Making the Best of Difficult Decisions

by Michael Wards

2020 has been a year of stress, challenges, hope and unity. We’ve learned a lot about ourselves and our business this year and with every challenge we have faced during all this craziness, we’ve always been able to remain centered around our brand mission. We do more than just serve food; we build connections between people and we nurture our community.

Our latest challenge recently arose with a situation that happens from time-to-time: we had a disgruntled client. While we pride ourselves on always being on point, the reality is that we are understaffed and a last-minute request got lost in the shuffle. We immediately corrected the issue as soon as we became aware of it, however, the client continued to maintain a particularly combative attitude with our staff members every step of the way.

At the summation of our dealings, the client was still prepared to maintain their meal delivery service with us. However, after putting much thought into the situation we ultimately decided to discontinue our services with them.

This was a very hard decision to make. We’ve been luckier than many, however, the effects of this year’s pandemic have not left us unscathed. Turning down business is not an easy thing to do when times are hard. At the end of the day, we decided that we have to take care of ourselves first so that we can best serve you. We maintain a high standard of respect with everyone we do business with and expect the same of our vendors, our partners and our clients.

Even so, it breaks our hearts to lose a client. We don’t know what else was going on in their lives that may have had an impact on our communications. We’ve all been there, getting too surly with a call center employee or otherwise because we were having a particularly bad day in other ways. This is certainly the year of bad days and we’re nothing if not understanding.

However, just because we’ve been there doesn’t mean it’s acceptable.

We understand that everyone is a bit on edge these days. We are experiencing trying times. However, we are working tirelessly to uphold our standard of excellence, respect and patience as we forge on through the year. We may have lost a client, but we’ve gained something more: a greater perspective on who we are both as people and as a business.

Lastly, thank you to each and every one of you that continues to support us through these trying times. We appreciate you and hope you appreciate us in kind.

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