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Having ordered a diner, I was provided with wrong food which was delivered for too long time. Having made an order, I was promised that an order is going to be delivered within a short period of time which comprised about one hour. My order was delivered within two hours and when I opened it, I saw that it was totally wrong.
Having called to the Grub Hub restaurant, I was told that a courier was a new employee who does not have experience. The restaurant promised to solve the problem within the shortest period of time, but I was too hungry to wait for a new order, therefore, I agreed to eat what I was brought. In 30 minutes Grub Hub delivered a dessert to my house which had to be an apology for a wrong delivered order.
I suppose that hiring a new employee, the company should teach him/her the specifics of the service. Moreover, the company should be responsible for their employees and the check of the service quality. The dessert as apology was a good step, however, this is not the way out. The company cannot make such mistakes, deliver the orders too late and try to cover a failure using another order which I did not order. I am not allowed to eat sweets, that is why their delivered spoiled my mood up to the end.
The market of fast food is too varied and the competition is high as well. To remain successfully developing companies, such failures cannot be made. It is important to serve the customers fast and quality.
The variety of offers at the food market allows the customers to choose the services, therefore, one failure may lead to the refusal of many people from the service as I am going to tell my friends about the accident and I think that some of them will refuse using this service being too demanding. As for me, I will give this service one more chance. The company is responsible for its failures and tries to improve negative experience by means of responsiveness and an attempt to create a positive impression.
Future Action Steps by Management
The manager of the company should create the teaching hours for those who make failures and make the newcomers to listen to the lectures of the experienced couriers. Moreover, a day with an experienced employee will give practical experience for those who are new in the service.
The company should not refuse from the services of inexperienced couriers, they should just spend more time on their teaching. To make sure that each employee is highly motivated, the manager should create a system of motivation and encouraging. I offer to create a feedback link on the site to give the customers an opportunity to express their point of view about couriers.
Those couriers who get many positive feedbacks should be offered a financial support at the end of the month. The fines for those who have many negative feedbacks should also be. Therefore, the employees will be financially motivated and the service delivery may be improved.
Key Services Marketing Concepts
Failure, responsibility, quality, fast delivery, experience, development, high competition, responsiveness, timeline