Little Caesars Pizza Case Study

For small businesses to succeed in today’s fast-paced world of continual change and pressure for responsiveness, organizations must understand and adapt to the many dynamics of customer and organizational behavior. Like many small business in America, franchisee owners of the brand Little Caesars Pizza have seen ups and downs in their business. With a recent marketing campaign using a slew of television ads and promotional offers, Little Caesars has seen a revival of its brand. Promoting a family friendly atmosphere, fresh hot pizza, and affordable prices keeps customers and families coming back through the door. Keeping customers happy takes a multi-faceted approach. We will explorer the struggles and successes of the brand itself and

How the business owner then applies these values and ethics to their employees can make the difference between success and failure. Business owners need to understand things like attitudes, emotions, ethics, and motivation and how they apply to their employees. Recently, when asked what the biggest problem that a franchisee owner encounters when dealing with employees the reply was “trying to align employee’s values with those of the owners.” (Martinez, 2015) The Little Casers owner in Torrington came up with a helpful way to keep his employees literally on the same page as him. With the help of an HR consulting firm he developed an employee hand book. This handbook has everything from the stores mission statement, the company’s values, ethics, benefit packages, training information, goal progression, and several other HR related items. By developing this informational booklet for employees it sets clear expectations of what the owner believes and desires for the business. Opening this line of clear communication the minute a new employee walks through the door is of tremendous value for the owner. Having employees understand what is expected helps keep their attitudes positive and understanding of the ethical values of the

In the case of the Little Casers owner, communication is vital to keep customers happy and employees attitudes in check. Poor communication can affect the customers if employees do not present an effective and positive experience. Items such as poor attitude and a poorly educated work force are two of the major barriers for the pizza shop owner in Torrington. Some of these issues may be attributed to employees that can’t effectively communicate their problems or if there is some kind of cognitive dissonance that is affecting them. A couple of the technique the shop owner uses to counteract these issues is to teach and use reflective listening with his employees and provide mentoring. By teaching employees the skills of reflective listening, it allows for better communication between the owner and customers. When reflective listening is used with customers, customers have stated that they feel the employees are better engaged to what they are asking for and are being more responsive to their demands; all good things when it comes to customer satisfaction. Not only is it beneficial for the employees to use reflective listening, it also allows the store owner to better understand the challenges employees are facing and to show empathy when issues do