'Delivery in 30mins or get your money back'-what a lovely thought to cuddle in customer delight. The perfect recipe for gourmet TQM…
We all love our sumptuous, juicy and cheesy pizzas hot... don’t we??? Even I was one of those pizza lovers who cared little about ‘WHO’ delivered but what was delivered. It was those pre puja bashes at home with family when hunger struck for a nice pizza. Added to that was the discount coupon in hand which prompted a quick order. Nearby was the Domino’s pizza outlet so a swipe of credit gave way to an order of 2 medium sized pizzas. Another thing that added a dash of specialness to the occasion was that it was a nice Sunday treat by me to my parents.
Enter any good pizza outlet and you are bound to be delighted by the ambience and the customer dealings. But that Sunday it was a heavy rush, probably everybody was troubled with pangs of pizza hunger. I did get a queer feeling that ‘something might go wrong today’… first it started with some swiping problem with the credit card and the story continued. The memo showed a kitchen time of 9pm and a delivery time of 9.30pm. Back home excitement about pizzas was slowly mounting. Little tit bits about other pizza experiences were on. Clock ticked 9pm and in my minds eye I could visualize the pizza going into the oven and topped with hot melted mozzarella; 9.15pm- almost done and getting packed to come home. Clock crossed 9.30pm… 9.50pm… was getting elated because might just get the money back as promised ;) Bell rang and the delivery boy with a smile delivered one cold pizza. When asked about the other pizza, the delivery boy remained amazed as if I was speaking Greek. He quickly called up and realized the other order was not given to him by the outlet. I was angry with hunger and had a hot talk with him. He promised a quick delivery within 15 mins for the remaining order. It was 10.30pm when finally the 2nd pizza entered. I was furious as the whole spirit of the little party had got diluted with the long waiting time.
The anger suddenly vanished when a shocking fact came up from the delivery boy’s mouth about the pain they go through while delivering. He quickly showed all bruises and scratches on his hands and legs. Also realized he had a crepe bandage wrapped around his hand… and all this thanks to the 30 mins delivery concept. All the anger suddenly diluted and the humane side of me emerged. I did curse myself a little for being insensitive.
These wonderful people called the ‘Delivery boys’ suffer so much pain with old second hand bikes, falling on roads, meeting with accidents just to deliver little SMILES for us, so that we don’t miss out on the ecstasy of having a melting hot pizza. Their grievances need to heard and acted upon because they are a wonderful part of the value chain. Are we lending them ears!!! Let’s create a promise which we can deliver with ease bringing in customer delight and employee satisfaction.
Next day 2 melting hot pizzas, the similar order that was placed day before, was delivered on time, free of cost… and yes with a smile. I was delighted and spellbound with the customer satisfaction. A CSAT score from my side for Domino’s Pizza. Indeed spreading ‘
