Jollibee sacrificed Quality for Money

This morning, I came across this Blog post on Dateline Davao: Jollibee’s “Buy1,Take 1″ Promo Takes Davao By Storm

Jollibee’s “Buy1, Take1″ promo has taken Davao City by storm, both literally and not.
Hundreds of Dabawenyos flocked to the various outlets of Jollibee for the food retail giant’s one-day promo. The promo includes the following product sets: Burger and softdrinks (54), French Fries and softdrinks (@P55) and Spaghetti and softdrinks (@54).

Having a promo is a great way to entice your customers to check out your product, and yes, increase your sales. But based from experience, those products that are included in the sale have poor quality. And they are just being sold to just get an amount out of it instead of throwing it away.

It seems that this is just a Local Sales Marketing strategy (as Jollibee’s Official website do not contain any information about this promo). Based from the banner, the stores/outlets are celebrating its 16th year. I think those stores which joined the promo belongs to only one franchisee. So the promo has the objective selling the products at a low price as a way of thanking their customers (plus added sales of course…)

Unfortunately, it seems that they had to sacrifice the quality of its food and service. Here are some more observations on the post…

The Jollibee Matina outlet (outside Centerpoint) was selling the promo sets yesterday but anyone who took the time to check out the drink would feel bad since the soda was not cold.

What is worse though is a softdrink that’s not even cold enough to quench the thirst when that is its primary purpose.

If there is something worst than this, then it’s the attitude of the Jollibee staff (a girl who is partially hidden in the photo) at the take out counter. Take this dialog:
Customer: Ms. pwede pakipalitan ang drinks kasi hindi talaga malamig

Jollibee staff: ganyan talaga ang drinks namin—malamig na man yan ba

Customer: Ms. kahit tikman mo yang Coke mo di talaga malamig

Jollibee staff:Wala kaming ice eh.

One of the reasons why Jollibee is still number one here in the Philippines (aside from the pinoy taste) is it’s commitment to the quality of its products and service.

This is what they instill to every employee. I know because I worked for Jollibee for almost 4 years. I’m proud to have worked with a great Company. I still carry with me the values that they have imparted to every employee. That’s why seeing or reading these kind of stories saddens me.

I just hope that this doesn’t happen again.

First Pic from Pagsanjan.gov.ph (as per reader markku, the pic was originally taken by him)

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Kuya winston, is this also one of the reasons why you don’t like eating at Jollibee?

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Update: December 05, 2007

I received a call from the Manager of Jollibee Matina this morning.

She wanted to apologize for the above incident. I told her that it wasn’t me who experienced this and that I only read it from Dateline Davao. I told her that I will give the contact info of the blog owner so that she could talk to her personally.

Thru this blog, she wanted to apologize to the customers of Jollibee Matina that day..

On behalf of the whole Jollibee Matina branch family, I would like to apologize for any discomfort that you may have experienced with the food and/or the service.

She said she has already talked to her staff and informed them of this incident and its effects on their branch and Company as a whole.

She also said their crew/staff was tired and exhausted from the days work during that day which may have caused this incident but given that, they will try to avoid this in future events.

This is one of the traits/values of Jollibee, giving importance to its customers..TOTAL CUSTOMER CARE. They admit their lapses and apologize.. with this, they win their customers back.

They also give high importance for the quality of their products and service, which unfortunately, they had some lapses that day.

Thanks for the call mam.

Again, I hope that this incident does not happen again. And I think proper planning and additional manpower is needed in events like this – and also.. give the staff the much needed break.. =>