pick by yourself ”.
You can just imagine the shock on my face . The hunger pangs in my stomach were bigger than the extra cash l was to pay and so l half-heartedly gave in and paid him .
# Second Experience
This was another delivery which l was excitedly awaiting . I gave my delivery address and telephone number very clearly to the business premise . A few minutes later l got a call from the rider asking again the delivery address , I gave him and even followed it up with a text message just incase he forgets . He confirmed he understood . In a span of about 10 minutes he calls again and says “ Where is this location , are you sure you are in Nairobi ? I have never heard of this place before ” I was shocked that a rider working with a big brand does not know where Riverside Drive is !
He spoke in checkered Swahili which sounded even much worse . When I politely persisted trying to explain the location he just clicked and hang up on me ! I waited for my delivery and of course l didn ’ t receive it . I received a call from the shop later and another rider was sent .
# Third Experience
I love chicken … and so do most people with traits from the western side of Kenya . Another chicken delivery from a delivery service provider . This time around the guy knew the location , so what a lucky day , I thought . He delivered timely and l paid him . I went to the kitchen and unpacked my chicken salivating as it was to my expectation . Put a little chilli and went ahead to sit and enjoy my meal , luhya-style .
After the first bite as l am chewing l started smelling OMO ( laundry detergent ). In my mind l was like no … it can ’ t be ! I took the second bite and the scent was still there . I lifted and smelt the whole plate and true to the fact the whole meal was a mix of chicken aroma with a touch of OMO flavor in there . We all know what it was right ? They lump , pack , and deliver everything for everyone together in one delivery box … be it food , general shopping , shoes you name it . Of course I ended up making myself a sandwich for the day .
# Fourth Experience
This is my fourth and last experience , here as a case , but not last bad experience of my life !
I had my niece and nephew at home and they wanted Ice Cream . Being in the industry l know pretty well who has the best of what in town , so I ordered . Again smooth delivery process , seems we are now getting lucky with deliveries . Guess what ? The whole thing was soup ... hot , melted and mixed . You can imagine how the kids felt , how l felt ? Of course the rider went around doing other deliveries and didn ’ t have an insulated cold delivery bag / box . The joke was that Aunty Mariam ordered vanilla and chocolate ice cream soup for dessert . SMH !
From my personal experiences and many others shared there is a key need to address the poor state of delivery services in our city . If your third-party delivery partners don ’ t offer a good experience ( poor communication , rudeness , lateness , frontline delivery staff attitude , etc .), your customers will ultimately judge your brand as responsible for all these shortcomings and duly punish you for it .
Understanding your customer base is the most important part of creating a great delivery experience . Not only that , but creating an order and delivery system that can coordinate multiple moving parts and work seamlessly across supply chains is necessary for meeting customer expectations . Delivery Experience Management ( DEM ) is the future .
Your delivery experience has to not only meet customer expectations but exceed them every time . It encompasses the onsite customer experience , order fulfillment , and post-purchase customer experience . It is time brands acted on this as it affects the overall customer experience and ultimately punctures your brand promise .
Mariam Abdul is the Founder and Managing Director of Niteout Africa . You can commune with her via email at : Info @ niteoutkenya . co . ke .