L'Industrie Pizzeria in New York City expanded rapidly since its founding in 2017, employing about 80 staff due to increased demand during the pandemic. The co-owners, Massimo Laveglia and Nick Baglivo, focus on managing customer wait times while maintaining pizza quality. They face space limitations due to their oven capacity and local electricity constraints which restrict additional equipment. To handle the influx of customers efficiently, they utilize a combination of stationary and handheld point-of-sale systems, engaging actively with patrons to enhance the service experience.
Laveglia: As much as people think that we love it, we hate lines. We're trying to be as fast as we can. The problem is the capacity we have in the oven: We can only make eight pies at a time.
Baglivo: We can't even get another oven because we're low on electricity. We try not to think about the line too much. We're saying the quality of the pizza's got to be good.
Baglivo: We have a great staff, a very charismatic staff. We hand out menus, we go down the line, we answer questions, we interact with the customers.
We try to maintain order and efficiency while ensuring customers receive an acceptable piece of pizza, balancing speed and quality.
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