September 2023

The Unwritten Contract

September, 2023

Was I naïve?

I was in the kitchen a few weeks ago during one of our busy nights when I observed a somewhat unusual request on the ‘notes’ section of a customer’s order, from one our partner platforms.

They had ordered a LARGE JOLLOF MEAL, from our set meal deals section. This is one of our vegetarian meal options and would normally consist of Jollof rice and fried ripe plantains. However, the customer said that they are ‘not very keen’ on the plantains, but would rather have more of the rice. So, we gave them a full bowl of the jollof rice, and packed their plantain in a separate pouch, thinking… (‘not very keen’ does not mean ‘don’t want it’ right? especially after you have already paid for it). We also put a note in the package, suggesting that next time they should consider ordering just jollof rice from our PICK AND MIX section, and save themselves some money (22% of the cost of the meal!).

Of course, the flip side was that we would not get that extra income. Colleagues who have been with me for a while ‘got it’, one of the new staff was bemused and wondered why we would not maximise sales at every opportunity. So, was I naïve and was I “leaving money on the table?”

Trust and Expectations

As a customer, I am responsible for my decisions, and what I choose to buy. I also expect that the customer service personnel of every business or organisation, are best placed to ensure that I get what I desire, at the best possible price. In my dealings with service providers and suppliers, I trust them to inform me of the best value options available and give me the opportunity to decide. Especially with independent, small businesses, I just assume that they are giving me the best price, and would typically work on that basis… until I discover it is not so!

Summer is fading fast, shorter daylight but there’s still stuff going on in Essex -

Oh yes, back to school
National Garden Scheme-Feeringbury Manor
BBC Gardeners’ World Autumn Fair
Annual Classic Car & Bike Show
Battle of Britain Air Show at Duxford
Cycle for Life 2023

that’s just some of of this month’s

events, see more right here

The unwritten contract

I feel that in every business relationship, the seller/provider has a duty, to ‘look after’ their customers. They have the ‘inside knowledge’ of what is available and should use that to the advantage of the customers. It is the ‘unwritten contract’ I believe, this builds trust, and secures life-long customers. What do you think?