It turns out that yesterday’s AWOL veg box wasn’t down to a new driver, but to a problem with the navigation software.
The driver did a great job of sorting things out. He bought a new phone, double-checked his route and corrected the mistakes. He took responsibility and did what needed to be done to really keep us happy.
Meanwhile head office was offering refunds.
Technology is brilliant, but you need a systematic way of identifying when it’s broken, as quickly as possible. Analogue visual indicators work well for this e.g.the address label on the box, a line marked on a bottle that used every day.
You also need a fall-back manual process for when the software breaks. That way, things may take a little longer, but nobody is taken by surprise, and nobody is let down. And you don’t have to compensate unnecessarily.
Do you check your phones are working every morning? Do you have backup phones? Do you keep an up-to-date back-up (maybe even hard copy) of your contacts? Do you have a process for learning from mistakes and accidents?