Food delivery… a serious opportunity for those willing to improve
- Posted by Laura on March 8th, 2007 filed in Food and beverage, Services
Opportunity: Increase customer satisfaction through better delivery services
We’ve celebrated women’s day with some Indian food delivered at the office. Given the reputation of the restaurant and the quality of the food, the home delivery service was surprisingly far from meeting our very basic expectations: on time delivery and appropriate labeling of the food (this is Indian food afterall and not so easy to tell your Daal Makhani from your Daal Tarka).
The food arrived 30 minutes over the promised delivery time, in 14 identical containers, and improperly packaged with most spilling over into the bag creating a mess before we even started eating. The website was decent but, after clicking on all of the desired items and putting them into our virtual “shopping cart”, there was no way to complete our order so we ended up having to call the restaurant to order.
It is not a unique case… Cristian Manafu also wrote about his catering misadventures. It is such a pity that these things still happen in our country. Romanian “take out” restaurants should become more aware of the significance of service quality and take the example of some European or US companies who have transformed the satisfaction and loyalty of their clients into a competitive advantage. Dominos Pizza in the U.S. has an online ordering system and their pizzas arrive in mini-fortress type boxes designed to keep them happy, healthy, and hot-from-the-oven. Many restaurants even have “30 minutes or you don’t pay” policies; critical when you have online a short time frame for lunch and helpful in reducing hungry co-workers such as Anca asking…”when will the food arrive”, “where is the delivery guy”, “is he here yet”, “they said one hour…it is more than one hour”, “has the food arrived”, “should we call them again”, (repeat each question three times and you will get the idea).
People will pay a premium for reliable service and… call you first if they know you will delivery. Profits will follow.
Written by Laura
March 9th, 2007 at 5:44 pm
Standing there and watching the delivery guy as he opened each of the 14 containers was a comedy show - he would say: “This is probably butter chicken or chicken tikka masala or…. ” and by the time he opened all the containers (spilling some of them on our reception desk!) we were even more confused than at first.
June 21st, 2010 at 7:30 pm
when i get lazy cooking, i just order from food delivery services..:;
July 20th, 2010 at 3:54 am
i am a regular customer of food delivery services and i find them very convenient`.:
August 18th, 2010 at 8:20 pm
we have reception desks with pretty ladies on our office, it helps in giving your company a good PR-:,
November 9th, 2010 at 9:23 pm
the reception desk of any office should also have some decoration to make it look much better ::
December 13th, 2010 at 8:36 am
food deliveries are very convienient that is why me mostly order our lunch from several food delivery services here in NY -~;
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