Freshmenu has admitted that its kitchen isn’t maintained properly and is dirty.
For a brand which is only a ‘front facing’ to its customers (you will never ever visit their cloud kitchen), it does bring an interesting problem statement.
How can you win back trust of your users. FYI: many people in my network have stopped ordering from Freshmenu after they saw this video – not that I am saying this will impact their business, but being a ‘fresh’ brand, they could do different than giving traditional replies (‘we are looking into the matter‘).
hi @FreshMenuIndia How about posting pics/video of your kitchen/s and processes, including Bangalore, other cities. Given we don't actually get to see the kitchens and people we order from, this should become the norm for all such orgs. – Customer in Gurgaon
— Gulzar Azad (@gulzarazad) December 21, 2017
— Nandu Madhava (@NanduMadhava) December 21, 2017
As a product guy, here is what I would suggest Freshmenu to do.
- Fix your kitchen.
- Launch ‘live video’ feature – i.e. see how your food is made.
Instead of playing victim card, play the winner card.
There ain’t anything better and gutsier than to go live and tell users what cloud kitchen looks like.
What would you suggest?