  How important is it to be cutting edge with trends?

Lou Malnati’s has been service deep dish pizza for 38 years – and it is high quality at a great value.  We are lucky enough (and work hard at it) to have thousands of loyal fans.  Lately there’s been a trend in the pizza industry to offer a very thin “Neapolitan style” pizza.  Should we add it to our menu because customers are seeking it out, or is it just a passing trend?

On-line ordering seems to be a new direction for restaurants to take orders.  Lou Malnati’s wants to have a friendly interaction with our customers that online ordering doesn’t allow.  But is this something our customers would like for convenience and speed of ordering, or is it just a trend because people really want the personal touch?  Let us know what you think about these concepts, and any others you may have. 

Have you noticed a decline in service, yet an expectation for greater tipping?  A response to our blog about service expectations mentioned that 15% is no longer considered a “good” tip.  It seems there a trend where customers are seeing a decline in service and not feeling appreciated, yet are pressured to tip above 15%.  And where do you draw the line on tipping for service?  When you go to a coffee shop or an ice cream parlor, is there pressure to throw a tip into the jar on the counter because you received your coffee hot and your ice cream cold?  There’s more to good service than just the process.

Tipping in the U.S. is part of the employee’s pay, and tipped positions are able to receive an hourly rate below that of the minimum wage.  So it is understandable that tipping is expected, but that doesn’t mean you should receive poor service.  It is still standard to tip 15%, and anything over that should definitely reflect the quality of service.  Being in a service industry, Lou Malnati’s requires great service from our staff.  Our customers aren’t taken for granted, and each customer should feel noticed when they choose Lou’s.  When that’s the case, both the customer and the server win.

Each day we have an opportunity to touch someone’s life and make a difference.  It could be as simple as smiling to a stranger as you open the door for them, or giving your child an extra big hug.  Simple acts of kindness go a long way in making this world a better place to live.  No, it won’t save the rain forest or solve global warming, but it brings a shared bit of happiness to one another.  Take the time to share your day with your family, spend time with friends, and enjoy each moment of the day.  Those are the memories that last a lifetime.

Many of you will enjoy watching the Super Bowl next Sunday with friends, family, beverages and pizza (hopefully Lou Malnati’s pizza), but our dedicated, honorable and hard working American troops defending our country overseas won’t have that luxury.  However, through a non-profit organization called Pizza 4 Patriots, some of the troops in Iraq will be getting Lou Malnati’s pizza in time for the Super Bowl.

Pizza 4 Patriots buys Lou Malnati’s pizzas (we sell them to the group below cost), and we pack them for their long journey.  The shipping is donated by DHL, the world’s leading express delivery and logistics company, which flies directly to many of the U.S. bases in Iraq.  Thousands of pizza’s packaged in temperature-controlled containers will be picked up Friday, January 23, at Lou Malnati’s Pizzeria, and loaded onto DHL trucks.  The shipment will fly from John F. Kennedy Airport in New York directly to the Middle East, with delivery to military bases just in time for Super Bowl celebrations.

Pizza 4 Patriots is the brain child of retired MSgt. Mark Evans, who was inspired by his son’s idea to send thousands of pizza’s to the troops in time for July 4th celebrations in Iraq and Afghanistan in 2008.  This year he’s continuing his family’s mission by organizing the delivery of more than 2,000 pizzas for Super Bowl celebrations.  “As a retired member of the military, I appreciate the support of the local community, Lou Malnati’s and DHL helping bring reminders of home to our U.S. troops stationed thousands of miles away,” said Ret. Sgt. Mark Evans.  “The reactions we have received by families, friends of the military and the troops themselves about this initiative have been heartwarming.”  If you would like more information on Pizza 4 Patriots, visit www.pizzas4patriots.com. 

We pride ourselves on having a welcoming atmosphere and great service.  We believe that part of our success is due to our customers getting the best service possible so they keep coming back (and we appreciate them for that!).  Of course another part of our success is having the best deep dish pizza in the world, but we are focusing on service here. 

There are many attributes of great customer service that we stress as a service-focused company, but we really want to know what our customers expect.  What do you demand in service and what are your most important elements of great service?  Has this changed over time?

Awhile back, the management team at Lou Malnati’s attended a leadership conference where they heard about making a difference by using your voice in the world.  At this conference, Bono talked about supporting a cause through advocacy.  A non-profit group was not asking us to dig deep and donate money, but to help them spread the word by mobilizing public opinion.  Bono is the cofounder of ONE.org.  ONE is a grassroots campaign and advocacy organization backed by more than 2 million people from around the world and every walk of life who are committed to the fight against extreme poverty and preventable disease, particularly in Africa.

So, after the conference Lou’s Crew brainstormed on how we can be a part of the movement.  We decided to try and create additional awareness of ONE by printing the ONE.org logo on our pizza boxes.  There’s no additional explanation of ONE.org on our boxes, but we hope to create enough curiosity in our customers that they look into themselves, and that they become advocates.

You don’t have to make monetary donations in order to make a difference.  Just believe in a cause, and take action.  Check out ONE.org for more details on how you can help.  In their words, “At ONE, we believe the fight against poverty is not about charity, but about justice and equality. We are honored to be part of a greater movement of people and organizations working to end poverty throughout the world.”