Angry about not getting tipped for a pizza delivery, a Domino’s driver in Fulton, Missouri, allegedly struck a customer with his vehicle, according to police. It’s a textbook case of an emotionally charged moment handled poorly by an employee—and the need for pizzeria operators to screen job candidates carefully.
As Fox News reports, Zachary Nicholus Walton was arrested on April 29 and charged with multiple felonies, including first-degree assault, armed criminal action, and leaving the scene of an accident.
A witness told police that Walton grew irate when the customer didn’t tip him. Surveillance video captured the incident, reportedly showing Walton initiating the confrontation. He allegedly shouted profanities and called both the victim and the witness “f—ing rude.” Before returning to his vehicle, he challenged them: “What are you going to do, b—–? Come get me.”
Once back in his vehicle, police say the delivery man took things further. As the customer was still in his driveway, Walton allegedly gunned his vehicle forward and struck him, forcing him to climb onto another car to avoid further injury.
At that point, Walton sped away. He was later apprehended at a local Domino’s store, where he admitted to driving toward the victim but said his purpose was only to “scare him.”
According to Fox News, Walton has a criminal record and served prison time on a prior conviction for domestic assault and false imprisonment.
Delivery drivers deal with myriad frustrating challenges—traffic jams, rude customers, bad tippers, you name it. But they’re representing your brand when they’re out on the street and in customers’ homes, and emotional self-control matters as much as driving ability.
Some pointers for preventing incidents like this one:
1. Ask careful questions during the job interview. Don’t just ask about their experience or availability. Other, more probing questions should include:
- Tell me about a time when you had to deal with a difficult customer. How did you handle the situation?
- How would you react if a customer insulted you or didn’t give you a tip?
- How do you handle stress when you’re having a rough day with multiple deliveries and things going wrong?
2. Implement a zero-confrontation policy. Make it clear to drivers that they should never argue with customers over tips, complaints or delays. And if the situation escalates, they should just leave and contact their manager.
3. Don’t forget background checks. Never skip this part of the hiring process. At the same time, recognize that background checks aren’t foolproof. If you do hire someone with a criminal background—and many people deserve second chances—just know the risks involved and be prepared for any problems that might arise.
4. Look for early warning sings. Train your managers to take note of employees who tend to explode over minor problems, argue frequently with their co-workers or exhibit road-rage tendencies. They might not belong in customer-facing roles.
5. Take a closer look at your pay structure. If your drivers rely heavily on tips, it can lead to stress and resentment, especially when business is slow. Consider experimenting with higher hourly wages, delivery fees or other ways to boost compensation—and reduce conflict and turnover.
