Comment on Food Delivery Apps: Last Week Tonight with John Oliver (HBO)
TheKMAP@lemmynsfw.com 2 months agoAnd what did the “customers” say after you told em it’s a DoorDash problem? (I argue your customer is DoorDash since they ordered the food, but I recognize that user might mistakenly rate your restaurant poorly on an app outside of DoorDash - who cares if they rate you poorly on DoorDash, you don’t want this non censensual business anyway right?)
Do we really need to design a system that takes into account the fact that users blame the wrong thing? How is this any different than dealing with people of average intelligence who Karen about other random stuff that isn’t your fault? They’re dumb. Put on your customer voice and tell them kindly to fuck off. Even if you did have a partnership with DoorDash, the delivery is still not your fault so they were still wrong to call you. It is your fault if you finished making the food too early though. In-person customers, not just DoorDash, rely on your pickup time to be accurate. If I’m on time and my food is cold cuz you finished early, imma be pissed.
DoorDash lets you rate the driver separate from the food, and a reasonable person knows that the driver doesn’t work for the restaurant and therefore the only way it’s the restaurant’s fault is if the food isn’t placed on the pickup counter while it’s hot or wasn’t decently packaged to stay decently hot for fifteen minutes for someone to get home and eat it. Everything else: anticipating cook times so that a driver accepts the job and arrived at the restaurant on time, is on DoorDash.
JohnnyH842@lemmy.world 2 months ago
Lots of assumptions in this comment, the biggest one is that hungry people are reasonable. They’re not. The main issue is that we never opted into this experience that we didn’t control from beginning to end. That’s kind of an important piece of service delivery. Yes, when Karen is mad about something that’s not our fault, we could just put on our customer voice disarm the situation. But there are other things we could do when we owns the entire process.
What happens when you’re sitting at a restaurant and your server accidentally rang in the wrong dish? They can bring you a new one, offer something complimentary, take it off the bill, apologize in person, buy you a drink… I realize I’m comparing an in person experience to a delivery order, but it applies there too. DoorDash had used an out of date menu for our restaurant for their website, so people had ordered one of our most popular seasonal dishes out of season. Their orders get to their house and it’s not there. They’re upset so they try and call DoorDash (good luck). That doesn’t go anywhere fast (timing is important now because some of the party has hot food they ordered and some does not). It was never communicated to them that it wasn’t actually an option, even though it was (incorrectly) listed on the website/app. So they call the restaurant, who has no idea what the customer is talking about because they don’t know anything about DoorDash being a partner and they also know for a fact that the dish in question is not on the menu. So now the manager has to get involved, unravel the entire situation because there is an upset customer on the phone during peak dinner shift and they are pulled away from their other duties (taking care of guests they know about). The restaurant is in the community (very important) and DoorDash is not. When people talk about that restaurant in conversation (or on yelp, trip advisor etc) that experience is going to come up as a reflection of the restaurant, not DoorDash because the person posting the review is posting a review of the restaurant (NOT DOORDASH).