Tag: ocado

Sunday Column (370)

I start this blogpost in the air. My second flight of the year. I am in a Fokker, a KLM Cityhopper, from Dusseldorf to Amsterdam. I just spend two great days meeting clients in Germany and now I am heading to another meeting in Amsterdam, flying back on Friday night.

I miss the family. At time of travel I spoke to the wife twice but hadn’t managed to speak to the kids. Busy. When I landed I managed FaceTime at Amsterdam airport. It isn’t easy but they don’t know any different. Also I am not gone for too long. Not that often. We trying really hard to balance life and work. Life really is what we balance. And in the end I managed an earlier flight home, surprising them to be home for dinner.

It is fun and seeing it in any other way doesn’t make sense. Whilst one hotel wasn’t up to the ‘Ballueder standards‘, the ride there was. I managed to catch a Tesla. It was futuristic. It was amazing to sit in that car. That feeling was like being in the future already. Wow. That reminds me that we are still looking at cars. The Skoda Superb was thrown in the mix and surprisingly the Mazda CX-5, a mini SUV, which could kind of be a nice family car. Test drives to follow in a few weeks time. Interesting development, as I didn’t think there were that many cars out there that could host us, as the price level we are looking at.

Skoda-Superb-2016

As always I am working late nights when on the road, exercising early mornings despite my cold. I love pushing boundaries. Over 100K run this month! I am confident that in 2016 things are soaring to the next level. This is true for various aspects of my life. We should finish the house renovation, have a first package holiday with the family, career, fitness, engagement with kids, personal confidence and strengths in multiple ways. Life is awesome.

I want to give more. I want to make more happen. And I will. 2016 is a pivotal point I think. Ask me again in a few months time. Or 2 years from now looking back. Connecting the dots. Contributing to that is village life and us getting more engaged in the local community. My wife is a member of one of the running clubs and we went to their annual party. That was fun, and fascinating to see how popular running and exercising got. Great!

I am grateful. I am appreciative. What you don’t appreciate, depreciates. Tony Robbins. Stop to smell the roses, live the moment, work hard, play hard. You can probably tell I am on fire. But that is it. I am so knackered at the weekends, but I am on fire. Not sure that makes sense but I am pushing boundaries and then rest up for the coming week. Yet, weekends are great. Playing chess with the eldest, cuddles and reading with the little one. We are having lots of fun!

mazdacx5

Last but not least there are two more decisions this week. Firstly, after a non successful 4 weeks but 2 weeks long dry January, there will be more periods of less alcohol. However, I want to worry less about my alcohol consumption and don’t believe, given the statistics, that I have to. Hence I stop counting my alcohol intake. Whilst I always said that if you monitor things, that you can improve on them, I don’t have to improve on it. I had some really interesting chats about it, and I am done with counting alcohol, I don’t need to anymore I believe. It makes me more paranoid than it is helping me to count everything. Similar is true for food calorie intake. I did that for a few monthlong periods but haven’t done it for a while as I am quite aware of what I am eating. So I will stop counting and simplifying life a bit more.

And the second decision is to change my supermarket. I move away from Tesco as we complained about their ongoing quality issues. However, when the delivery truck was 2 hours late we complained properly. Yet when discussing the issues with a customer representative, she only saw the delay of the van as the issue and, despite us mentioning it in emails and in conversations, she was oblivious to everything else we complained about over the last few months. They didn’t see the bigger picture of us changing. Result: I let go. I cannot hold on to Tesco and went back to Ocado. For now anyway 🙂

My best thing this week? Coming home of course. Cuddles from the kids. Being super productive late night and up early in the gym. When I am achieving. When I am disconnecting. Fire and ice. I love those extremes as much as I hate them. And yet I am not complaining.

A lot of thoughts this week were around my chosen life and industry. What do we do and why. And I am happy. I am in a sweet spot I like to believe within our small world.

Then I stop and smell the roses. Say thanks. Meditate on what life is all about and hug my sons.

Have a great week.
Love and Kindness.
Volker

Is it just me? Customer Service again.

I wonder lately.

Three weeks ago I took my car to the garage because of a noise. When they found out it was the hand brake, they replaced it. I have been back three times, now a fourth time in order to get rid of some noises that shouldn’t be there. And, Kwik Fit clearly said they had tested it. How could that be?

Then I went to the Slug and Lettuce in Beckenham today. I got a plate where half way through I noticed that the cheese had some mouldy bits (mozzarella for fajitas). When I complained I got an insecure “I am sorry” and then new cheese. The bill came without amendments, e.g. reductions. So I asks whether they wanted to review the bill serving my 2 year old and myself mouldy cheese. I got £2 off without a further apology. How rude!

Then Ocado delivered the wrong soup. I haven’t had trouble with Ocado for a long time but now it seems to start again.

Phil & Teds on the other hand responded to my enquiry about a not so well designed sun cover very quickly. Delivery for the new part took three weeks though but the new part is much better. They could have contacted me in the first place knowing that a part was faulty?

Last but not least my Freecom external hard drive broke. I got contacted via Twitter, got an email straight away but nothing for the last 4 days. Radio silence. I wonder how long that is going to take.

I personally don’t believe customer service is that difficult. Deliver what you would expect yourself. Any client I serve I give her/him full attention and deliver what I promise (at least), and make sure things are in a condition as I personally would expect it.

Is that so difficult?

How to I change my “law of attraction” to only get best customer service ?!

Best
Volker

Ocado @ocadouk

I was sold to Ocado. The ex investment bankers that gave up their job to improve the world. Right….

It says on their website:

“We believe that you should be able to enjoy first-class service without having to pay more for your shopping.

[…] the same outstanding quality, range of choice and service you’d expect in your favourite supermarket.

We bend over backwards to make our service extra-special, and you’ll quickly spot lots of thoughtful touches, like colour-coded delivery bags, text message delivery reminders and drivers that bring your shopping right to your kitchen table.”

Now we started shopping with Ocado about 8 weeks ago. Once I complained about the freshness but I believe I was wrong. Happens. One of our first deliveries was late but the driver called saying he will be there shortly. I was impressed. From the first moment I dealt with Ocado, things seem to be right. I got an i-calendar invite, so my delivery slot was added straight to my calendar.

About 2 weeks ago we didn’t get all the ordered articles. I tried phoning their hotline but no one answered. I tried a different number and it was dead. My subsequent email explaining we didn’t get two items and I would like to have a call was ignored. Not the items, e.g. I got a refund, but that I wanted to speak to someone.

Now, being a great social media geek, I thought I go on Twitter – no response. Not even when I re-tweeted other people that were unhappy.

One off, things happen. Or do they?

Last night our delivery was due between 8 and 9 pm. No call, no text message, no email. So at 9:15 I called the customer service. The line dropped 3 times until I got through. A lovely chap said very apologetic “the driver should have called you”. The driver then said “sorry, someone should have told you”.

Now that doesn’t help. You arrange diner and baby duties around your delivery time. It is Friday night and you don’t want to wait up for your shopping.

They could clearly track the van from the customer service line but they couldn’t let customers know they are running an hour late? Why not sending everyone a text message every twenty minutes once the delivery slot has passed to make people aware. Nothing like waiting for your groceries, particularly if you had diner guests (which I luckily didn’t).

I was hoping for an apology, or a follow up this morning. But nothing. I went on Twitter instead:

You can do your own search on Twitter for “ocadouk”. Or just “ocado” if you like. For a company that “bends backwards” and excels in customer service, there is no reply, word or statement on Twitter. Only mention is the bike ride some members do this weekend…

My wish is that from now on I get what I pay for: a company that let’s you know if they are running late and have all the groceries you ask for.

We are all human, we all make mistakes. But if I go out to the public with a bold statement that I deliver best customer service, and then I don’t, that is bad. Ignoring customer comments, probably just adds to it.

DM me if you like. I am not having much capacity at the moment, but maybe I should run a workshop on social media and customer service with you guys 😉

Looking forward to a comment or call. Whichever you like!

See you next week, hopefully in time with all the food 🙂