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Late Saturday night about 2 hours before close. We are in the middle of a mini-rush with just the 2 closing drivers the MOD and a cook. 6 orders already on the screen and the top 3 are distance runs each to areas NOT close to each other. And we are quoting 40 - 45 minute delivery times at the moment which given the above is a fairly accurate ETA.
I am waiting for my order to come up and the phone rings. I give the standard robot greeting.
Delivery.
Get the customers phone number. The address is somewhat near in the getto.
Problem #1: the person on the phone is constantly yapping to someone in the room. AND they can not decide what to order. Back and forth back and forth until they finally agree on the box deal with wings. Get the order taken BUT there is STILL an ongoing conversation going on on their end.
I total up the order, read it back, give them the total, ask if this will be cash or card and tell them the delivery time is approx. 45 minutes. NOW throughout this whole "exchange" I have to repeat myself at least twice because of the conversation on the other end. They decide on cash. Again I inform them delivery time is about 45 minutes.
Problem #2
Customer says (it seemed like she totally ignored me when I said delivery would take about 45 minutes) "Can you have that here in fi'teen minutes cause I gots thr'teen HUNGRY kids here?"
No I am sorry we are quoting 45 minute delivery time because there are 6 orders ahead of you and those DO need to go out first.
WELP I gots thr'teen HUNGRY kids here I gots to feed.
(since the address is maybe 5 minute away I say the following) Well the only way you can get your order in 15 - 20 minutes is if you change your order to a carryout)
BUT I gots HUNGRY kids to feed!!!!!!
I am sorry but our delivery at this time is indeed running about 45 minutes. Would you still like that order delivered????
YES
<ending call housekeeping>
I am sorry but your ravished, starving, HUNGRY kids at MIDNIGHT do not sway me NOR inspire me to go "above and beyond".
I am waiting for my order to come up and the phone rings. I give the standard robot greeting.
Delivery.
Get the customers phone number. The address is somewhat near in the getto.
Problem #1: the person on the phone is constantly yapping to someone in the room. AND they can not decide what to order. Back and forth back and forth until they finally agree on the box deal with wings. Get the order taken BUT there is STILL an ongoing conversation going on on their end.
I total up the order, read it back, give them the total, ask if this will be cash or card and tell them the delivery time is approx. 45 minutes. NOW throughout this whole "exchange" I have to repeat myself at least twice because of the conversation on the other end. They decide on cash. Again I inform them delivery time is about 45 minutes.
Problem #2
Customer says (it seemed like she totally ignored me when I said delivery would take about 45 minutes) "Can you have that here in fi'teen minutes cause I gots thr'teen HUNGRY kids here?"
No I am sorry we are quoting 45 minute delivery time because there are 6 orders ahead of you and those DO need to go out first.
WELP I gots thr'teen HUNGRY kids here I gots to feed.
(since the address is maybe 5 minute away I say the following) Well the only way you can get your order in 15 - 20 minutes is if you change your order to a carryout)
BUT I gots HUNGRY kids to feed!!!!!!
I am sorry but our delivery at this time is indeed running about 45 minutes. Would you still like that order delivered????
YES
<ending call housekeeping>
I am sorry but your ravished, starving, HUNGRY kids at MIDNIGHT do not sway me NOR inspire me to go "above and beyond".
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