Takeaway Trauma

Takeaway Trauma

 

I know, you wouldn’t believe it to look at my six pack and toned physique (or at least the pictures of them on my vision board), but I actually do eat takeaway every now and then.

Last week, the cuisine of choice was our local Indian restaurant.

We’ve been ordering from them for years, and it’s one of the few places that Sarah hasn’t got into an argument with, and refused to ever use again (I’m going to miss you, Ridgeway Pizza…).

It was a Saturday night, around 7pm. Busy, busy times for a takeaway.

So busy in fact that they turned off the ability to order through Just Eat.

After I’d spent 10 minutes entering everyone’s choices into said app, and ensuring that fifty poppadoms would be enough for the four of us.

I hit the button to pay them. Nothing.

Rang them to find out why. “We’re busy, we’ve turned it off”.

Oh, ok. Let’s order over the phone then.

“It’ll be ready to collect in an hour”

I head to the restaurant 59 minutes later. Was my food ready?

“It’ll be five minutes”

Twenty minutes later…

“Just a few minutes more”

Whilst I was sat waiting (and waiting, and waiting) for my food, I discovered another “unique” way that the staff deal with being busy.

They took the phone off the hook.

Their logic was simple. You can’t be busy if people can’t order! There are no customer complaints if there’s no way to speak to you!

Eventually, our food was ready. Not one word of apology for it being 25 minutes late, and they delivered exactly what was ordered – not a bhaji more.

They might have solved the immediate problem of being too busy on a Saturday night – but they’re going to create long term problems with these little niggles.

Overpromising, underdelivering, making it difficult for customers to order, making it impossible for customers to speak to you.

Individually, none of these things are going to put them out of business. But each small, 1% “cost” soon compounds, and can create BIG issues in the long term.

Issues that can’t be fixed by leaving your phone off the hook…

Cheers,

John

ps. If you want to start fixing the small 1% losses, and start notching up a few 1% gains in your business, the One Percent Club will be opening its doors in just 9 days time. You can join the VIP waiting list here.

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