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| | Quality | |
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| | Can I let the Cook to come over, if he is not carrying the MealStation ID Card? | |
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It is possible that our Cook might not be carrying the ID Card. The
least that you should do is to NOT allow a Cook that has been provided to you,
but has not been introduced to you earlier. For a MealStation Cook who has been
serving you for sometime, we advise you to inform us about the incident. We would
like to confirm that the employee indeed belongs to MealStation. |
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| | How many years experience do your Cooks generally have? |
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The Cooks that we have recruited have an experience of cooking in
homes for several years, but it varies from employee to employee. |
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| | If I notice unpleasant or unprofessional behavior from the Cook, whom should I report to? |
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Please contact us as soon as possible online, by email or by phone.
Click here to find the contact details. |
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| | If the Cook asks for some money or any other articles to borrow in emergency, can I give him? |
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No. All dealing with the Cook will be taken care by MealStation.
DO NOT give anything to the Cook. |
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| | Will you provide reimbursement for undesirable services (Cook not reported for cooking, taste of the food is poor, hygiene not followed)? |
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Please contact us for any such issues and we will decide what needs
to be done. Our objective is to ensure that you are satisfied. |
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| | Service | |
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| | Can I allow the Cook to be accompanied with any other MealStation Employee/Friend/or his Family? |
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No. This should not be allowed at any cost. We will NEVER send you
more than one person without calling you. This is to ensure your safety and security.
Please also inform us immediately. |
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| | Can I give any festival gifts or other gifts to the Cook? |
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Although we find this acceptable, we advise you to avoid
gifting our Cooks. |
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| | Can I have the Cook cooking a variety of flavour or cuisine on specific days of week? (e.g. Weekend) |
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Yes, it is fine if you want the Cook to prepare special items, but
we need to be made aware of this at the time registration. This will help in
identifying the right candidate for you and if needed, to arrive at the right pricing
for the job. |
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| | Can I leave the house keys with the Cook and ask him to come over and Cook at my house in my absence and leave the key with him? |
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We DO NOT advise this. It is understandable that you might not be
at home when the Cook arrives, but we suggest you inform about this to us beforehand.
MealStation will not be able to take responsibility in case of any untoward
incident. We work on the assumption that someone will always be available at
the time when our employee is serving you. |
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| | Can I take the Cook along with me for my family outing or other occasions to Cook at a different place? |
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No. We advise you to contact
us to find out whether we have such
an employee who is willing to travel. The employees that we provide serve at
different places throughout the day and hence they cannot be away for more
than the time allotted to serve you. |
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| | Do you provide rotation of Cooks visiting us to Cook or will it be the same Cook allotted for cooking at my place? |
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It is possible for us to rotate the Cooks depending on availability,
but we cannot confirm that it will always be possible. Please contact
us and
check whether we can arrange for it. |
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| | How do I inform you if I do not want the Cook to come home on a certain day? |
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How do I reach you, if I need to communicate any
requirement or check on the Cook? |
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Please contact us online, by email or by phone. Click
here to find the contact details |
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| | If I have few guests visiting me for few days, will you charge me for the additional amount of cooking done? |
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Yes. The additional cost will depend on the number of guests, the
number of days that they will be served and if any special food is cooked
for them. | |
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| | My office timings are not the same everyday can I contact the Cook on a daily basis and let him know the timing at which he needs to come to Cook on each of the days? |
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Our Cooks are rostered for serving at different places throughout
the day. That is why it is important that their schedule remains almost the
same. Any changes at one location will cause the schedule for the day to
be disturbed. Hence, changing timings everyday might not be possible. | |
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On days of emergency, can the Cook get a tiffin box
of cooked food and not Cook at my place? |
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No. Cooks can only prepare food at your location. | |
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| | Should I arrange the raw materials and fuel or will you arrange for all basic equipments needed for cooking? |
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Will you be able to arrange for the equipments, fuel,
raw materials required for cooking, if requested and paid extra for? |
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The service that we provide does not cover arranging for raw materials.
We might be in a position to arrange the raw materials, but we will not be
able to arrange fuel and equipment. | |
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| | If I need to go out for sometime for an emergency, can I leave my children with the Cook for a few hours? |
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No. This is not at all acceptable. Please do not compromise safety
and security of children by taking such a step. If for any reason you are
not going to be present at home, please inform us in advance. If possible,
we will try to change the timing of the Cook to ensure your availability
at home. | |
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What is a service guarantee? |
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If for any reason, the Cook provided by us is not able to continue
serving you, then we will provide a replacement Cook with similar specifications
as provided by you at the time of registration. This might not always
be possible due to various reasons. In such a case, we will arrive at
a mutually agreed solution. Our objective is to minimize your inconvenience
to you. Please read the terms & conditions applicable while receiving
our services. |
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Payment |
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Do I get a discount if I refer another friend to
avail services from you? |
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Yes it is possible. Please contact us and we will explain how you
will be benefited. |
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How will the payment cycle work if there are any
cancellations from my end? Should I still pay the whole amount for the month? |
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No. Charges levied at the end of the month will depend on the number
of days served. Please contact us if you need any specific clarification. |
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Will the service fee refunded once the contract
of service is terminated with you? |
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No. The service fee is charged towards the background verification
and other administrative charges towards providing this service. The
service fee will remain with valid for the duration of the Contract
period. Please read our terms
& conditions to understand the rules for
refund. |
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Outside Service Limits |
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Why do you prefer to be able to provide an alternate
Cook? Are you not sure about the first one that you provide? |
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Our usual procedure of recruiting Cooks is to do a comprehensive
background check on them. This includes calling up their past employers & taking
feedback on their punctuality, reliability & discipline (besides checking
attributes such as cooking skills). This to some extent does ensure that we
will normally not face issues of our Cooks displaying unreliable behaviour & hence
the need to be replaced.
Yet, we have faced instances when even after we followed all procedures, the Cook
provided deficient service & we could not provide an
alternate due to reasons such as unavailability or very specific Customer requirements. |
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What will be the lead time for you to provide
another Cook? For temporary arrangements it should still be possible
for you to send us a Cook from a little far off location. |
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Finding good quality Cooks is the biggest challenge that we face.
We have rejected Cooks for even small attitude issues because we know
we will fail if they fail. Some times, in a given area we have only a
single good Cook. Finding a good alternative might be very difficult.
The lead time for more common requests is usually 5 days, but more specific requests
has taken up to 15 days or more. Sometimes we have failed altogether! |
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What are the monitoring issues that you will face
for farther distances? |
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We insist that our Cooks come to our office on a weekly, fortnightly
or at least on a monthly basis to provide feedback on their work experience. This
ensures that we maintain a healthy relationship with our Cooks. Smaller problems
if fixed quickly prevent bigger problems.
Monitoring our Cooks for daily attendance is another important process.
It has the Customers feedback process attached to it. The attendance
card needs to be submitted physically at our Office. This means that
we need to meet our Cooks at least once a month. If the Cooks are reluctant
to come over to our office, the entire process fails.
Some of our Customers have requested a weekly grocery list to be
sent to them. Since most Cooks are not very literate, this list is difficult
to collect over the phone. Hence, we ask them to come to our office and we send
it to our Customers by email after having a discussion with the Cook.
All of these procedures are difficult to follow over a distance. (We have actually
faced issues such as a Cook in need of a job from us not coming for an interview
due to the distance!). |
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In your current model, are the Cooks geographically
located close to the Customers? |
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Yes. We intend to limit the radius of male Cooks to 5 kms from
their place of stay & female Cooks to 4 kms. This is the reason why we started
with South Bangalore since the concentration of Cooks is higher here. |
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If I choose to go ahead with your services, would
you be able to guarantee the reliability and quality of the Cook? If
so, how would you ensure the same. |
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The most prominent problem that we face is Reliability
of Cooks. This has been proven true from our experience. Hence, rather
than guaranteeing the reliability, we will be able to provide you a subjective
assessment of the Cook who could be hired to serve you. You can then decide whether
you want to go ahead with the Cook.
Cooking Skills will assessed more accurately based on past employer feedback & from
a Safety point of view, we will have followed all our procedures without fail. |
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| last updated: Nov 10, 2009 |
