We love frufru!
- Posted by Sara on May 15th, 2007 filed in Food and beverage
Opportunity: Create a seamless first impression!
I saw a frufru.ro motorcycle delivering fresh pasta close to our office. This was a surprise, since I thought they didn’t deliver in our area (I remember checking back in March, when Manafu wrote about them). So for lunch I ordered penne pomodoro and a smoothie.
- The girl who takes my order asks “What time do you want your order to come?” Nice, now I know that I can order stuff in the morning, instead of waiting until I’m really hungry. But I was famished at the time, so I asked for the soonest possible delivery - 40-45 minutes, I was told.
- Five minutes later, the delivery guy is here. I go downstairs, stare at him speechless… give a nice tip but he won’t tell me his ’secret’.
- The bag is so nice and bright, the packaging so interesting, that as soon as I walk back into the office all of my colleagues gather around to admire it all - right down to the funny wooden fork and the sliced carrot with “Tocma ce l-am taiat” (”We just sliced it”) written on the bag.
- As I finish my lunch and open the smoothie… it tastes so fresh that I have to share with a couple of colleagues. They’re impressed, they’ve never had anything so good.
Result? The next day, we all order from frufru.ro. Again, the order comes in much less than the estimated time. We find out the secret - it seems they’re actually very close to our office! The catch: this time, they forget to place forks in our bags. None of us minds, however, because the first time they exceeded our expectations so much - we’re more than willing to push a mistake under the carpet.
These people understand that they’ve got to win our goodwill first… after which we’ll understand if they have growing pains. Most businesses only strive to (re)gain your goodwill only after you complain loud enough. We wish frufru all the best!
Written by Sara
May 15th, 2007 at 9:07 pm
Did they mark which food was in which container? I remember that was the problem with the Indian food.
May 16th, 2007 at 3:26 pm
Yep! They have a list of all the types of sauces and pasta, and check in which pasta / sauce combination is in each container. Better than trying to understand somebody’s hurried handwriting.
May 24th, 2007 at 9:42 pm
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