Joseph Ciollo is CEO of Grimaldi’s Pizzeria, which has seven Arizona locations, more than 30 across the country, and close to 2,500 employees.
Az Business: What was your first job?
Joseph Ciollo: For approximately five years — from ages 13 to 18 — I had a paper route that was about three miles from my house. I lived in New York and had to ride my bicycle even in the winter. I had to collect money on a weekly basis and even assemble the thick Sunday newspapers. At first, I think I had 100 houses until I picked up a second route that was a little closer to my house. Then, I had about 250 houses. When I turned 18, I gave the route to my brother, but he got rid of it within three months.
Az Business: What lesson did you learn from that first job?
Joseph Ciollo: Keep good records. Some people only wanted Sunday deliveries, so I had to keep track of the different accounts. Sometimes I would let the account balances add up too long and had to handle collection of dues. I also had to realize that people depended on me. This was before the Internet — before any other digital means of communication to stay up on the news. Beside TV, I was responsible for getting people the information they needed on time. A lot of other delivery people would just throw the papers anywhere, but I always made sure that the papers didn’t wind up in a gutter or some place where they would be damaged. I always made sure that I knew the weather so I could plan accordingly. All these things really taught me that the customer comes first as long as it is within reason. I still to this day do my best to accommodate all my customers.
Az Business: What was your first job in your current industry?
Joseph Ciollo: I worked for one company that had restaurants around the country. For about two years, they had me doing everything from cooking to waiting tables to to bartending. Then I got into management and marketing. The owner of those restaurants ended up selling several locations to my father and me and we owned them for 18 years. I ran them for the first seven years, then my sister came and took them over for me.
Az Business: Do you remember your salaries from those first jobs?
Joseph Ciollo: In 1980, I was making $75 per month for the route, plus $50 in tips. In 1993, as a full-time (working 70-80 hours per week) manager at the restaurants, I was making $500 per week.
Az Business: What qualities have allowed you to become successful in the ultra-competitive dining industry?
Joseph Ciollo: I definitely have a Type A personality and I’m very people oriented. I really enjoy talking to people. That’s one thing I really miss. Now, I feel like I’m up in the castle of my corporate world and away from the stores. So when I do have the opportunity to go to the stores, I like to get face to face with our customers. I also bring that personality to the table when dealing with my employees. I spread the love and they see that. Then, that attitudes gets passed around. It’s almost like I am in every restaurant because my employees represent who I am and what I’m all about.
Az Business: What’s the key to surviving in Arizona’s dining industry?
Joseph Ciollo: Consistency. Quality. Offering the best service. A lot of restaurants come out of the gate really strong, but then they start losing that edge. I think it is important to realize that our customers are spending their hard-earned money and they want consistency. They want to know that when they go some place, they will get the same quality and service every time they dine with us. Solid structure, procedures and systems ensure the consistent quality of our products and service.
