POST-SALE SERVICE ARRANGEMENTS 1
Post-Sale Service Arrangements
Michael Spongberg
Liberty University
BUSI 520 Strategic Marketing Management
POST-SALE SERVICE ARRANGEMENTS 2
Post-Sale Service Arrangements
Most people think that after completing the payment for a product that the transaction is
compete. However, this is not the case because consumers expect a product to live up to the
expectations of what it is designed to do. Products whether they are inexpensive like a sandwich
or expensive like an automobile, they should be made to a standard. If somehow that standard is
compromised, then usually the company who makes that product has some sort of policy on how
to handle the mistake that was made. Post-sale service arrangements are put in place by
organizations to ensure that the customers’ expectations are met. Post-Sale service arrangements
can range from a service contract to replace parts or conduct maintenance, or they can replace
the full product. Post-sale service arrangements are key factors in customer service satisfaction
that helps with returning customers.
HelloFresh has a very hassle-free subscription cancellation policy when no longer
wanting to take part of their great meal delivery kits. HelloFresh allows for the customer to
cancel, suspend or delay any shipments of meals whenever they want, as long as the cancelled
order is done seven days in advance then all future deliveries will be cancelled at no cost.
Another feature that HelloFresh has to satisfy post sales service agreements is that if an
ingredient in the delivery meal kit is not up to a quality standard, all that needs to be done is to
send an email or call their customer service line within five days. HelloFresh will then determine
the best course of action which can include a credit or partial or full refund for the ingredient of
the meal box. HelloFresh also has a team of customer service representatives that have been put
in place to respond to any issue that may have arose from their meal delivery kit service with
complaints on third party consumer complaint boards. HelloFresh’s team of customer service
representatives direct the unsatisfied customer to send a direct email to the HelloFresh customer
POST-SALE SERVICE ARRANGEMENTS 3
service team so that their issue can be resolved directly with the customer. HelloFresh also has a
live chat feature that allows for you to get a direct answer right away instead of sending an email
and waiting for the reply.
Even though HelloFresh has a good system in place to help customers through an issue
that may arise with their meal delivery kit. The only options are to cancel their subscription with
no future payments or get some type of refund. A “study found that problematic experiences
reduce consumer loyalty across all industries by fifteen to thirty percent. On average, consumer
loyalty is likely to drop by about twenty five percent if the consumer has encountered a problem”
(Janjua, 2018). Knowing that a customers unsatisfied experience will most likely turn them
either off of the product as a whole or move to a competitor there is always more that can be
done to influence a customer’s loyalty when they are not satisfied with the product at a point in
time. One thing that HelloFresh could do instead of a credit or refund is to make a specialized
recipes that are only given out when there has been an issue and not in the general menu items.
This would allow for the customer to feel special and allow for the comfort of not only getting
something for nothing but also getting something special. Have a team work with the customers
profile so it would fit their taste but also let the customer know that the meal they are getting is a
special one of a kind meal. This would allow for a greater interest in what new foods and meals
HelloFresh could be cooking behind the scenes. This would also create bond between company
and customer that would entice them to remain loyal to HelloFresh. Most subscribton customers
cancel their order because they no longer feel they are getting the value for the money they are
investing into the product. Another way to help keep customers loyal and coming back to the
HelloFresh brand is by ensuring that if there is an issue with delivery, the food or the ingredients
that the customer is compensated by not just a refund but by something that shows that the
POST-SALE SERVICE ARRANGEMENTS 4
company is sorry and really cares. This will allow for the customer to feel like they are receiving
the meal kit delivery for the value that they paid for it. By showing customers that the company
cares about them the customers will remain loyal to the product.
POST-SALE SERVICE ARRANGEMENTS 5
References
Janjua, R., (2017). Service failures and consumer responses: exploring the antecedents of
consumer dissatisfaction and propensity to complain. Business & Economic Review. 23+.
Retrieved from http://bi.galegroup.com.ezproxy.liberty.edu/global/article/GALE
%7CA531055786?u=vic_liberty&sid=summon
Kotler, P. T., & Keller, K. L. (2016). Marketing management (Custom 15th ed.). Upper
Saddle River, NJ: Pearson, Inc. ISBN: 9780133856460.
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