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It has often been said that the heart of Ocado is our delivery drivers. Our full job title is Customer Service Team Member (CSTM). When we bear that in mind, that is why we are so good at what we do. Our mission is to delight our customers.
Anyone who knows me and who has worked with me during my professional career, will know that I have always been passionate about delighting my customers. Doing that is what makes any business successful.
Recently, we were asked to complete a questionnaire to provide content for the public Ocado blog. The questions had been submitted by our customers. I was very happy to learn that my answers had been interesting enough to be selected, along with two other incredible drivers, to feature on the blog.
Our answers were cropped for the blog. You can see the blog post, as it was published by Ocado, here.
If you are interested enough to read my answers in full, read on.
How long have you worked for Ocado?
What do you enjoy listening to when you’re driving?
Classic FM all the way. The presenters are very knowledgeable about the composers and their wonderful music.
Do you like to chat to your customers when making deliveries?
Very much so. I learn something new every day and I meet some amazing people.
Which van do you like driving most?
Lemon – because I am a writer who loves alliteration. “Lance in the Lemon Van” appeals to me. I also believe that yellow is the cheeriest colour.
What’s your favourite Ocado product?
The new M&S ready meals and stone-baked pizzas.
What is the nicest comment that a customer has said to you?
It’s Ocado man! The service that we receive from Ocado is the best and you are the best of the best, Lance. Thanks!
How many deliveries do you do a day?
Averages out at about 18 but can vary from 12 to 26.
Where is your favourite place to deliver?
The New Forest during daylight hours but this is one of my least favourite areas when it is dark and raining. Bournemouth and Poole are good at any time. The open areas of Bath are lovely but I’m not keen on the tight, steep areas of that city.
What would you like us to know about your job delivering groceries for Ocado?
I love it when the customers show genuine delight when I turn up at their door with their order. I get upset when I am running late because I know that the customer experience is badly impacted. This is often because the route schedule is either impossible or too challenging and, occasionally, because there are unexpected routing, traffic or delivery problems. This can be very stressful.
What is your favourite memory from working at Ocado?
The first day that I was able to wear the full uniform. I am proud to be a part of the strong Ocado brand and I had longed to show that off in my dress as well as the van that I drive. Sadly, the first six months of service lacks that identity.