Above and beyond

July 2010

Our drivers have earned themselves a great reputation over the years, with customers frequently writing in or leaving messages on Facebook and Twitter to sing their praises. Their perseverance throughout the awful weather last winter is a shining example! Recently though, we received a letter that really left us feeling moved.

On Fathers’ Day this year, a customer was devastated when the order she’d placed as a gift for her dad turned up at her doorstep. She’d forgotten to change the delivery address, and on such a special day, was gutted that he’d think she’d forgotten.

Learning her story, her driver Richard Foster gave up time he could have been spending with his own kids to sort out her dilemma. He recollected the order, arranged for it to be despatched the next day, and for our Customer Service Team to call her father to explain. As she says in this snippet from her own letter:

Richard Foster defines what Ocado says it is all about: he goes the extra mile, he gives your service something special, and shows that at the end it is all about people. This is my heartfelt thank you to Ocado, but most of all Richard Foster.

We presented Richard with a luxury gift as our own thank you. It’s this kind of dedication that really sums up how important our drivers are to our business. It’s not for nothing that we call them Customer Service Team Members.

Ben