Just lately, there have been public Fb posts made by a number of F&B retailers highlighting how the GrabFood app has, at occasions, mechanically labelled their shops as being “Unavailable For Supply” or “Closed” for one motive or one other.
Every time this occurs, these retailers are sometimes unaware of it till their prospects attain out to them on to ask about it.
This ends in the lack of gross sales, as in accordance with retailers like Burgertory and Mamalee, this normally occurs round rush hour.
Within the feedback of the submit, prospects have claimed that they’d normally see the identical recycled, fashionable F&B retailers like McDonald’s or KFC throughout rush hour, and would solely see the smaller gamers pop up once more on the app after rush hour.
These retailers additionally state that they’ve contacted GrabFood’s customer support a bunch of occasions to investigate about this subject, however normally get both no response, or one which finally ends up with no motion being taken anyway.
It’s comprehensible that these retailers and their prospects are upset over this. Nonetheless, I’d prefer to share a number of believable explanation why that is occurring.
1. Revenue Is Prioritised
I don’t imagine that almost all companies that function on a mannequin like Seize’s are right here to play “honest”, and it gained’t be logical in the event that they did.
They’re right here that can assist you assist themselves, and in the end, what they search is revenue. For meals supply companies, retailers who can herald constant gross sales and income will likely be bigger ones like McDonald’s or KFC.
Primarily based on what I perceive, these retailers really pay decrease fee charges, not increased ones, however what GrabFood loses out on fee charges is made up for by the sheer quantity of orders they create in.
These retailers have the manpower to churn out quick paced, excessive quantity orders, and subsequently would have the ability to take advantage of sum of money within the quick rush hour window.
Evaluate this to a smaller participant who’s paying increased fee charges however processes a a lot decrease quantity of orders in a day.
Ultimately, GrabFood will nonetheless revenue extra from the larger gamers, therefore why the app’s algorithm might need been constructed to prioritise these bigger gamers at rush hour and “cover” the smaller ones.
2. The Know-how Is Not Excellent
Contemplating the bigger quantity of customers that GrabFood is contending with this MCO, I’m not shocked if the system’s filter generally glitches or fails.
In an excellent state of affairs, GrabFood would all the time have a staff maintaining a tally of that and fixing any points that crop up ASAP, however with the variety of different options they carry of their app, it is perhaps simpler stated than executed.
Because the retailers identified, the problem normally will get resolved with a name to their customer support, and their enterprise will likely be again on the app after that.
Sure, it will get annoying when you need to do it a number of occasions, however previous to the MCO, there have been no public complaints about this occurring, or at the least none that I’m conscious of.
It seems that this is perhaps an MCO-specific subject, and in that case, GrabFood ought to look into it and make clear the state of affairs with all its retailers.
3. Rider Fleet Administration Ain’t Straightforward
One motive why retailers use GrabFood is as a result of they’ve a big fleet of riders unfold out throughout the nation.
These riders are most likely organised in accordance with some components that’s unbeknownst to each retailers and prospects, and so we don’t understand how riders are delegated.
In keeping with GrabFood’s recent response post, when there’s a scarcity of supply riders, the system mechanically reduces the service distance/radius to make sure that individuals can nonetheless get their meals on time.
Should you stay additional away from a selected service provider, this would possibly imply that you’d be unable to order from them.
Alternatively, nevertheless, it additionally appears that often the alternative might occur, the place you’ll have the ability to order from a far-away service provider and never a close-by one.
Climate may play a task in how sure retailers are prioritised, because the remark under highlighted.
4. Seize’s Inner Administration In all probability Has Much less Say Than You’d Assume
In my line of labor, I’ve heard a number of tales from startups who’ve needed to flip away buyers and shareholders who simply weren’t the appropriate match for them.
Traders would possibly need to have a sure diploma of management over what the corporate does and the way it’s executed, and it’s as much as the corporate to resolve whether or not they need to commerce that management for funding.
I’m not saying that that is essentially the case for Seize, however I gained’t be shocked if the corporate is working in a approach that’s protecting its shareholders pleased.
In keeping with its CEO and co-founder Anthony Tan, a few of Seize’s operations are already worthwhile, however the firm is waiting to be fully profitable before going public with an IPO.
Within the time between now and that taking place, I imagine Seize is treading rigorously and defending the pursuits of its present shareholders for their very own profit.
You would possibly disagree with their approach, however not all companies are run the identical.
These causes are in fact solely my opinions, and I do know not everybody will agree.
Regardless of attempting to offer GrabFood the advantage of the doubt, I imagine that they’ll do some issues higher as effectively.
For one, it might be good if they may present a map operate within the GrabFood function earlier than you even place your order (not simply after), very like the one for GrabCar the place you possibly can see all of the riders within the space and additional out.
This might present extra transparency to prospects as effectively on whether or not or not they’re actually unable to order from service provider A because of a scarcity of riders in that space. For the time being, we solely have GrabFood’s phrase to go by.
One thing else that GrabFood acknowledged was the truth that, regardless of informing their retailers of the potential that they may have their companies labelled “Closed” throughout festive seasons, they didn’t trouble to verify if the retailers really received the memo.
They need to be extra proactive in guaranteeing that their retailers are on the identical web page, and after publicly saying this acknowledgement, retailers will make sure you count on this accountability from GrabFood sooner or later.
I believe it’s good that F&B retailers spotlight these types of points, as a result of they’re worthwhile discussions to at the least have, and will result in extra transparency throughout the system.
Whether or not or not that can occur is unsure, as GrabFood will need to keep away from being one upped by shut competitors like foodpanda.
Should you’re a buyer of smaller F&B retailers, you possibly can all the time amplify your help of them by making direct orders to the restaurant as an alternative and arranging for pickup if doable. This manner, they’ll at the least have the ability to totally revenue from our purchases.
- You’ll be able to learn extra on what we’ve written about GrabFood here.
Featured Picture Credit score: GrabFood