A guide for cooks and cooks

Easy to open kitchen in  FressRoom. In a few simple steps you can start a profitable business and reach many customers who crave home-made, personal, delicious and quality food (and comforting of course).

• • Enter the area of ​​the cooks [link]
  • Enter your email address and the temporary password you received in the email
  • Fill in all the details

• • You decide which dishes to cook. You should choose dishes that you know and love to cook - and get compliments on them.
  • Think of dishes that can be heated (in a pot, oven or microwave), easy to pack and taste and their shape will be good after they arrive at the customer's house (a hamburger for example, does not travel well and will arrive at the customer's house soft and not crispy).
  • It is recommended to vary with different types of foods so that people will want to then order many different dishes.

• • At FressRoom we present you, the cooks and your dishes [sample link].
  • In order for your kitchen to attract customers, we will accompany you all the way, with explanations, tips and support [link]
  • You should choose a name that will attest to you and your cooking style and that will be nice and simple.
  • In the description of the kitchen, tell about yourself briefly and about your connection to food, your love of cooking and from whom you learned to cook. People identify true and authentic stories and connect with them.

• • When the kitchen is completed, you will receive an email link to his address on the FressRoom website. Post it on Facebook, email or WhatsApp. The more you share the kitchen, the more they will know about you and order.

There are things that are very important to set up so that they are clear to customers, these will be the rules of your kitchen. They need to be clearly worded for customers.

• • How long in advance does it take you to prepare an order?
    If you can receive an order from day to day (for example, orders until 10 a.m., the customer will arrive by 18.00 p.m.) or from today to tomorrow. Extra large orders require several days of preparation. Remember that if you have committed - you must meet the deadlines.
  • What is the minimum order?
    Usually 4 servings are the economically worthwhile minimum to order. In some foods the minimum may be higher.
    Need to determine what minimum order toPickup And what is the minimum forShipping.
  • If you want to encourage customers to place large orders - you can give a discount (of 5% for example) on an order over a certain amount or send a small gift (a box of cookies, bread you bake or dessert) or a discounted delivery for very large orders.
  • On what days is your kitchen active?
    Is it possible to order every day? Is it only for weekends?

• • After receiving the order
    When an order is received, you will receive a notification by email and SMS. The order shows all the details needed to make it.
  • Clarifications to order
    As a matter of principle, all the necessary details appear in the order. If you think there is an unclear comment or request, it is important to contact the customer.
    Clear communication is very important to avoid misunderstandings. If there are special requests that you can not fulfill, you should return to the customer immediately and offer him something else.
  • How to cancel an order
    When an order is received it must be delivered on time and with all the ordered ingredients.
    If there is a problem (personal for example) that you think prevents the delivery of the order, please contact FressRoom representatives at cooks@fressroom.com or WhatsApp 045-6186161, to address the issue.

• • How to resolve a misunderstanding with a customer?
    There are cases where customers are disappointed / dissatisfied / complaining and sometimes even angry.
    The customer experience is very important so it is advisable to make an effort to understand the problem and give it a solution.
    There are cases where the customer is undoubtedly right - for example if he received a dish that he did not order, or asked "without spicy" and received the spicy dish, or if the amount of dish was incorrect. In such cases one should apologize for the mistake and offer to send a replacement dish of his choice or a refund. Shipping should be done the same day or the next day. It should be remembered that "adequate compensation" should be at least about the same as the original portion and preferably also higher than that. It will pay off - this is how a disgruntled customer becomes a satisfied and returning customer.
    Food is a complex subject, taste is personal (likes dislike and delicious or not tasty, difficult to measure) and there are also expectations that are sometimes difficult to meet. Therefore, there will be cases where a customer complaint will appear to you unjustified or excessive. We need to remember that this is his experience and we want to give him a good service so that he can order again. In these cases the customer should be offered to replace the dish or give him compensation in the next order (this means he will buy again and the compensation will be a 25% -50% discount, at your discretion).
    In case of disagreement, the customer's referral will be to FressRoom's customer service, who will investigate the complaint with the cook or cooks and offer the best solution, so that the customer is satisfied and orders again.
    One should always remember that an argument with customers is a business argument and not take misunderstandings personally. When a customer is not satisfied, they should strive to please him (although sometimes he seems to be a "snooze"). Customers can be satisfied by sending an alternative dish or a discount on the next order.
    One should strive for complaining customers to become satisfied customers and understand what is the most pleasant way to vent their frustration.
  • How does the rating system work?
    We encourage customers to express their opinions, both about the kitchen and about the dishes they have ordered. The ratings are displayed on the website. Keep in mind that a satisfied customer (a customer who rates you highly), will come back and make more orders and also recommend to his friends.
    In order for a customer to be satisfied one has to make an effort, both to cook well and to give him good service.
    We have compiled for you some tips for good customer service [link to expand].
    What happens if you get a negative review?
    Even though you put in the effort, cook well and give good service, you received a negative review. This can happen and the right response is very important.
  • First thing - do not "return war".
  • Check the details for you - what the customer ordered, what his complaint is, what you think went wrong. The better you understand what happened, the more you can address the problem and prevent it from happening again in the future.
  • If there is a justification for a complaint it should be resolved by a soft response and adequate compensation (at least equivalent to the order ordered and more desirable. This way you will turn a complaining customer into a satisfied and returning customer).
  • In extreme cases there is no justification for the complaint and in these cases the public rating should not be responded to. In this case you can consult with FressRoom representatives.
    If you have received more than one negative review - you are in trouble. Something is not working well and needs to be addressed quickly. The FressRoom team will help you understand what requires improvement. Sometimes things are hard to change, but you have to remember that you have to make the change to get better.
    We see paramount importance in satisfied customers. A satisfied customer is important not only for you as cooks, but for all the kitchens in FressRoom. It is very important to maintain a good name for you and us.

How do you make customers happy and come back again and again?
In everything we do, we need to see the customer and his interests in the first place. The goal is to cultivate a good and lasting relationship with the client. This is true in any work with customers and even more significant when you do not meet the customer face to face and the purchase is made through the internet. The more effort you put in and the more you connect with customers, the more positive reviews, resale sales and customer growth will be.

Focusing on details

• • Before packing an order, check it again, make sure that everything ordered does exist and make sure that the packaging is closed properly.
  • It is possible to add a note to the customer thanking him personally for the order and it is desirable to add some small chopper who will feel that he has received something beyond what he ordered.

Put yourself in your customers' shoes

• • Imagine the customer receiving the order, being impressed by the packaging, opening it.
  • Think of the customer heating up the food, serving it to his or her children or guests, or eating it during the lunch break at work.

A good, pleasant and tasty experience will accompany him all day. He will be pleased and order again. And yes, no less important, he will tell his friends. Will send them a WhatsApp link to your kitchen.

Learn and improve all the time

• • Every customer face, whether it is a complaint or a compliment or an offer for improvement, is an opportunity to learn what customers want and how best to respond to their desires.
  • If several customers do not understand the contents of a particular dish, it means that the name of the dish and its description need to be rewritten.

Be clear and accurate

• • The customer is impressed by your dish through the name of the dish, its description and its image. All of these need to be clear and mostly accurate. If you wrote fat consists of 5 ingredients, they should always be in the dish. If there is a problem due to a lack of an ingredient, you need to coordinate with the customer what the replacement will be, so that he is not surprised.
  • Names and terms familiar to customers should be used. If you are not sure the customer will understand a particular name, it should be explained.
  • If there is a delay for an exceptional reason, the customer must be notified immediately and get his consent.

Customer delivery is a very important part of the customer experience. No less important is the food or the packaging. The courier is the one your customer will meet face to face. A mission can easily become oppressive and disruptive.

Contact with the customer should be helpful and pleasant.
If you choose to carry out the mission yourself, you are committed to the same level of service as the courier company - update in the system that the mission is on the way, including expected arrival times and meet schedules.

Calculation of shipping cost

• • How much will the customer pay for the shipment?
    The customer pays 20 NIS for delivery.
  • Scope of order and shipping cost
    In principle the shipping cost is the same as a small or large order.
    You need to determine what is the minimum order amount for shipping and what is the minimum amount for self-collection. We recommend that an order for self-collection be a minimum of 4 packages and an order with delivery will be a minimum of 250 NIS.
  • Do you offer free shipping?
    We recommend not offering routine free shipping. Sometimes free shipping deals are clean. However, we recommend that you give a discount on shipping or the total cost of the order for extra large orders.
  • Self delivery
    You can carry out the mission yourself. It is very important to do the mission in the standard of an outstanding courier company. It is important that the customer knows that the order is on its way to him.
  • Pickup
    Some customers will prefer to come and pick up the order themselves. It is recommended to allow self-collection. In this case, of course there will be no shipping charges. The packaging of the order will be done in exactly the same way as it is done before departure for delivery. The self-collection coordination will be done according to the time windows you define and from which the customer will choose.

• • How do you see the orders that arrive?
    Whenever a customer orders food from your kitchen, you will receive an email and SMS with a link to the new order.
    It is very important to log in and view the order. See that the order details are clear to you and if there are comments that the customer has written, read them several times and see that you understand what he meant and can also fulfill the request. Special requests are the biggest source of mistakes and therefore extra attention must be paid to them. A customer who asked for his patties to be without coriander, for example, means he really does not like coriander. The preparation of his order will be done with attention so that there will be no mistake and he will be satisfied. If the client's request is unclear, one should contact him and find out what exactly he meant. If there is a request that cannot be fulfilled, it should be written to the customer and if possible, offer him a replacement.
  • How do you mark the status of the order?
    It is important to us that the customer knows that his order is being processed. Everything marked in the system related to the order is displayed as an order status for the customer.
  • cancel reservation
    Customer can cancel the order in the period between placing the order up to 24 hours before shipment. Any cancellation made by the customer 24 hours before shipment or less will be charged the full cost of the order.
    The cancellation will be made through the system and with the knowledge of FressRoom's customer service.

We see great importance in the way the order is packaged. This is an important part of the concept of customer service and attention to every detail. The packaging will only be done in boxes intended for packing food and new bags (and not bags from the supermarket or other places and certainly not used bags). FressRoom stickers will be affixed to the boxes. Remember that the packaging is what makes the first impression when the customer receives the shipment and there is no second chance for a first impression.

• • Boxes
    It is important to match the size and type of box to the type of food shipped.
    When the box is finished, make sure that all the boxes are tightly closed and clean on the outside.
  • Stickers
    A sticker with the name of the dish will be affixed to each box - all sections must be filled in on the sticker.
  • A copy of the order
    Each order will be accompanied by a printed copy from the FressRoom website detailing all the dishes ordered.
  • Bags
    The order will be packed in new bags in an orderly manner so that all the boxes will stand straight and it will be easy to carry the bag.

Imagine yourself entering a deli, one that sells ready-made food, walking around it and deciding what to buy. Imagine this happening week after week. There are things you love and buy over and over and there are times you try something new. And almost always you add something small next to it, some topping or some delicacy, to pamper, to make it delicious and different.

Now imagine your customer going into the kitchen you set up for him here on the site, this is actually a virtual deli and he walks around it, debating what to buy.

Everything you have imagined will determine the dishes you will put in your kitchen, the order in which they will be displayed, their pictures, the description and the name.

Adding a dose

• • The name of the dish
    A short name that will indicate the contents of the dish and make people want to order it.
  • Description of the dish
    The description helps clients understand in one sentence (maximum 2) what is here.
  • Main ingredients in the dish
    As their name implies they are. What the dish mainly consists of. This is not the recipe. No need to go into a detailed list, just the main ingredients.
  • Portion size

Some dishes indicate in units and some the size of a container. These are the recommendations

[Complete table of units and container sizes]

• Calculation of amounts

Update or delete a dose

• How do I update an existing dose?

You can contact us and we will update or if you prefer to update it yourself The link to the guide

• Removing a dose

Photos of the dishes

• How to add photos?

Each dish can display up to 3 photos. If you want more than one picture, there should be a reason for it, that is, another picture that contributes to the desire to order the dish or understand what is in it.
You can send us the photos to add, or add independently. This is the link to the guide.

• How do you take good food photos?

This is the link to a food photography guide

Classification of dishes

• How do buyers find a dish?

Types of dishes