During the pivot to Caviar (www.trycaviar.com), we were very cash-strapped and had to do most of the deliveries, customer service, and restaurant ops ourselves. We did this growing from 50 orders a month to over 150+ orders a day, non-stop.
If there was a mess-up, to save the cash bleed, I or one of the co-founders would hand-deliver the follow-up delivery ourselves, and apologize in-person. I would like to think our customers thought we literally went the extra-mile to ensure their satisfaction.
And because a lot of restaurants were set in their ways, if we had to send them a fax for a $1,000 order or call them by hand and manually speak to them the order item-by-item, we would. There are many delivery companies, but only a handful of institutional, famous restaurateurs.
Funny seeing this here. In my above post, I mentioned emailing customers and introducing myself as the founder, which was a trick I picked up from Caviar!
If there was a mess-up, to save the cash bleed, I or one of the co-founders would hand-deliver the follow-up delivery ourselves, and apologize in-person. I would like to think our customers thought we literally went the extra-mile to ensure their satisfaction.
And because a lot of restaurants were set in their ways, if we had to send them a fax for a $1,000 order or call them by hand and manually speak to them the order item-by-item, we would. There are many delivery companies, but only a handful of institutional, famous restaurateurs.