Sometimes we just have to wonder what Nashville Postmates manager Andre Moore was thinking when he hired/approved some of these folks to be Postmates. As their community manager, even if he didn’t have a direct role in making the final decision – he has observed this behavior over and over and they remain in the good graces of Postmates. Imagine seeing or hearing your employees or contractors under you making disparaging comments about customers, the merchants, and constantly complaining about tipping, and making a habit of declining orders and getting them reassigned just so someone doesn’t want to deal with a particular customer (increasing wait times, customer service, etc…). Here is what Andre has observed in the (unofficial) Nashville Postmates Facebook group (The official one was dismantled a few months ago because of some corporate/employment issues so the Postmates made their own private group, then invited their PM Employed Community Manager, Andre, to be a part of it – bypassing the official removal of the company ran groups)
So, Postmates – these are the folks you have working for you in Nashville – their fully uncensored take on customers, customer service, tipping, and the merchants:
In case you were wondering, Postmates judge their customers – it’s only human, right? Also, here we meet Dylan Rowe (the king of rejecting orders and being lazy):
Postmates don’t mind if you don’t tip – as long as you have to make an effort to find out how to not tip. Maybe they should work on providing better customer service so that people would want to tip:
Of the 3 of us in this office right now, we have all ordered Postmates at least once – and many of our experiences are the same, a simple hand-off of food, no thank you, no small talk just a confirmation of our names, and a ‘thanks’ as their back is turned and they’re headed toward the door. At least we use to get stickers – they can’t even brighten our days with those anymore.
Oh, dear Sam… we’re gonna bet the number one reason you didn’t receive a tip on half of your deliveries last week had nothing to do with the placement of the ‘No Tip’ button, but rather this amazing customer first attitude you have:
Remember Dylan, above? He and other Postmates have renamed ‘Bricktops’ in Nashville to ‘Dicktops’ – and while we may agree with the sentiment, once again, you’re talking about a merchant in the system, and your community manager is seeing this all go down. If you were in an office setting with your manager, do you think this would be appropriate ?
Rule #1: I must like what you order, or I will have it reassigned, which means someone else can deal with your order, if available:
Remember yesterdays debacle with the Pharmcy (which we got resolved for Postmates customers)? Here’s how some Postmates felt about it a couple of weeks ago – and by the way, if the Postmate gets you to cancel your order, or you do so for any reason, PM eats the cost, and the Postmate keeps the food. The more you know.
Are you famous? Because we gurantee that if so, the Postmates have been bragging about you – pretty much the only requirement is you be famous enough to warrant a Wikipedia page. Hello Patrick Carney – did you enjoy your postmates order? We’ve removed other private customer details.
Pretty much the job description for a Postmate is to receive an order from the customer, ensure it is placed by them or Job Support/CS, and to pay for it (Sometimes Job Support does this for them as a courtesy) and pick it up and deliver it – and to do this in under an hour, barring any merchant delays. However some people forget this is the job they signed up for – and constantly complain about their job.
Also, remember Dylan Rowe? Once again, he declines all orders from yet another merchant because it’s too much trouble for him to work:
To be fair, Dylan Rowe isn’t the only Postmate that loves to decline orders – he’s just the master of doing it. He’s in good company with Benjamin Rickle though, who declines downtown orders because he doesn’t want to deal with parking downtown – which is probably the EXACT reason the Postmates customer opened the app and tried to hire him to do what his job description calls for – for him to do all this on their behalf. Again – how does this continue day after day with your Community manager watching it happen, with no consequences?
We have to wonder how a community manager sees this happen (albeit in an unofficial forum of all his contractors) and doesn’t question how they are handling themselves with customers – or why they aren’t making any tips? Again, Andre – would would love to give you an opportunity to respond: firstname.lastname@example.org
These are just a handful of the Uncensored side of Postmates Nashville – So, are you ready to request a delivery? While we, like most of Nashville, were excited with the idea of Postmates, their delivery on the concept has fallen short – primarily from lack of proper management. What’s your experience with Postmates? Sound off in the comments: