Pizza Night Quotes

I talked to a calzone for fifteen minutes last night before I realized it was just an introverted pizza. I wish all my acquaintances were so tasty.

It’s Sunday night,” he continues. “You aren’t at Pizza Pellino.” “No, I’m at the Treehouse with Hattie.” And then I’m so dizzy my vision goes black. “How...how did you know that I’m not there?” “Because I’m here.

It’s the chemicals in our brains, they say. I got the wrong chemicals, Ma. Or rather, I don’t get enough of one or the other. They have a pill for it. They have an industry. They make millions. Did you know people get rich off of sadness? I want to meet the millionaire of American sadness. I want to look him in the eye, shake his hand, and say, “it’s been an honor to serve my country.” The thing is, I don’t want my sadness to be othered from me just as I don’t want my happiness to be othered. They’re both mine. I made them, dammit. What if the elation I feel is not another “bipolar episode” but something I fought hard for? Maybe I jump up and down and kiss you too hard on the neck when I learn, upon coming home, that it’s pizza night because sometimes pizza night is more than enough, is my most faithful and feeble beacon. What if I’m running outside because the moon tonight is children’s-book huge and ridiculous over the pines, the sight of it a strange sphere of medicine? It’s like when all you’ve been seeing before you is a cliff and then this bright bridge appears out of nowhere, and you run fast across it knowing, sooner or later, there’ll be another cliff on the other side. What if my sadness is actually my most brutal teacher? And the lesson is always this: you don’t have to be like the buffaloes. You can stop.

Trash can!” Pritkin cursed and grabbed one, just about the time everything I’d eaten that night paid a repeat visit. Whiskey, pizza, milk shake, beer-and a lone, half-dissolved gummy bear, which was a surprise, since I couldn’t actually recall having eaten any. Fun times.

Moments from their life together flickered: their first time making love. Eating pizza on the floor of their city apartment. The way he gently laid his thumb to still her wildly twitching eye. Who was he now? Who was she? What was happening? … Yes, my partner is a thief. A thief in the night.

What is life, it comes to me, without the occasional risk of pizza?

As I lay in bed every night it felt like an invisible hippo was sitting on my chest, and I couldn’t help but think: I am wasting my life.

I don't know what rituals my kids will carry into adulthood, whether they'll grow up attached to homemade pizza on Friday nights, or the scent of peppers roasting over a fire, or what. I do know that flavors work their own ways under the skin, into the heart of longing. Where my kids are concerned I find myself hoping for the simplest things: that if someday they crave orchards where their kids can climb into the branches and steal apples, the world will have trees enough with arms to receive them.

As we stepped inside, I waited for it to get strange, now that I could see him clearly again—his brown eyes, his reddish hair, his freckles. But it didn’t. And I didn’t understand why until I’d gotten back into the car and Frank had waved at me from the door and I’d turned in the direction of home. It seemed that somewhere between the arguments about the merits of ninja movies, he’d stopped being Frank Porter, class president, unknowable person. He’d stopped being a stranger, a guy, someone I didn’t know how to talk to.  That night, in the darkness, sharing our secrets and favorite pizza-topping preferences, he’d moved closer to just being Frank—maybe, possibly, even my friend.

fMr. Oswald places the telescope on the desk in front of us. "This," he says proudly, "Is a Broadhurst. It was the most powerful telescope for backyard veiwing in its day." Which was when?" Lizzy asks. The nineteen thirties," he replies. "Isn't it a beauty? On a clear night, you could see the whole entire solar system with this one." Unable to stop myself, I blurt out, "My very energetic mother just served us nine pizzas." Lizzy gawks at me like I have two heads. "He's lost it; he's finally lost it. I knew this day would come." Mr. Ozwald chuckles. "Jeremy has just given us a mnemonic device for remembering the order of the planets.

he’s tradition and familiarity. He is homemade pop tarts on the first Saturday of the month. He is late-night viewings of Die Hard in the sticky summer heat, both of our phones propped up on our respective coffee tables. He is pizza with extra mushrooms and light sauce, a crust that has to be perfect.

When I’m with friends now, as an adult, I don’t want to have polite adult tea and talk about our jobs. I don’t want to sit in dress pants while we talk about a New Yorker article. Not really. I want to lie on the couch, cozy in blankets, watching movies, feeling safe enough to pass out and stay the night if we want to. I want to turn English muffins into foundations for pizza bagels at ten p.m., even though they’re not as good as bagels and we know it. I want to tell each other things we can’t talk about online, or we can’t tell our coworkers, and to cry and still be lovable, even if we’re in pain sometimes. To break in front of each other, and pick up the pieces together, before making some dumb joke and telling each other we love each other and knowing we’re safe to be all of it.

Since I am in this pain, the pain of having what is special taken from me, I look inside myself and I don’t like what I see: a man who is broken and alone. I think of all the time Lily and I spent together, just the two of us—the talks about boys, the Monopoly, the movies, the pizza nights—and I wonder how much of it was real. Dogs don’t eat pizza; dogs don’t play Monopoly. I know this on some level, but everything feels so true. How much of it was an elaborate construct to mask my own loneliness? How much of it was built to convince myself the attempts I made at real life—therapy, dating—were not just that: attempts?

We got hungry around three in the morning, and ordered a ton of pizza from an all-night pizza place. Afterward, Blake talked a guy into letting him borrow his skateboard, and he once again entertained all of us. If it had wheels, Blake could work it. “Is he your boyfriend?” a girl behind me asked. I turned to the group of girls watching Blake. They were all coifed and beautiful in their bikinis, not having gone in the water. My wet hair was pulled back in a ponytail by this point and I was wrapped in a towel. “No, he’s my boyfriend’s best friend. We’re watching his place while he’s . . . out of town.” A pang of fear jabbed me when I thought about Kai. “What’s your name?” asked a brunette with glossy lips. “Anna.” I smiled. “Hey. I’m Jenny,” she said. “This is Daniela and Tara.” “Hey,” I said to them. “So, your boyfriend lives here?” asked the blonde, Daniela. She had a cool accent—something European. “Yes,” I answered, pointing up to his apartment. The girls all shared looks, raising their sculpted eyebrows. “Wait,” said Jenny. “Is he that guy in the band?” The third girl, named Tara, gasped. “The drummer?” When I nodded, they shared awed looks. “Oh my gawd, don’t get mad at me for saying this,” said Jenny, “but he’s a total piece of eye candy.” Her friends all laughed. “Yum drum,” whispered Tara, and Daniela playfully shoved her. Jenny got serious. “But don’t worry. He, like, never comes out or talks to anyone. Now we know why.” She winked at me. “You are so adorable. Where are you from?” “Georgia.” This was met with a round of awwws. “Hey, you’re a Southern girl,” said Tara. “You should like this.” She held out a bottle of bourbon and I felt a tug toward it. My fingers reached out. “Maybe just one drink,” I said. Daniela grinned and turned up the music. Fifteen minutes and three shots later I’d dropped my towel and was dancing with the girls and telling them how much I loved them, while they drunkenly swore to sabotage the efforts of any girl who tried to talk to my man.

I want to make more memories with you. Like kisses in a thunderstorm, frosting in your hair, sequins on Oscar night, pepperoni pizza with jalapeños, sitting on the floor watching movies with a dog asleep at our feet, and kids giggling in their bedrooms’ type of memories with you. You’re it for me, Saylor. Always have been. Always will be. “I

People who eat pineapple on pizza deserve to be alone.

It was a meal that we shall never forget; more accurately, it was several meals that we shall never forget, because it went beyond the gastronomic frontiers of anything we had ever experienced, both in quantity and length. It started with homemade pizza - not one, but three: anchovy, mushroom, and cheese, and it was obligatory to have a slice of each. Plates were then wiped with pieces torn from the two-foot loaves in the middle of the table, and the next course came out. There were pates of rabbit, boar, and thrush. There was a chunky, pork-based terrine laced with marc. There were saucissons spotted with peppercorns. There were tiny sweet onions marinated in a fresh tomato sauce. Plates were wiped once more and duck was brought in... We had entire breasts, entire legs, covered in a dark, savory gravy and surrounded by wild mushrooms. We sat back, thankful that we had been able to finish, and watched with something close to panic as plates were wiped yet again and a huge, steaming casserole was placed on the table. This was the specialty of Madame our hostess - a rabbit civet of the richest, deepest brown - and our feeble requests for small portions were smilingly ignored. We ate it. We ate the green salad with knuckles of bread fried in garlic and olive oil, we ate the plump round crottins of goat's cheese, we ate the almond and cream gateau that the daughter of the house had prepared. That night, we ate for England.

No pineapple on pizza, ever.” “Agreed!” Mason said, laughing. “Pineapple on pizza is an abomination. It should be illegal.

HOLY CHEESELESS PIZZA!

I’ve been thinking lately of our pizza nights. Dough from scratch, sauce from scratch, cheese from…well, from the store. Not goin’ that far. I loved the making of bread, the dough for the crust. Flour and water in your hands, first separate and then merging into a silky whole. The yeast and gluten making it a living thing. It moves when you poke it. It breathes into your hands. Our hands covered in flour, we open a bottle of wine, and we eat the pizza we made, and…we just watch whatever’s on TV and fall asleep in a wine and bread coma. I think love is cooking together. I think it’s making something with each other, that’s what I think, Alice. I don’t know what you think. Turns out that I didn’t know what you were thinking at all.

We were up the whole night just talking, walking the city. You can walk those blocks forever, take a break on the edge of the fountain, eat pizza and snow cones, awed by the human carnival all around you.

And I’m not sure why I wasted all that time and energy, because when I think about family—that thing I’d always longed for—it’s never been a Norman Rockwell painting that I picture. It’s me and Mom, on the couch, eating microwaved corn dogs while Dial M for Murder plays on TV. It’s running out from the library at night to her car, a greasy box of Little Caesars pizza in the passenger seat, her joking, I thought we’d do Italian. It’s being pulled away from watching the frost melt on the living room window to make stovetop hot cocoa from a packet, and that last tight hug at the end of the airport security line, and packing up cardboard boxes, knowing I’ll always have what I need, no matter how much I leave behind.

We’d been to Boomer and Paula’s apartment once for Friday-night pizza. Their downstairs was an obstacle course of hanging plants in Velveeta-colored macramé holders that Paula had woven. Decoupaged greeting cards and studio portraits of Ashley covered the walls. Back at our place that evening, I had turned their home—their life—into a cartoon for Dante’s entertainment, had even gotten out of bed to imitate Paula’s walk. “Jut Butt,” I nicknamed her. Dante laughed so hard, he couldn’t breathe. Then he fell asleep while I sat up in bed, horrified at how vicious I could be toward a woman who’d just fed us.

They say addiction might be linked to bipolar disorder. It’s the chemicals in our brains, they say. I got the wrong chemicals, Ma. Or rather, I don’t get enough of one or the other. They have a pill for it. They have an industry. They make millions. Did you know people get rich off of sadness? I want to meet the millionaire of American sadness. I want to look him in the eye, shake his hand, and say, “It’s been an honor to serve my country.” The thing is, I don’t want my sadness to be othered from me just as I don’t want my happiness to be othered. They’re both mine. I made them, dammit. What if the elation I feel is not another “bipolar episode” but something I fought hard for? Maybe I jump up and down and kiss you too hard on the neck when I learn, upon coming home, that it’s pizza night because sometimes pizza night is more than enough, is my most faithful and feeble beacon. What if I’m running outside because the moon tonight is children’s-book huge and ridiculous over the line of pines, the sight of it a strange sphere of medicine? It’s like when all you’ve been seeing before you is a cliff and then this bright bridge appears out of nowhere, and you run fast across it knowing, sooner or later, there’ll be yet another cliff on the other side. What if my sadness is actually my most brutal teacher? And the lesson is always this: You don’t have to be like the buffaloes. You can stop. There was a war, the man on TV said, but it’s “lowered” now. Yay, I think, swallowing my pills.

dishes piled in the sink, books littering the coffee table— are harder than others. Today, my head is packed with cockroaches, dizziness, and everywhere it hurts. Venom in the jaw, behind the eyes, between the blades. Still, the dog is snoring on my right, the cat, on my left. Outside, all those redbuds are just getting good. I tell a friend, The body is so body. And she nods. I used to like the darkest stories, the bleak snippets someone would toss out about just how bad it could get. My stepfather told me a story about when he lived on the streets as a kid, how hed, some nights, sleep under the grill at a fast food restaurant until both he and his buddy got fired. I used to like that story for some reason, something in me that believed in overcoming. But right now all I want is a story about human kindness, the way once, when I couldn’t stop crying because I was fifteen and heartbroken, he came in and made me eat a small pizza he’d cut up into tiny bites until the tears stopped. Maybe I was just hungry, I said. And he nodded, holding out the last piece.

Uh, hello? Hello, hello! Uh, this is just to inform all employees, that due to current restrictions, the previously mentioned safe rooms, are being sealed at most locations. Including this one. Work crews will be here most of the day today, constructing a false wall over the old door bay. Nothing is being taken out before hand, so if you left anything inside, then it's your own fault. Management also requests, that this room not be mentioned to family, friends or insurance representatives. Thanks again, and remember to smile. You are the face of Freddy Fazbear's Pizza.

Did you have any trouble with Olivia?" she asked.... "Not at all. We had pizza and beer every night and stayed up until midnight watching mixed martial arts in your bedroom. She can really hold her liquor." He slid a sideways glance at Cass, taking his eyes off the road for a fraction of a second. "Yet another way in which she takes after her mother.

The thing is, I don’t want my sadness to be othered from me just as I don’t want my happiness to be othered. They’re both mine. I made them, dammit. What if the elation is not another ‘bipolar episode’ but something I fought hard for? Maybe I jump up and down and kiss you too hard on the neck when I learn, upon coming home, that it’s pizza night because sometimes pizza night is more than enough, is my most faithful and feeble beacon. What if I’m running outside because the moon tonight is children’s-book huge and ridiculous over the line of pines, the sight of it a strange sphere of medicine? ...What if my sadness is actually my most brutal teacher? And the lesson is always this: You don’t have to be like the buffaloes. You can stop.

Our twenties are glazed in a raging insatiability. No matter how much we do, there is more to be done. More to see, more to experience, more to destruct. These years exude the rawness of life and the imperfection of youth. It’s walking around the kitchen naked with pizza at 3 a.m. It’s drunken life chats in bathroom stalls and falling in love. It’s days that feel like we have it all together and nights when it comes undone. These moments are half forgotten, lost in a blur of fury, of adventure and confusion, of black coffee and red wine. A restless restlessness like nothing we’ve known or will ever know again.

It starts before you can remember: you learn, as surely as you learn to walk and talk, the rules for being a girl... Put a little color on your face. Shave your legs. Don’t wear too much makeup. Don’t wear short skirts. Don’t distract the boys by wearing bodysuits or spaghetti straps or knee socks. Don’t distract the boys by having a body. Don’t distract the boys. Don’t be one of those girls who can’t eat pizza. You’re getting the milk shake too? Whoa. Have you gained weight? Don’t get so skinny your curves disappear. Don’t get so curvy you aren’t skinny. Don’t take up too much space. It’s just about your health. Be funny, but don’t hog the spotlight. Be smart, but you have a lot to learn. Don’t be a doormat, but God, don’t be bossy. Be chill. Be easygoing. Act like one of the guys. Don’t actually act like one of the guys. Be a feminist. Support the sisterhood. Wait, are you, like, gay? Maybe kiss a girl if he’s watching though—that’s hot. Put on a show. Don’t even think about putting on a show, that’s nasty. Don’t be easy. Don’t give it up. Don’t be a prude. Don’t be cold. Don’t put him in the friend zone. Don’t act desperate. Don’t let things go too far. Don’t give him the wrong idea. Don’t blame him for trying. Don’t walk alone at night. But calm down! Don’t worry so much. Smile! Remember, girl: It’s the best time in the history of the world to be you. You can do anything! You can do everything! You can be whatever you want to be! Just as long as you follow the rules.

The thing is, I don’t want my sadness to be othered from me just as I don’t want my happiness to be othered. They’re both mine. I made them, dammit. What if the elation is not another ‘bipolar episode’ but something I fought hard for? Maybe I jump up and down and kiss you too hard on the neck when I learn, upon coming home, that it’s pizza night because sometimes pizza night is more than enough, is my most faithful and feeble beacon. What if I’m running outside because the moon tonight is children’s-book huge and ridiculous over the line of pines, the sight of it a strange sphere of medicine?

Across from me at the kitchen table, my mother smiles over red wine that she drinks out of a measuring glass. She says she doesn’t deprive herself, but I’ve learned to find nuance in every movement of her fork. In every crinkle in her brow as she offers me the uneaten pieces on her plate. I’ve realized she only eats dinner when I suggest it. I wonder what she does when I’m not there to do so. Maybe this is why my house feels bigger each time I return; it’s proportional. As she shrinks the space around her seems increasingly vast. She wanes while my father waxes. His stomach has grown round with wine, late nights, oysters, poetry. A new girlfriend who was overweight as a teenager, but my dad reports that now she’s “crazy about fruit." It was the same with his parents; as my grandmother became frail and angular her husband swelled to red round cheeks, rotund stomach and I wonder if my lineage is one of women shrinking making space for the entrance of men into their lives not knowing how to fill it back up once they leave. I have been taught accommodation. My brother never thinks before he speaks. I have been taught to filter. “How can anyone have a relationship to food?" He asks, laughing, as I eat the black bean soup I chose for its lack of carbs. I want to tell say: we come from difference, Jonas, you have been taught to grow out I have been taught to grow in you learned from our father how to emit, how to produce, to roll each thought off your tongue with confidence, you used to lose your voice every other week from shouting so much I learned to absorb I took lessons from our mother in creating space around myself I learned to read the knots in her forehead while the guys went out for oysters and I never meant to replicate her, but spend enough time sitting across from someone and you pick up their habits that’s why women in my family have been shrinking for decades. We all learned it from each other, the way each generation taught the next how to knit weaving silence in between the threads which I can still feel as I walk through this ever-growing house, skin itching, picking up all the habits my mother has unwittingly dropped like bits of crumpled paper from her pocket on her countless trips from bedroom to kitchen to bedroom again, Nights I hear her creep down to eat plain yogurt in the dark, a fugitive stealing calories to which she does not feel entitled. Deciding how many bites is too many How much space she deserves to occupy. Watching the struggle I either mimic or hate her, And I don’t want to do either anymore but the burden of this house has followed me across the country I asked five questions in genetics class today and all of them started with the word “sorry". I don’t know the requirements for the sociology major because I spent the entire meeting deciding whether or not I could have another piece of pizza a circular obsession I never wanted but inheritance is accidental still staring at me with wine-stained lips from across the kitchen table.

They say addiction might be linked to bipolar disorder. It’s the chemicals in our brains, they say. I got the wrong chemicals, Ma. Or rather, I don’t get enough of one or the other. They have a pill for it. They have an industry. They make millions. Did you know people get rich off of sadness? I want to meet the millionaire of American sadness. I want to look him in the eye, shake his hand, and say, “It’s been an honor to serve my country.” The thing is, I don’t want my sadness to be othered from me just as I don’t want my happiness to be othered. They’re both mine. I made them, dammit. What if the elation I feel is not another “bipolar episode” but something I fought hard for? Maybe I jump up and down and kiss you too hard on the neck when I learn, upon coming home, that it’s pizza night because sometimes pizza night is more than enough, is my most faithful and feeble beacon. What if I’m running outside because the moon tonight is children’sbook huge and ridiculous over the line of pines, the sight of it a strange sphere of medicine? It’s like when all you’ve been seeing before you is a cliff and then this bright bridge appears out of nowhere, and you run fast across it knowing, sooner or later, there’ll be yet another cliff on the other side. What if my sadness is actually my most brutal teacher? And the lesson is always this: You don’t have to be like the buffaloes.

I lied often. It was just simpler that way. As a little kid, I remember being told repeatedly that lying was bad, lying never fixed anything, Abraham Lincoln freed the slaves and never lied. But no one ever told me how wonderful and easy it was to lie, how many conversations it would save me from and the stares it would avert—“Yeah, I’m fine!” “What? No, I’m not mad!” “Don’t worry, it’s okay!”—and did Abraham Lincoln really never, ever lie? In bed at night during the Civil War, did he toss and turn and soak his sheets with sweat and eventually wake Mary Todd to tell her, “Hold me, I’m scared, I think I fucked up,” or did he lie awake and sweat quietly, working his hardest to remain still, to keep his mouth shut, to let Mary Todd sleep soundly and unaware?

This wasn't sadness--there were no feelings of desperation or disaster, nothing like depression with its one slowed-down realization of having been badly and untraceably misunderstood--but rather a plain, artless form of loneliness; something uninteresting, factual, and teachable, perhaps, to children or adults, with flashcards of household items (toothbrush, pillow), coloring books of fleeting, unaccompanied things (hailstones that melt midair; puddles formed and unseen and gone; illusions of friends in the periphery), and a few real-world assignments (post-nap trip to the pet store in the early, breezy evening; Halloween night asleep on the sofa; Saturday night dinner in the parking lot, looking through the windshield at the pizza buffet restaurant you just got take-out from).

Do you really think my feet smell?” I don’t. I love the way he smells after a lacrosse game--like sweat and grass and him. But I love to tease, to see that unsure look cross his face for just half a beat. “Well, I mean, on game days…” I say. Then Peter attacks me again, and we’re wrestling around, laughing, when Kitty walks in, balancing a tray with a cheese sandwich and a glass of orange juice. “Take it upstairs,” she says, sitting down on the floor. “This is a public area.” Disentangling myself, I give her a glare. “We aren’t doing anything private, Katherine.” “Your sister says my feet stink,” Peter says, pointing his foot in her direction. “She’s lying, isn’t she?” She deflects it with a pop of her elbow. “I’m not smelling your foot.” She shudders. “You guys are kinky.” I yelp and throw a pillow at her. She gasps. “You’re lucky you didn’t knock over my juice! Daddy will kill you if you mess up the rug again.” Pointedly she says, “Remember the nail-polish-remover incident?” Peter ruffles my hair. “Clumsy Lara Jean.” I shove him away from me. “I’m not clumsy. You’re the one who tripped over his own feet trying to get to the pizza the other night at Gabe’s.” Kitty bursts into giggles and Peter throws a pillow at her. “You guys need to stop ganging up on me!” he yells.

To my complete and utter surprise, the writing on his door is gone. Vanished. “What happened?” I ask. It takes him a second before he realizes what I’m asking. “I washed it off,” he explains. “You what?” “I wasn’t going to, but I didn’t want the super to give me a hard time. Plus, I thought it might freak out some of my neighbors. You have to admit, death threats on doors can be pretty offensive, generally speaking. Not to mention the sheer fact that it made me look like a total asshole—like some old girlfriend was trying to get even.” “Did you take pictures at least?” “Actually, no.” He cringes. “That probably would’ve been a good idea.” “But Tray saw the writing, right?” “Um . . .” He nibbles his lip, clearly reading my angst. “You told me he was with you last night. You said you called him.” “I tried, but he didn’t pick up, and I didn’t want you to worry.” “So, you lied?” I snap. “I didn’t want you to worry,” he repeats. “Please, don’t be upset.” “How can I not be? We’re talking about your life here. You can’t go erasing evidence off your door. And you can’t be lying to me, either. How am I supposed to help you if you don’t tell me the truth?” “Why are you helping me?” he asks, taking a step closer. “I mean, I’m grateful and all, and you know I love spending time with you, be it death-threat missions or pizza and a movie. It’s just . . . what do you get out of it? What’s this sudden interest in my life?” My mouth drops open, but I manage a shrug, almost forgetting the fact that he knows nothing about my premonitions.

Okay,” I said. “Okay, I’ll watch these kids. I’ll be their . . . what did you call it?” “Governess,” she said, delighted. “Yeah, I’ll be that.” “I promise you that I will never forget this. Never.” “I’d better get home,” I said. “Is Carl gone? Can somebody drive me to the bus station?” “No,” Madison said, shaking her head, standing up. “You aren’t going home tonight. You’re staying here. You’ll spend the night. In fact, you don’t have to go home if you don’t want to. We’re buying you everything you need. All new clothes! The best computer. Whatever you want.” “Okay,” I said, so tired all of a sudden. “What do you want for dinner tonight? Our cook can make anything.” “I don’t know,” I said. “Maybe pizza or something like that.” “We have a pizza oven!” she said. “The best pizza you’ve ever had.” We stared at each other. It was three in the afternoon. What did we do until dinner? “Is Timothy still napping?” I asked, trying to break the awkwardness. “Oh, yeah, I’d better go check on him. Do you want a drink or anything?” “Maybe I can take a nap?” I asked. I barely took note of how huge the house was now that I was able to move through it. We went up a spiral staircase, like in some big-budget musical. Madison was telling me some nonsense about how during the Civil War they took horses up these stairs and hid them in the attic from the Union army. It’s possible I imagined this, some kind of fever dream in the aftermath of making a life-altering decision.

Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company   1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.   2. Make WOW a verb that is part of your company’s everyday vocabulary.   3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.   4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.   5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.   6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.   7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.   8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.   9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.

Motor-scooter riders with big beards and girl friends who bounce on the back of the scooters and wear their hair long in front of their faces as well as behind, drunks who follow the advice of the Hat Council and are always turned out in hats, but not hats the Council would approve. Mr. Lacey, the locksmith,, shups up his shop for a while and goes to exchange time of day with Mr. Slube at the cigar store. Mr. Koochagian, the tailor, waters luxuriant jungle of plants in his window, gives them a critical look from the outside, accepts compliments on them from two passers-by, fingers the leaves on the plane tree in front of our house with a thoughtful gardener's appraisal, and crosses the street for a bite at the Ideal where he can keep an eye on customers and wigwag across the message that he is coming. The baby carriages come out, and clusters of everyone from toddlers with dolls to teenagers with homework gather at the stoops. When I get home from work, the ballet is reaching its cresendo. This is the time roller skates and stilts and tricycles and games in the lee of the stoop with bottletops and plastic cowboys, this is the time of bundles and packages, zigzagging from the drug store to the fruit stand and back over to the butcher's; this is the time when teenagers, all dressed up, are pausing to ask if their slips shows or their collars look right; this is the time when beautiful girls get out of MG's; this is the time when the fire engines go through; this is the time when anybody you know on Hudson street will go by. As the darkness thickens and Mr. Halpert moors the laundry cart to the cellar door again, the ballet goes under lights, eddying back nad forth but intensifying at the bright spotlight pools of Joe's sidewalk pizza, the bars, the delicatessen, the restaurant and the drug store. The night workers stop now at the delicatessen, to pick up salami and a container of milk. Things have settled down for the evening but the street and its ballet have not come to a stop. I know the deep night ballet and its seasons best from waking long after midnight to tend a baby and, sitting in the dark, seeing the shadows and hearing sounds of the sidewalk. Mostly it is a sound like infinitely patterning snatches of party conversation, and, about three in the morning, singing, very good singing. Sometimes their is a sharpness and anger or sad, sad weeping, or a flurry of search for a string of beads broken. One night a young man came roaring along, bellowing terrible language at two girls whom he had apparently picked up and who were disappointing him. Doors opened, a wary semicircle formed around him, not too close, until police came. Out came the heads, too, along the Hudsons street, offering opinion, "Drunk...Crazy...A wild kid from the suburbs" Deep in the night, I am almost unaware of how many people are on the street unless someone calls the together. Like the bagpipe. Who the piper is and why he favored our street I have no idea.