Jivo Chat #
We have several forms of direct communication with the customer. One of them is the jivo chat in which the client contacts us through the website and in real time.
Texts #
Another way is through texts messages in which we use the business cellphone, and our computers devices.
Always in a polite way, responding directly to what the customer would like to know, changing and placing their order, or answering any questions or concerns that they may have.
Emails #
Our clients also can communicate with us via email: hello@2guyswithknives.com.
Patrick is the responsible to check those emails and, after understanding what are the customers needs, he passes some of these email to us, so we can deal directly with the customers requests, or when it comes to special diet requests, he is the one that takes care of it.
It is also through emails that we send our menu for late orders requests, that we organize bag collections and refunds, and also all orders information and receipts.
Wednesday New Clients Follow Ups/Thursday Follow Ups #
For all new clients from previous week, we send a text on Wednesdays to check if they are enjoying the food, the service or even if they have any questions, or concerns.
Reminder text is a way to remind our customers that they didn’t order yet for this week, but they ordered in the previous week, that the deadline is ending, as the website will be take down at midnight on Thursdays.
We have a specific section here on trainual explaining all these steps. It calls “Follow-Ups”. 🙂
Friday Late Order Communications #
Even with the reminder, it is normal that some customers forget to order until midnight on Thursdays.
So, on Fridays, by texts, jivo chats & emails may still appear some clients asking for the menu so they can send the order.
We always have to sync with the production team since we must confirm which dishes we cannot offer to the customer with each menu we send.
Here is a template that we send to the client when our communication is through email:
Saturday Late Order Communications #
On Saturdays, all our production has already been completed, and we have to check which extra items the production team has prepared. We prepared the menu with all the extras items we have to offer.
When a customer sends a text, email or jivochat asking for a late order, we send the menu that we have already prepared, including the dates and times available to be delivered.
If the client answers with their order, we place it as a custom entree since the new menu for next week’s delivery is already live on the website. Once the order is placed, we process the payment.
Then, we talk with our Logistics team to organize it on the app route, insert it on the delivery sheet, and reprint it for the delivery team.
