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Breaking the Tipping Taboo

Tipping has always been optional at Munchery. However, for many of our customers, it’s something they just want to do, as it’s customary to tip for food deliveries.  It’s awesome that they want to give a tip, but even then there are many nuances about tipping to deal with and we want you, our customers, to have an exceptional experience without any unnecessary awkwardness.

www.cute factor.jpeg.scaled500 Breaking the Tipping Taboo

How much of a tip is enough?
The first two questions many people have are: “How much should I tip? Is it like tipping 15% at a restaurant?”

Other questions follow:
1.  What if I don’t have any cash on hand? Remember that embarrassing feeling of having to scramble to find some money while the driver waits at your door (perhaps quietly hoping you will find some?) Or how about having to apologize to the driver because “I’m sorry, that’s all I can find”?
2. What if you simply don’t want to pay any extra?
3. How much do I tip to get me past the “cheapskate” bar?

Many people conclude — “I have no idea, but I hope a couple bucks will do.”

Admittedly, the whole tipping experience is a lot trickier than it has to be!  

Do the drivers make enough?
Many of our customers have the well-being of our drivers in mind. They may have read horror stories about how drivers (and food service staff in general) rely solely on tips as wages. At Munchery, our drivers make a fair wage, which is contributed to by the modest delivery fee we charge as well as any additional tips they receive.

Tipping via credit cards
Starting a few months ago, customers were able to optionally extend a tip using their credit cards when placing an order. This created some new situations that needed to be addressed. First, customers wondered if our drivers knew how much of a tip they had already received, would that in any way change the level of service?  Second, when the driver arrived, the customer who had already tipped online often felt compelled to tell the driver that they had already placed a tip. Blurting out that fact was also awkward.

We want every customer to be equally treated, with the highest possible quality of service.

To ensure this is the case, we instituted a few key policies:

1. We are blind to any online tipping
Our drivers do not know whether, or how much, a customer may have tipped on a specific order. We purposely hide that information from the backend tools we use.  No one sees it, not even the co-founders!  Tip information is only made accessible when resolving specific customer support situations.

2. Every customer receives the best possible service
When showing up at your door, our drivers understand that you may have already tipped them online and thus never expect any tip in cash. This way you as a customer gain the peace of mind that you will be treated equally as well as any other customer, and that our drivers do not have any intention to solicit tips from you.

3. Delivery performance tracking
In addition to sending you an SMS text message a few minutes before arrival, our drivers digitally record the exact time of the delivery. We track delivery performance in this manner and manage our staff using this data along with customer feedback.

Generous customers who tip in cash!
We do happen to have a few very generous customers who tip by cash for each delivery. They have their own philosophies on tipping and our drivers are very grateful, of course. That said, we would like to point out that our drivers’ delivery routes are pre-determined to follow the best path that will ensure that ALL deliveries are completed as efficiently as possible. Thus, we recommend that if you would like to extend a tip to reward our drivers for continually doing great work, we encourage you to do so directly online when you place the order. No need to scramble for cash upon delivery.

We understand that with the above policies, we risk the chance that our customers will tip less. We know this breaks Econ-101 principles, but to us it’s not always about the bottom line. It’s about the awesome experience we want every Munchery customer to have.

We sincerely hope you continue to reward our drivers for a job well done. Our drivers still ultimately receive all of your generous tips, but only in aggregate form. With this setup, we allow you to tip when you desire and are able to, and not tip when you aren’t.  We never forget our mission — democratizing the personal chef experience.  And so, every customer is treated as the best customer, regardless of tipping.


Many thanks to Conrad Chu, Wyatt Wartels, and Erin Nichols for contributing. 

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Meet Chef Melissa Furano

melissa.jpg.scaled1000 Meet Chef Melissa Furano

Bay Area native Melissa Furano has been cooking fantastic meals for Munchery since last July. Perhaps you remember her via a dish of Moroccan spiced chicken, ricotta gnocchi, or roasted corn soup? This chef takes pride in her work and only prepares a set number of meals each day to ensure that food is made thoughtfully, and in small batches. It’s that mission to quality that had made her a great addition to the Munchery team. 

Learning To Cook
Melissa credits her mother for cultivating her love of food but mom’s kitchen tutorials didn’t include baking so Melissa, ever the go getter, taught herself how to create sweet treats in her trusty Easy-Bake Oven. 

What’s Hiding in Melissa’s Fridge?
We put Chef Furano in the hot seat last week and urged her tell us a little more about her inner foodie. We began by asking her to divulge the contents of her refrigerator which ended up being a pretty impressive list including: multiple cheeses like gruyere, parmesan, mascarpone, and Laughing Cow for snacking. Hummus also made an appearance along with spinach, lots of salad dressings and condiments, salami, edamame, Meyer lemons, herbs from her garden, and a whole host of miscellaneous items. Then Melissa alluded to her freezer being story worthy all on its own. Hmm…what could be hiding in this chef’s icebox? We promise to get to the bottom of that tale next time.

melissa blog image.jpg.scaled1000 Meet Chef Melissa Furano

Cookbook Keepers
When asked if she had a favorite cookbook, Melissa admitted that she really only used them for inspiration rather than the actual recipes but she does keep Martha Stewart’s Cupcake book on hand for creating birthday treats and admitted that it was the title in her library with the most kitchen related flour and oil smudges. Whereas her most treasured cookbook is a signed copy of The French Laundry Cookbook by Thomas Keller. Furano also stated that eating at Keller’s famed restaurant was one of the best experiences of her life.

For Your Market Basket
Finally, we asked Melissa what ingredients she most liked to shop for at local farmers markets and berries, eggs, stone fruit, and heirloom tomatoes made the top of her list. Looks like we have a good jumping off point for a Saturday morning trip to the Ferry Building!

You can order Melissa’s meals on Munchery and follow her adventures online at Twitter, Facebook, and Yelp.

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Munchery for Moms and Dads

empty fridge.jpg.scaled500 Munchery for Moms and Dads

Time. No one can seem to find enough of it today and that’s especially true for busy parents. The alarm goes off way too early, your feet hit the floor and your hectic day begins. You make breakfast, you find lost homework, feed the dog, corral everyone into the car and off to school, and then frantically try to get to work before your first meeting.

Meanwhile, your refrigerator back home sits cold and quite empty because you enjoyed a few precious hours of family time together on Sunday afternoon instead of slogging through the weekend grocery store crowd. Looks like you’re all sitting down with a meal of cold cereal again tonight…

Don’t you wish there was a magical being you could call upon to do your mealtime bidding like in one of your child’s bedtime stories? They could go to the farmers market, pick out the best vegetables, and carefully prepare dinner from select local and organic ingredients. What if we’ve made your wish come true?

munchery mosaic1.jpg.scaled10001 Munchery for Moms and Dads

That’s right, Munchery’s team of experienced personal chefs actually do all of the above and more. We get it. Many of us are parents too and we make homemade food you can feel good about serving to your family. In addition, our menu constantly changes. Every week there are new dishes for you to choose from, all very reasonably priced between $12 – $14.

Our stellar service also allows you to truly customize your delivery time and our conscientious drivers will call or text you when they’re close to your home. All you have to do is re-heat your meals and serve your hungry household. Give us a try! You might be living happily ever after sooner than you think.

[Empty refrigerator Image courtesy of Elizabeth_K via Flickr] 

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Another Pricing Update, and a Request

money.png.scaled500 Another Pricing Update, and a Request

We’re making a bold move this week — lower meal pricing! How low are we talking about? $12 to $14 each! Check them out for yourself!

We also want to assure you that, just as before, our chefs are still using the same high quality ingredients and cooking awesome well-portioned meals. Your enjoyment and satisfaction are always our top priority.

So how are we able to do this? The answer is simply volume. As demand increases and our chefs are able to cook more portions, they can better optimize their expenses and source their ingredients in bulk. These savings are then passed on to you, our valued customers.

However, our chefs need your help to maintain this pricing level. Munchery’s customer volume needs to be sustained in order for the lower prices to stay. Would you please consider helping us keep prices in check by recommending our meals to your friends and family? 

Your Munchery user account has easy-to-use referral links that will enable you to post unique Munchery invites to your Facebook wall and Twitter feed, or you can simply use the “email your friends” feature.

Either way, once your friend places their first order, not only do they enjoy a 20% discount but you’ll also receive 20% off your next meal too! 

We’d be delighted to serve new customers and in return for your help every Monday, for the next four weeks, we’ll reward the top five users who refer the most registered new customers with two free meal and dessert coupons (a $40 value). Look for the first five winners to be announced on Monday, February 20th!

This is a major step for us towards fulfilling our mission to democratize the personal chef experience. We hope you’ll join us and help spread the word. As always, please write anytime. We love your feedback.

Cheers,
The Munchery Team

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Red Velvet Valentine’s Day Giveaway

vday dessert1.jpg.scaled1000 Red Velvet Valentines Day Giveaway

Why shout at one another over the annoying din in a crowded restaurant when you can enjoy a fantastic meal, zero clean-up, and a decadent dessert right in the comfort of your own home? 

Our Valentine’s Day dinner packages are the perfect way to treat one another to a flirty night in. Who can resist tender roast chicken with champagne creme fraiche or rich cocoa rubbed pork tenderloin with roasted potatoes tossed in white truffle oil? Not me! 

But what really makes everyone giddy on February 14th is a holiday pass to enjoy a rich decadent dessert completely guilt-free. And speaking of free, everyone who purchases a Valentine’s Day meal from us will have the opportunity to win two exceptional red velvet cupcakes with a tall swirl of cream cheese icing.

To be eligible for this treat simply place an order for at least one of our featured February 14th meals and tweet the following phrase:

Roses are red, violets are blue, retweet this phrase @munchery and red velvet cupcakes may be coming home with you: http://tinyurl.com/86sjdnb

10 winners will be randomly selected and notified of your cupcake win on February 13th at 11:00 PM PST and then our staff will make sure your free desserts are safely packed and delivered to your home ASAP. Good luck! 

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Update on Munchery Pricing

Dear Munchery customers,

Starting Tuesday January 17th, we will be introducing a delivery charge as a separate line item on home delivery orders. Before you gasp and throw tomatoes at us, please read on.

Up till now, delivery expenses have been accounted for in the price of all our meals. We invest deeply to build an exceptional delivery experience (a professional delivery team who love what they do, SMS before your meals arrive, courtesy calls, always optional gratuity, etc). We’ve gotten tons of positive feedback from delighted customers raving about the Munchery experience.

So why are we talking about separating out the delivery cost from the meal cost? Transparency and value. Starting 1/17, featured meals will be reduced across the board by $3 and we will charge a modest $2.95 delivery cost. If you order a single meal, the net cost of your meal will be the same as before. Nothing changes. If you order two or more meals, your total cost will actually be cheaper than before!

Here’s the breakdown: 

Old Pricing: Single meal @ $18 with free delivery = $18
New Pricing: Single meal @ $15 with $2.95 delivery = $17.95

Old Pricing: Two meals @ $18 with free delivery = $36
New Pricing: Two meals @ $15 with $2.95 delivery = $32.95 (Cheaper!) 

With the new pricing, you will continue to get the same great delivery experience and save a few bucks while you’re at it.  We want to give our customers the best value they can possibly get for such a traditionally upscale privilege as having your own personal chef.

This is just the first step. Keep on the look out as we continue to democratize the personal chef experience.

As always, we love your feedback and hope you’ll write to us about this change.   

Cheers,
The Munchery Team

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