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The failure of the Domino's 30-minute delivery guarantee

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Re: The failure of the Domino's 30-minute delivery guarantee

#241

Post by cm2012 »

FeepingCreature wrote: post #216
cm2012 wrote: post #159

Earlier quoted context omitted.

Some basic empathy shows that his intellectual curiosity is not worth putting stress on some dude. That worker clearly is under a lot of pressure to deliver pizzas quickly, that's why he was out the door immediately with no small talk. Think about that delivery guy's state of mind when he realizes he just received an order at rush hour at an address that's hard to reach, and if he misses it he will probably get penal…

There are people who see a system and wonder how it can be broken or misused, or whether there's corner cases where the guarantees the system offers don't hold up. These people sometimes take actions that inconvenience or harm others, but we value them nonetheless because we acknowledge that these systems must be fixed, and this cannot happen if nobody draws attention to it. If some hacker notices that a website has…

You think his dad really did it to draw attention to the plight of delivery workers, and not out of desire to be clever, "beat the system" and get a free pizza?

Re: The failure of the Domino's 30-minute delivery guarantee

#242

Post by ImAnAmateur »

LocalH wrote: post #142
Aurornis wrote: post #135

Earlier quoted context omitted.

> society taking a wrong turn to being driven by ratings on the I internet Workers being driven by ratings systems pre-dates the popularity of Internet gig economy jobs. By a lot. The customer ratings concept even infected places like your local doctor’s office a couple decades ago. Doctors have been complaining about how patient satisfaction surveys have discouraged them from bringing up obesity, smoking, or excessi…

My SO is a restaurant manager, and she has told me that the only reviews/ratings that have any positive effects are 5s out of 5. 4 out of 5? You might as well have put 0 or 1. It's extremely toxic.

This mirrors my experience in retail. Anything less than the top score is counted as a negative, often counting the 1-9 score as a 0 with the 10 as a 1. The heat lands on a local manager when corporate comes to town. What ends up happening is that the customer-facing employees train the customers to put down 10s.

It's ultimately a metric that's been gamified by everyone involved. I think the cynics keep it around because it gives customers a voice.

Re: The failure of the Domino's 30-minute delivery guarantee

#243

Post by LocalH »

ImAnAmateur wrote: post #242
LocalH wrote: post #142

Earlier quoted context omitted.

My SO is a restaurant manager, and she has told me that the only reviews/ratings that have any positive effects are 5s out of 5. 4 out of 5? You might as well have put 0 or 1. It's extremely toxic.

This mirrors my experience in retail. Anything less than the top score is counted as a negative, often counting the 1-9 score as a 0 with the 10 as a 1. The heat lands on a local manager when corporate comes to town. What ends up happening is that the customer-facing employees train the customers to put down 10s. It's ultimately a metric that's been gamified by everyone involved. I think the cynics keep it around bec…

Which is ironic, given that it modifies the customer's actual voice when interpreting the numbers in such a toxic way. I point to the cousin comment where a salesman lost a $10k bonus because a customer didn't give them a 10, despite the customer's comment being very explicit that they were extremely happy with the experience, but that they refused to rate anything perfectly, as they reserved that for God. Despite that comment, the 9 was used as justification to deny the bonus, effectively also denying the customer's voice.

Re: The failure of the Domino's 30-minute delivery guarantee

#244

Post by kshacker »

pc86 wrote: post #239
michaelcampbell wrote: post #208

I was a delivery driver for Dominos during that time. My manager (bless her heart, truly) was always saying "DO NOT SPEED OR BE DANGEROUS"; we had literally zero incentives to be on time, or at least we weren't punished if we weren't. The markup on delivered pizza at THAT time was in the 800% range, so a free pie now and again wasn't going to hurt that much. A lawsuit over a crash probably would, though. I suspect I…

This strikes me as one of those things where scale works against incentives. If you own one store, you're making good money. There's little reason to push your managers to try to drive that margin to 810% by eliminating the occasional free pizza. But when you own a dozen stores (like one of the stories in the article) all you see are numbers, you don't care, you push as hard as you can to "drive efficiencies" and you…

I think it is also the decoupling from real people doing real job. The farther you go from ground level work, the easier it is to theorize what they could do - whether it is asking drone operators to bomb some place, or set a policy without setting foot in the store on a daily basis, or do a leveraged buyout based primarily on a spreadsheet driven model, the farther you go away from people whose lives are being impacted, the easier it is for you to make decisions that do not think about them.

Re: The failure of the Domino's 30-minute delivery guarantee

#245

Post by jjk166 »

pc86 wrote: post #168
LocalH wrote: post #142

Earlier quoted context omitted.

My SO is a restaurant manager, and she has told me that the only reviews/ratings that have any positive effects are 5s out of 5. 4 out of 5? You might as well have put 0 or 1. It's extremely toxic.

I remember once I bought a car and the salesman said if I had any reservations about giving him a 10/10 on every question in the survey no matter what it was that I should text or call his personal phone and he'd do whatever he could to fix it, also directly saying that it's better for them to have 95% of people not fill it out at all and get 10/10 from everyone else than to have 100% completion with a single 9/10. I…

> Why even have surveys if the point is just to collect 100%s and not actually find things to change without taking money out of people's pockets?

"So if I implement this system then either I get confirmation that everything I'm responsible for is perfect or I get an excuse to save money on labor?" - management approximately 8 seconds before implementing the surveys.

Re: The failure of the Domino's 30-minute delivery guarantee

#246

Post by qeternity »

input_sh wrote: post #32
qeternity wrote: post #30

Earlier quoted context omitted.

I don’t really understand why you think having financial incentives to avoid bad ratings and deliver food warm is bad?

May I suggest reading the article you're commenting on?

I did read the article. Hence my confusion.

What are you suggesting then? A company that is selling warm pizza with prompt delivery should not do anything to incentive employees to deliver on that value prop?

Re: The failure of the Domino's 30-minute delivery guarantee

#247

Post by Sohcahtoa82 »

twothamendment wrote: post #114
Contortion wrote: post #59

Earlier quoted context omitted.

The one real downside is that learning to cook well at home spoils eating out - it sets your standards for what constitutes a good meal that much higher. If I'm spending €16 on a plate of pasta, it better be a lot better than I can make myself.

You are so right. There are very few things I look forward to when thinking about eating out - french fries is one. I don't deep fry and air fry or baked at home does not compare to the real thing. Steak is one where I've had better at a restaurant, but it was a $100/person type of place that work paid for. Mine at home is not quite there, but far above the average steak. When I eat out now I'm hoping to find some co…

Once I learned how to make a great steak at home, the appeal of going to a high-end steak house has completely lost its appeal.

Sous vide makes steaks 100% idiot-proof. Takes zero skill to get a perfect steak every time. Kosher salt, pepper, granulated garlic, vacuum seal it, drop it into the circulator for ~2 hours, then use whatever the hottest method of cooking you have available to give a quick sear on each side. I use my gas grill pre-heated to about 800 degrees.

But to really kick it up another level, get yourself a smoker. Doesn't have to be a fancy $2000+ offset, a $600 Traeger or even a $200 electric can give good results. Smoke at 225F until it gets to about 125F internal, then sear like above. If you like it extra smokey, you can smoke at a lower temperature.

Now, the only expensive meals I will go out for are seafood. I haven't quite mastered seafood. Fish can be very delicate and fall apart, and it's hard to get the right color on shrimp without overcooking it and drying it out.

Re: The failure of the Domino's 30-minute delivery guarantee

#248

Post by forgetfreeman »

willcipriano wrote: post #206
forgetfreeman wrote: post #188

Earlier quoted context omitted.

Ok so having roughly doubled the cost of restaurant meals what's our next move?

Not eat out often. Only on special occasions.

K so having bankrupted the restaurant industry, what's next?

Re: The failure of the Domino's 30-minute delivery guarantee

#249

Post by EasyMark »

lll-o-lll wrote: post #31
qeternity wrote: post #30

Earlier quoted context omitted.

I don’t really understand why you think having financial incentives to avoid bad ratings and deliver food warm is bad?

Because, delivery drivers, unlike uber or whatever, are frequently screwed by things outside their control. No parks near the restaurant, so delay in the pickup? Bad driver! Restaurant behind on orders? Bad driver! Something missing from order? Bad driver! Incentives can cause perverse outcomes, but it’s worse when you are not in control of the outcomes at all.

Having worked as a server in college, servers get blamed for everything, and it definitely made me avoid and lose most of my confidence in humans other than close friends and family. People can be just mean and horrible for no real reason. Most are nice and patient, however a significant minority are just awful and must lead miserable, empty lives.

Re: The failure of the Domino's 30-minute delivery guarantee

#250

Post by forgetfreeman »

tomrod wrote: post #113
mlrtime wrote: post #97

Earlier quoted context omitted.

No, this is what a very small section of a service industry looks like. There are millions of people who can have a livable wage in a service industry. The actual problem that I never see addressed is that should EVERY job be a "living wage" job. To me that answer is and always has been no. There will always be a need for temp workers.

The meme of a living wage is a nice one. It hits most moral frameworks as fair. The concern I have with it is it isn't defined. What does living mean? When I belonged to a high demand religion that is known for "helping" its membership, financial assistance was dedicated to the preservation of life only. Not the preservation or growth of the quality of life. So if you had a medical life transition and a mortgage, the…

When the majority of wealth isn't owned by a group roughly the size of the population of Fairlea WV we can start having meaningful conversations about what we can and can't afford.
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