Double blank with Domino’s
PR & Marketing Consultant
My family, friends and I were loyal customers of Domino's, but the story I am about to relate to you makes me feel like I drew a double blank.
I made an order for the 2 times Tuesday promotion, where you receive two pizzas for the price of one. I made the order online and, as usual, expected the normal prompt delivery and service. However, unknown to me, Domino's revised its delivery routes and times. No notification was made to the public, to my knowledge, nor was it online as an update.
A representative from the Boulevard branch called to say that they were not delivering to my address as their cut-off time was from 5:30p.m.; it was 7:15p.m. Prior to that, you had up to 8 p.m. to get a delivery. Unaware of the changes, I asked the representative to explain the new system of ordering to me, as, depending on where you live, you are unable to just call any Domino's to deliver.
I then called the Liguanea branch, whose rep asked me to call the Hope Road Branch to make the order for pick-up instead. I called the Hope Road branch where another representative told me to call Liguanea. Before I could explain that I was making an order for pick-up, the representative kept on repeating the telephone number for the Liguanea branch, while I was trying to explain that I was making an order for pick-up. I then asked to speak to the manager, who listened to my complaints and threw in an order of breadsticks for free for the poor customer service delivery.
DRAWING AN ACE BLANK
On route to Old Hope Road to pick up the pizzas, the Boulevard branch called to say I had to pick up the pizzas at its branch, but they had no pineapples to put on the pizzas. So I called back the Hope Road Branch, where another representative told me that I have to make the order at Boulevard for delivery! By this time, 40 minutes had elapsed, I was hungry, tired, and crazy mad. I asked again for the manager, and was put on hold for approximately 10 minutes. Then yet another individual came on the line to say that the manager was busy and I should explain what is happening to her. I did so very slowly. She then said I needed to call the Boulevard branch!
Mr Editor, I lost it and asked why I should call the Boulevard branch when I was picking up an order and the Hope Road branch is closest to me? Then she asked me to repeat the order and said I should come for it at Hope Road. Seriously, Domino's? What exactly is going on in your neck of the woods?
What I have gathered is that not even the Domino's staff knows the new route or policy as it relates to deliveries and orders. In light of the above, Domino's possibly needs to implement/execute the following for the sake of your loyal and potential customers:
• An islandwide telephone etiquette training, retraining and certification.
• Immediately implement a mystery shopper programme in order to assess and experience what your customers are exposed to by your staff.
• 'How to deliver consistent superior customer service' training seminars and workshops.
• Devise a reliable and accurate way of doing your internal communications.
• Ensure that whatever changes are made to the delivery and operational policies that would directly affect the customer's experience be properly communicated to the public.
• Review the screening and hiring practices for your establishment to ensure you have the right people, in the right place, doing the right things.
Being someone in customer service, public relations and marketing, I believe that every complaint from a customer is a gift to any business to improve service standards to meet and exceed customers' expectations.