“Thank you for calling Hello Fresh, my name is Danny, how can I help you today?”
Hi Danny. I recently set up a Hello Fresh account for my parents. Let me tell you, it took some convincing, but my brothers and I just felt that a food delivery service like yours would be helpful for them. They are getting older and while they still manage things okay, my Mom has mentioned more than once that food shopping and preparation is sometimes a bit of a challenge. But I’m afraid Hello Fresh is just not working for them, so I will have to cancel their account.
“I’m sorry to hear that. I see here that they have only received a couple of boxes. Was there something wrong with their order?”
Oh no, not at all. My mom acknowledged that the recipes were good, and the quality of the ingredients was excellent, but it just seems to be… well… I guess it’s just not a good idea for them.
“Hmm, is there something we can do to make it more appealing for them? What kinds of issues were they having?”
Well Danny, it’s kind of a lot. First of all I had to solve the mystery of why they didn’t get their delivery in the 2nd week, and I discovered that my Dad had misplaced his credit card and consequently he put a freeze on that account, forgetting that he had an automatic payment to you guys coming out of that account. So I cleared that up and got the deliveries scheduled again.
“Oh that’s good.”
Well, not really. When they finally began getting their boxes delivered again, my Mom complained that it was too stressful.
Yes. She said “it feels like a school assignment when that box arrives!” She acknowledged that it made her very uptight, that she felt a lot of pressure to just cook everything.
Yeah, and then I happened to be visiting and of course I was curious about this STRESSFUL food delivery issue, so we decided that we would make 1 of the meals together so I could see what it was like, but when I pulled out the bag of ingredients I could not find the main ingredient, which happened to be Italian sausage. And she said “Yes, I know! They forgot to put that in!” I was thinking that was really odd, and of course was unacceptable. To leave out the main ingredient!
“I’m sorry, I have never heard of that happening!”
Oh it didn’t. Since I thought that seemed odd, I went over to the Hello Fresh box that was sitting by the garbage to see if there was any explanation, and there, under a piece of cardboard that clearly said “HEY! DON’T FORGET TO LOOK UNDER HERE!” was the sausage. Also the salmon, which was for the other meal in the delivery. They had both been sitting there, not refrigerated, for several days.
Oh yes. So that was a complete waste. And even though my Mom immediately declared that she would go to the store and get some MORE sausage and salmon so she could prepare the recipes, that kind of defeats the purpose doesn’t it?
She laughed at herself, because she really does have a cute sense of humor, and she promised to pay more attention to the next delivery.
“What happened then??”
Well, the next delivery contained shrimp… and well…
Oh yes. And again she went to the store to replace the ruined shrimp. At this point I was feeling a bit discouraged about the whole thing, so I asked her if she actually did LIKE getting the Hello Fresh deliveries. “No” she said. “I just don’t think the recipes are that good, they are kind of boring, and I would like to try something else instead.”
Danny, I had already done some research about all the types of food delivery services out there. I explained all the different options, and price points, and varieties. I covered all the bases. And I learned that what she REALLY wants is to just THINK about what she feels like eating on any given night, wiggle her nose like Tabitha on Bewitched, and it just appears in front of her already prepared, hot and ready to eat. Oh and there is a butler or something there to serve it to her and clean it up afterwards.
“Um, we don’t have anything like that.”
Yes. I know. She finally just laughed, again that CUTE sense of humor of hers, and said “We are just too old and difficult I guess.” Ya think?? Then my Dad came into the room and put in his 2 cents “I don’t like this Hello Food thing! It’s too expensive! I want to cancel it!” So I guess you understand now why I think it is for the best that we just cancel their delivery account.
“Yes. I get it. I’ll take care of that for you. They have 1 more delivery already scheduled, but I will cancel everything after that.”
Thanks Danny. You’ve been very patient and helpful.
TWO WEEKS LATER:
“Thank you for calling Hello Fresh, this is Susan, how can I help you?”
Hi Susan, I’m calling to reactivate my parent’s Hello Fresh account.
“Okay. Actually, I see here in the notes that you canceled the account because your parents didn’t enjoy our food delivery service. And I see a notation here that we should NOT expect to hear from you ever again.”
Actually Susan, and this is funny, but the whole thing has turned around! I spoke to my Mom last night and when the final delivery of their former account arrived, she was delighted. She made all the food, ENJOYED the recipes, and absolutely fell in LOVE with the Israeli couscous that was included. I mean she is REALLY into the Israeli couscous. They want to resume their deliveries, but just going down to every other week for the moment. That will be more doable for them, both emotionally and financially. Is that possible?
“Yes of course. Let’s set that up for them.”
Thanks Susan. You guys are great. I’ll call you if we have any more problems.