While Food Service Direct believes the process of sourcing supplies and ingredients should happen online, there are some aspects of the company that remain traditional, and this is best seen in the brand’s commitment to its customers. Customer Experience Lead at Food Service Direct, Dan Scott talks about the Food Service Direct Promise – why it was created it and what it means.
Dan Scott, Customer Experience Lead at FoodServiceDirect.com
Tell us about the Food Service Direct Promise – which of it’s 3 legs is most important in your opinion?Dan: I love all three of our promises and I’m proud to be part of a team that stands by them, but to me the Service and Support pledge is the most important because it’s what makes this a partnership. Buying supplies online from a new provider is a big change in habit for a lot of our customers, so it’s important for them to know we are there for them at every step. We promise a real team with no bots or complicated menus and buttons to press, just a dedicated team of representatives ready to help.
You’ve been at Food Service Direct since before this pledge existed – how do you think it enhances the customer experience?
Well – they say promises are made to be broken – can you give an example of when you felt Food Service Direct lived up to its promise?
It says you stand by the condition of deliveries – that is so important for refrigerated and frozen products in this industry. How long has Food Service Direct been shipping frozen and refrigerated items? Why don’t many others?
The promise says you assist in sourcing hard-to-find items. Do you REALLY help source? How?
Dan Scott is the Customer Experience Lead for FoodServiceDirect.com in Hampton, Virginia. When Dan isn’t working directly with customers to find what they need for their business, he’s outside spending time with his dog, Rex, who is sometimes called Sir Reginald.