Don’t boldly guarantee a 30 minutes delivery time, if you can’t meet it. If you think you can, but you can’t, you lose.
Domino’s rejected my order
It was one of those nights that I feel like calling for pizza delivery. Domino’s is my family’s usual choice, and so far, they did not dissapoint us. Unfortunately, Domino’s is too busy for me, but at least, they rather losing one business, than losing one customer. This, I applaud them.
I have not supported Pizza Hut for quite a long while. On this rare occassion I did, they fell short on delivery. From the many complaints on Pizza Hut Malaysia Facebook here, obviously it is an empty promise.
Pizza Hut, unlike Domino’s, accepted my order, with their 30 minutes delivery guarantee. Not only that my pizza was delivered 25 minutes late, their system was clocked in as (order) completed before I receive my pizza.
I would like to know how does their tracking system works? Who was the one who marked my order as completed? Even if it’s all a computerized system, there has to be a trigger somewhere, but who or what?
Order time: 06:55 pm
Guaranteed delivery time: 07:25 pm
At 07:30 pm, the delivery staff contacted me to confirm my address, and to ask for direction.
At 07:43 pm, web tracker showed order completed, but …
actual delivery time: 07:50 pm
When the delivery staff arrived, he looked pretty harassed, and muttered “sorry late” … He made sure that he got my order right, before handing over my food.
I didn’t want to kill the
messenger delivery boy. I wasn’t hungry, so it was alright for me … I even gave the poor guy a tip. It’s not his fault; he happens to be working with a company that over promises, but under delivers. Harsh, but reading the complaints on Pizza Hut FB page, there are really lots of complaints out there.
My pizza was not fresh and hot anymore; it’s cold. but not that cold.
And do they know how to cut pizza? Did I just order a pizza from KFC, or Pizza Hut?
What irks me is not so much of the failure to deliver within 30 minutes. I expected it to be late, anyway …. yeah, I do. Don’t you? If they were late by 25 minutes, then it’s 25 minutes; NOT 20, NOT 15.
Admit they screw up, apologize, and identify areas for improvement. Not sweeping it under the carpet, and twisting the fact, no?
I decided to give them a chance to know about my experience, by filling out their online consumer survey. And they are paying me RM 2 in the form of a HS (whatever that is, or a pan pizza). Oh yeah, and I need to spend, before they give me my RM2 worth of HS or a pan pizza. Nice one, duh!
A focus group would costs them so much more. This blog post, is giving them the consumer journey and insights of a disgruntled consumer, foc, no pizza is required.
A 10-minute long survey, and they are rewarding those who bother with a “1 per HS/Pan Pizza @ RM 2 (Fam Fav)” .. with any purchase on your next visit, valid for 30 days from receipt date.
No free pizza, and you need to support them again, which I am obviously not going to do that. Anyone want that?
Reaching out to Pizza Hut, I did that, giving them the benefit of the doubt. They asked would I like someone to contact me. Yeah, why not? Call me, humor me .. I shall wait .. and wait …… and wait. Three days after the survey, still no one calls.
But honestly, as (busy) consumers, who will fill up such survey? Why bother, when there are other options out there?
Am I fussy? I rather think that I am not. I am used to substandard service .. and I have grown to accept and tolerate it. And going through the same substandard service, over and over again. But I don’t usually whine and complain behind the scene, like the general population. All talk, no action; solve no problem. And that’s the heart of the problem in this country.