NOW FINISHED: Help create PizzaExpress' Service Charter and have the chance to win £250 of PizzaExpress vouchers

[Carriemumsnet]

You may recall many moons ago we asked for your thoughts on what makes the perfect restaurant/ cafe for mums (here), but we cannily didn't tell you who was asking the questions as we didn't want that information to skew your answers? Well we can now reveal that the company who wanted to garner your collective wisdom was > PizzaExpress and the reason they wanted to know is that they are in the process - in their words - of "creating the PizzaExpress of the future".

The first of their new generation restaurants will be unveiled on Oct 21st in Richmond (that's London not Yorks - sorry Yorkshire folks) and there'll be invites for Mumsnetters to road test it, with a chance to feedback and tell them what you think of the new concept before they start rolling it out elsewhere. Anyone interested in knowing more now, there'll be a blog about it live from Sept 17th here

They're introducing things that have the potential to keep children happy and occupied, like communal kids' drawing tables, and silent, interactive video screens created by the same chaps who did some of the great games at the Tate Modern. And they promise that there'll be room for buggies - one of the top things to come out of the survey It's going to be open all day, starting at 8.45, serving brunch and freshly baked daytime treats. The idea is that Richmond should feel like a bit like a 'living lab', where lots of new ideas are going to be tested out. The ones that work, they'll roll out, the ones that don't, they'll ditch.

One of the major themes that emerged from the initial survey was the difference good service makes to whether you frequent a cafe/ restaurant or not and PizzaExpress now want to create a Mumsnet Service Charter that they can use to help train their staff. Carrie is going to be videoed as part of their training, talking about what it's like to be a mum and what mumsnetters want and expect from good service. The idea being that this should help their waiters understand parents' needs and help them to help us make it through the day (or at least the bit of the day they spend in PE).

So go ahead - tell Pizza Express what three things would make your day (in terms of service). They can't guarantee to incorporate every single suggestion, but hopefully some themes will emerge that they can build into a realistic Service Charter.

We'll kick off:
Someone helping you with your buggy/ double buggy -rather than tutting when you struggle thro the door
Someone offering you something edible - even if it's just bread and water when you first sit down, and just being nice....
Sharp pencils
Good to get that off the MNHQ collective chest , now it's over to you. Everyone who offers suggestions for the Mumsnet /Pizza Express Service Charter on this thread will be entered into a prize draw where one lucky winner will receive £250 of Pizza Express vouchers.

Thanks and good luck
MNHQ

I second that, Aitch.

I find PE very child-friendly already. The staff are always extremely friendly and helpful. In fact, if this is going to someone at PE, can they please make sure they pass on my thanks and compliments to the Norwich Forum branch for being so lovely? :)

A group of us met there very regularly when DCs were younger, cos it was always such a pleasant experience.

sorry haven't read all 7 pages, but

1. a few more highchairs would be good
2. plastic (but re-usable!) cups/ crockery for children
3. excellent idea to have a few little things for little kids to pick at when looking at the menu

thanks

Agree with fluffy.

DD and I love PE (just please bring the bill promptly)

Adding a vote for the gluten-free base option.

And, PE, you do realise that the dietary needs of one member of a family will often influence the choice of where to eat of a big group. Much as DS and DH like PE (and I like the coffee/puddings), I overrule their choice to go to the little place down the street that does gf pizza instead.

You can keep gf bases in a freezer, so it isn't a bit financial risk either. Combine that with some vegan cheese available, and you've covered off two of the biggest food allergies, and increased your customer draw

How allergic are people as a rule, to gluten?

To be fair on PE, I think it would be difficult to ensure that no flour at all came into contact with a gluten-free base, and smaller iirc branches only have one pizza oven (and no normal oven). They also have very small cooking areas and the flour gets everywhere.

The little place down the road probably has a standaard oven they can use. I suppose they could use separate trays, though, and prepare gluten-free pizzas away from the main cooking area, in the bit where they rinse the out of date bags of salad picking out the slimy bits lovingly prepare their freshly bought salad leaves.

Salt-free finger food for teenies - served as soon as possible, not when the rest of the food is ready

A glass of tap water given to mums who are breastfeeding - it's what they need, and shows the restaurant is supportive

Have stopped going after was given dirty looks and glares from some of the staff at the one in Braintree for daring to ask for butter with garlic in for doughballs and getting a pizza base with next to no toppings on when we were using some of their vouchers - staff were rude and horrid and even made DS feel uncomfrtable.

Went to PE Streatham last w/e.
Was generally impressed with treatment - we had 2 adults 2 toddlers and as we got in were given the baby menu and asked if we wanted something ordered immediately - so by the time we'd ordered a baby pizza with two plates arrived. Once they got through most of that, they put pencils and puzzle/colouring books near us which were rather good. Also got plastic glasses and straws without asking.
And there's now a changing table in one of the ladies loo cubicles, didn't check the gents.

Less good - small revolving door. If you need pushchair/wheelchair access you have to go to the other door which always has a table in front of it and ring the bell (there's a step, even though it could easily be removed to provide wheelchair access.
And they forgot part of our order, but took it off the bill without asking. The chap taking our order didn't speak enough English to understand words on the menu, so was clearly very stressed.

Minor point - most of the pencils were yellow and too blunt to use! And there wasn't a sign to say that there was a change table hidden in the cubicle, so if it had been occupied I'd have assumed there wasn't one.

Would love communal play area, but not videos. Kids too old for puzzle book/colouring can bring their own books.

JarethTheGoblinKing

Which of my ideas in particular lead you to believe I am asking for a creche?
That was uncalled for.
All I've done is post some ideas as per the OP based on safety, comfort, entertainment and inclusion of disabled children (many of which are concurring with or developing upon points already made by others, which you didn't see fit to comment on).

I'm sure PE are more than capable of choosing those ideas they feel are the most helpful, reasonable and feasible from this thread, so kindly keep your s for the people would actually insist on every item in their list being granted - NOT me.

While I'm at it: similarly to the music point, many autistic children dislike hand dryers which are too loud. There was a quiet one which DS used the other day and had absolutely no problem with for the first time. If I rememeber the make I'll post but I think there are quite a few available now :)

Was this a Product Test By Stealth then? :)

Generally love PE

Agree re extra hot pizza in front of small child

Would love if they had

Child price drinks.

I resent paying over £2 for a tiny beaker of apple juice!

Plus if your child spills their (overpriced) drink it would be nice if they helped you wipe up and offer a refill rather than just ignore you (just happened to me so am a bit bitter!)

If they are doing coffee brunch would be nice if they had newspapers / magazines - so if DS gets absorbed in his colouring in / playing with cars I have something to do rather than to state into space!

Last time I went to Pizza Express the were short staffed and where telling people they would have to wait 2 hours for food! We were told the same but stayed as I didn't want to disapoint my children - we had our food with 30 mins! Makes me feel like they were being lazy.

A childs drink included with in the price of the menu would be good even if it's just water or squash.

Making sure the childrens food has cooled down before presenting it to the child.

CAn't think of anything else as my local one is generally pretty good at keeping the kids happy and looked after.

Have to day that our "local" Pizza Express (Sauchiehall Street, Glasgow) is already very child friendly. :)

Unfortunately, ds (10) prefers Pizza Hut because of the Icecream Factory. However, I am not suggesting that Pizza Express follows suit Ds is only gets the choice of going to PizzaHut once a year, when it is his birthday (we suffered our annual outing last week ).

In terms of service, asking what the children want to drink straight away and bringing it in squat and/or plastic glasses (as appropriate for the age) with a straw straight away would help give the adults some time to look at the menu at their leisure. In addtion to offering free tap water, maybe they could offer free cordial at this stage.

1. Have 'Half portions ' available of all things on the menu rather than a kids' menu with just a few dull options.

1. Have an area where the children can wander off to when they have finished e.g. lego table.

1. Don't bring a bowl of sizzling hot pasta to the table for a toddler- they want to dive straight in- let it cool a bit 'behind the scenes'

! We love pizza express though and have aways found it pretty family friendly tbh.

A sort of enclosed area for the tables so if a toddler wants to wander around a bit, they'll be safe and can't run out into the road.

Maybe you could order and pay in advance on line so you don't have to wait when you get there?

Nappy changing stuff available in case you've forgotten anything.

gawd after reading this I will remember never to go to PE in Richmond, sounds like it would be a nightmare with all these requests (does no one else chuck a few crayons in their bag and a notepad for your kids when going out?) Richmond PE is my local too

all these changes will mean increased prices, who wants that?

agree with fluffyhampster

A paper bib would be nice.

On service: Expecting families to order the whole meal soon after sitting down (we know the menu by heart!) and not waiting ages and then offering to take a drinks order.

And I haven't read the whole thread but one of the few things which gets to me about PE is the fixed children's menu.

• I'd like to see prices for having part of the children's menu but not all of it.
• I'd like a drink included in the price, and not for an extra £2+. The kids don't need a big & fancy apple juice - they are happy with a small one. Or (as I saw in TGIs in the USA) include a squash or something cheaper, with an upgrade option to fancy juice.
• Also offer a supply of water... mine often down the juice within seconds (while waiting for food...) and then have nothing to drink when they need it because they've stuffed with food.

Great initiative, PE!

OMG some of you lot are precious...providing bibs and beakers? Offering green OR black olives

I think PE would be fucking horrible if half the suggestions of here were followed up.

Two words for those who want a creche-like restaurant experience: Pizza Hut.

Agree with:

clearing away extra glasses etc

Swift bill-paying

viewing area for watching pizza-making would be cool

I'm glad that PE now offer a pot of "pre-loved" pencils rather than the packets of pencils which I felt obliged to keep in the linty depths of my handbag.

NO TO SCREENS

Definitely find Pizza Express child friendly already.

PLEASE don't put video screens in - I HATE screens, and it is hard enough dragging them away from screens as it is, without having them when we go out as well, especially to a restaurant.

yy to hating balloons too, I definitely do, loathe having to take them home at the end.

Re food - make sure it is possible to mix and match - so if a child will eat pasta, but not tomato sauce, likes peas but not sweetcorn, make it possible to mix and match ingredients.

A safe secure area to park pushchairs.

Smaller drinks portions.

Perhaps more varied deserts, my dd's seem to prefer a bowl of chopped grapes, apples and pears over icecream at the moment.

Smaller cutelry and perhaps serviette bibs?

A range of highchairs, booster seats and plenty to go around.

Childrens menu to have a good vegetarian choice on it not like only 1 vegetarian item, but 2 or 3 to chose

Children sized cultery and childrens cups available like with a straw or some kind of closed cups as you dont always bring it, or the option to get juice boxes as a drink

Children's colouring things to do

Staff having a friendly attitude towards the children

Think that Pizza Express are very family friendly already and often take the dc's there as a special treat. My suggestions would be:

While colouring pencils and book is good for older children, how about some baby friendly toys that can be attached to the high chairs for the 1+ year olds who are going through their 'throw everything on the floor phase'!

When it's a bit quieter perhaps asking if the dc would like to go and see their pizzas getting made.

Bring dc meals out with adult starters

1. Quicker service. Particularly when it comes to the bill. So many waiting staff disappear when you have had your main course. Quite often I find that we can lose another half an hour in a restaurant with waiting around for staff - this just makes children grumpy

1. Better children's meals. I would like half portions of the standard menu rather than a crappy option for children. I like a meal option - so half a portion of a dish, drink and some breadsticks/olives at the start of the meal before the main comes for £XX.

3.I don't want screens - I think that if the restaurant is accepting enough towards children - crayons and paper, and there is somewhere to put your buggy, then you feel comfortable there so you don't worry about noise o much.