Truth in advertising?
I’ve been working for about four years in advertising and I still fall for it.
Last Saturday, my sibs and I decided to have our lunch delivered from Jollibee. Thanks to their 30-minute guarantee TV ad, we were kinda convinced that our food will arrive in no more than 30 minutes after the order was received by the 8-7000 hotline. Because that was the promise.
Our order arrived 15 minutes late of Jollibee’s self-imposed limit. In jest, as I was getting the plastic bag filled with warm food and as my sister was giving the payment, I asked, "More than 30 minutes na siya bago dumating diba?"
In which the driver gave the retort, "Ma’am kasi 45 minutes travel time mula Jollibee Cainta hanggang dito sa inyo."
In short, we didn’t get a refund or even a gift certificate from the Jollibee delivery dude. They didn’t live up to their guarantee.
My sister, who was pretty much incensed with the delivery man’s answer, immediately called the 8-7000 hotline (again) and aired her grievances. In fairness to her, she tried to remain calm. But of course, what happened that day affected our perception of the 30-minute delivery guarantee.
If there is ever someone from Jollibee who’s reading this, or if you know someone from Jollibee and you feel like telling them our story, sorry but we believed in what you said in the TV ad because we hoped with your extensive experience in the food industry (Jollibee’s as old as my sister, hehe!), you would have kept in mind giving your customers "quality service," and a glitch in the service would mean minus pogi points for you.
Unless of course your ad had some kind of fine print on it with regards to delivery time dependent on location propinquity.
Or maybe, you should advise your men to bring lots of GC with them every time they make a delivery.
