Build trust and agility in operations to build customers’ trust

The home working practices during the COVID-19 crisis has prompted an interesting success story that is valuable to the organization and customers. The pandemic has changed the way we do business globally, but one thing that has never changed is Minor Food’s commitment to 100% customer satisfaction. Cleanliness and safety of food delivery service is everyone’s concern. Consequently, we implemented the ‘Zero-Touch delivery’ measure in our restaurants and services nationwide to maintain customers’ trust and for them to feel at ease with every order during this stressful time.This is a story about K.Kittichet Sathitnoppachai (Boy), marketing director of The Pizza Company and his marketing team who implemented the ‘Zero-touch delivery’ measure within four days while Work from Home. 

Understand the purpose and stay on the same page

The Zero-Touch delivery, contactless procedures, has implemented to prevent the spread of the coronavirus disease, has changed our operating and delivery process. Teamwork and information exchange were another factors that led to the success of this project. From training staff and providing sanitizing sprays to communicating with internal staff and customers, several teams were involved in every step of the way. Most importantly, all team members are aware that they must understand the purpose and the procedures of the preventive measure clearly, so that everyone is on the same page. As a result, the project happened quickly and effectively in building customer trust in our brands and 1112 delivery service during these difficult times. 

Every step is important! 

Zero-Touch Delivery implementation is divided into two parts, as follows: 

Part 1 is about hygiene in every high-contact surface. We have implemented the most stringent disinfecting procedures in operations for both kitchen and delivery items such as motorcycle, helmet, food box, and hot pouch. All kitchen staff and delivery drivers must wear masks at all times and use hand-sanitizers frequently. 

Part 2 is the contact-less delivery between delivery driver and customers. Delivery drivers must use the disinfectant-sanitiser every time before delivering the food. Furthermore, they have to create adequate space by leaving the food in the appropriate spot at least two metres away from customers. We also recommend contactless payment such as credit cards or bank transfers. In the event that customer wants to pay by cash, drivers will leave the change on the food box in order to avoid direct contact with customers. We also recommend contactless payment such as credit cards or bank transfers. In the event that customer wants to pay by cash, drivers will leave the change on the food box in order to avoid direct contact with customers.

Many restaurants and food businesses have emerged to the delivery scene in Thailand amid the coronavirus outbreak. While we may think that convenient service, speed of delivery, and easy-to-order system are enough, but in times like this, the safety of food delivery should be the top priority of all delivery services. That’s exactly what sets 1112 Delivery apart from other food delivery services. 

#WorkFromHome opportunity that lies in every crisis 

The Zero-touch delivery measure is one of the most inspiring and successful stories emerging during the work-from-home period. Not only agility in responsiveness to customers’ needs has contributed to success, teamwork is also an important factor in times of uncertainty. All team members must understand the purpose of the project in order to be on the same page. This team effort, no doubt, helps us get the job done quickly and effectively. The Zero-touch delivery measure is widely known as a good practice of preventive safety measures in which Minor Food has adopted promptly during the outbreak. Nevertheless, we are committed to offer our customers peace of mind with every order at our 1112 Delivery service. 

#MinorIsMore #ZeroTouch #SuccessStory #WorkFromHome #Covid-19