There is no doubt that you have a good product. You just need to be more proactive when it comes to communication with customer. Let me give you an example:
I ordered Pizza Hut online recently and the delivery time estimated was at 6.28pm. At 6.15pm, a Pizza Hut supervisor called me to first of all thank me for being their customer, acknowledged that I hv made an order, apologised that there will be a delay due to high order and limited riders to deliver. The staff was very professional, very apologetic, very polite and pleasant. I accepted it and thanked her for her call.
You see, lesson here is, if you indicate in your website that delivery is between 1-3 working days, then stick to it because that is the expectation. Otherwise, change it or call your customer informing tht there will be a slight delay. Not the other way round where your customer eagerly wait on the 3rd day for his product delivery and ended up with disappointment. Call your customer, communicate with them and inform them there is a delay and explain why in a friendly manner. Your customer will understand.
I spent time writing this and hope it gets into your customer enhancement strategy. Otherwise your competitor will be ahead of you soon.
Cheers and all the best,
Keat meng
Wing Heong BBQ Meat 回复2020-04-06
Hi Keat Meng, thank you so much for your feedback. We will take this to improve on our delivery speed. Very sorry for the slow delivery during this time. We are working closely with our team and DHL to deliver quicker.
a bit in-consistence as compared to what I have bought just before CNY2020 with the vacuum pack.
the free fross meat seem to a bit too dried as compared to the chicken fross I ordered.
Quality consistency is the key
Wing Heong BBQ Meat 回复2020-04-05
Hi KC, thank you for your 4 stars review, thanks for taking time writing your feedback to us. I will highlight this and forward to our quality control department to take note on the taste.
website mention will send the orders 2 3 days after the orders made, but end up take nearly a week the received the orders.
Wing Heong BBQ Meat 回复2020-03-29
Hi Eric, thank you for taking your time for writing feedback to us. We apologize for the delay on your deliveries. During this period of time, our team are processing orders as fast as we could. In the midst of the COVID19 lockdown, our workforce is down by 50% as a requirement by our government in order to control the virus spread. As all our bbq meat are prepared and hand charcoal grilled daily, we are slightly overwhelmed by the orders coming in however we strive to pick it back up to speed quickly. As for our courier DHL E-Commerce, we trust on their delivery speed however our account manager had notified about the slowdown in their delivery networks due to the same reason. We’ve been given some priorities by DHL and they are working hard to get everything delivered quickly.
Hope that you can understand that’s the reason why the shipment of your orders has a slight delayed. We wish to serve you again!
The shipping time was good. Wing Heong also follow instructions on the packaging which I am please but I am not use to the fact that each bak kwa was individually packed. Some may find it more hygenic but I was just surprised by it. Anyhow it is better, just lots of packaging. Thanks
Wing Heong BBQ Meat 回复2020-03-25
Thank you Sue Wen for your 4 stars review. We hope that you enjoy your Wing Heong BBQ dried meat. All our online orders are individually vacuum packed, the purpose of it is to keep the fresh-ness.
I specifically requested my order to arrive on 17Jan (Friday) and it is already 5pm and I still did not receive my order. How disappointing.
Wing Heong BBQ Meat 回复2020-06-11
Hi Janice, apologies on the slow delivery by Pos Laju as well as the slow down in customs clearance in East Malaysia due to the ban of pork products at the last minute. Our team was submitting documents and liasing with the authorities to have our products released to our customers. At this time your item had been cleared and now being at the Kuching transit hub. Tracking number ERB116930151MY . We had notified Pos Laju to expedite and deliver this to you. Kindly note that delivery slow down is normal during this season and we are doing our utmost best to deliver it in time. Our delivery calendar acts as a reference for customers and it is not a guaranteed delivery date with a 2-3 working days leeway. The reason being is that we use a 3rd party service and it is beyond our control to ensure delivery on the exact date. The delivery calendar also allows customers to delay the shipment being sent early. Shipments without the calendar date selection are all packed and sent off within 24 hours of purchase date. Hope you understand where we are coming from. As an apology for this mishap, we credited 3000 smile points equivalent to RM30 to your account. Thank you for your feedback and very sorry for this to happen. We will work better for you the next time around. We believe you have received the bbq meats in good condition. If you are satisfied, do consider editing your review on the experience again.
Not your wrong, but you are chooses wrong courier service, 8th jan until 14th jan 2020, im still not yet receive my parcel. How i give you 5 star review... late courier
Wing Heong BBQ Meat 回复2020-06-10
Hi Yong, apologies for the courier's lacklustre delivery. We've contacted and tracked your delivery. Our Pos Laju account manager informed us that Sabah customs had been slow to clear your package due to the upcoming CNY season. The delivery had been attempted on the 13th and 14th however no one was at the location to accept the parcel? This is the information we got from Pos Laju and we are working with them to have it delivered. Alternatively, it would be great if you could call them up at 1300 300 300 to help expedite this. We will continue looking for better courier services to East Malaysia and further improve our delivery services. We had shipped your parcel out within 24 hours of payment received.
As a token of appreciation, we had credited RM30 to your account. We hope to have you back. Again we would like to apologize on this mishap. Thank you and have a great day ahead! Gong Xi Fatt Chai! We believe you have received the bbq meat in good condition. If you are satisfied, do consider editing your review on the experience again.
overrated.
the BBQ bacon is not as expected. Too hard to chew and the taste is lighter compare to other brands.
Wing Heong BBQ Meat 回复2019-11-25
Hi Jane, thanks for your feedback, we are sorry that you have a bad experience on our Signature BBQ Honey Bacon Bakkwa. As everyone taste buds may be different. We constantly improving our bbq dried meat especially the Signature Honey Bacon that loved by generations since the first day. We hope to serve you again.
The stocks are very fresh especially the floss and dried meat, the biscuit are packed in very good bubble bag the only consideration that the management need to look into is the "Loh Poh Peng" as the biscuit is thin therefore it breaks easily, I had several pieces broke in a bag.
Wing Heong BBQ Meat 回复2019-11-18
Hi Amy Ong, thank you for your 4stars reviews! We appreciate the feedback you provided us in order to become better in the coming days! We will be migrating it to tins instead of in bag soon. :)
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