Depending on the interviewers, you might expect this round to last anywhere from 30-75 mins. He said Mr. Xu often did the jobs no one else would, like 15 consecutive hours of customer support on New Years Day. Here are the most frequent job interview questions asked by HR managers during initial phone or onsite interviews. Moreover, I would motivate our delivery team to provide exceptional customer service, ensuring customer satisfaction and increasing customer loyalty, leading to increased word-of-mouth referrals. Im Joy Huang, an MBA student of the class of 2021. And you dont tend to just do that overnight. And so the obsession then kind of morphs towards what are the mechanisms were gonna build to allow speed, as well as the audit mechanisms that were gonna create to maximize quality. It was mostly not pretty, and it was laced with magical thinking. And, and I think that that was probably one of the earliest lessons I took were I think on one hand for me it was just hanging out with my mom. After all, maintaining a professional and empathetic demeanor throughout the process is vital to maintain customer trust.if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'projectpractical_com-box-4','ezslot_6',628,'0','0'])};__ez_fad_position('div-gpt-ad-projectpractical_com-box-4-0'); I believe that the safe handling of food is of utmost importance. Busy people. I was behind, I grew up in a community in Illinois that prioritized other things beyond the classroom, a lot of it was in sports and that taught me a lot. DoorDash 1 year 10 months Legal Process Coordinator . As DoorDash grows, he said, theres going to be more tension.. When Mr. Xu and his now wife were dating long distance, he bought 12 plane tickets at the beginning of the year to ensure they would see each other once a month. When you start with nothing and you could still grow triple digits, the only mathematical explanation there could be is that youre producing some profits somewhere, Mr. Xu said. And then I think the next evolution was really learning about skills in different teams. And you drove all the delivery for DoorDash in the in the first year to a year and a half. In this View From The Top podcast episode, Stacy Brown-Philpot discusses diversity, the gig economy, and leading with integrity. The way I like to explain to things usually everyone when you know, started were all born with zero market share. That they can create their own digital channels. Providing more detailed information about menu items and restaurant offerings. Interview process at DoorDash Overall experience Poor Excellent Easy Difficult Interview process length About a day or two 65% About a week 22% About two weeks 7% More than one month 3% About a month 3% Most reported steps They have no interview 58% Background check 49% Other 12% Phone call/screening 12% On-site interview 7% Least reported steps Get started with your Free Employer Profile. Being an attentive listener, I understand customer needs perfectly and provide solutions that cater to their satisfaction. And Tony, thank you for sharing your grit, your scrappiness and growth mindset with us. As is clear from the tasks listed above, it is quite a challenging job that includes a lot of decision-making. For instance, analyzing the delivery time data could reveal the bottlenecks in the process, including high-traffic areas, and suggest solutions to reduce delays. DoorDash said it had hired international call center workers to call in the orders, and it has told drivers not to tell the restaurants they were with DoorDash. What are the principles that you rely on as a leader during the toughest times? Lastly, I would double-check the order before leaving the restaurant to ensure all items are included and correct.if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'projectpractical_com-large-leaderboard-2','ezslot_7',630,'0','0'])};__ez_fad_position('div-gpt-ad-projectpractical_com-large-leaderboard-2-0'); In my opinion, customer satisfaction means ensuring that a customers needs and expectations are met or exceeded in a timely and professional manner. And I think thats really what starting a company really is and so, when I think theres lots of variants and youre learning pretty much on the fly a new job every week in the beginning, later on maybe every month, every six months, you really have to find other maybe first principles that have accumulated in other parts of your life to really get you over the hump at times. Therefore, I can confidently claim that I am conversant with the best customer service practices and remain composed under trying circumstances. And a business like DoorDash requires quite a lot of capital in order to scale. And so, I think thats the best you can do sometimes, because you dont get to control everything when youre not yet profitable as a company. Interview question for Associate General Manager."We want our Dashers (drivers) to wear Door Dash shirts. I think that was important. Tony Xu: Well, I think the first is to do the right thing, which often is probably the hard thing. 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Gardner Volunteer Leadership Award, Jack McDonald Military Service Appreciation Award, Overview of Long-Term Career & Executive Coaches, Overview of Alumni Consulting Team Volunteers, Overview of Stanford GSB Alumni Association, Overview of Companies, Organizations, & Recruiters, Overview of Recruiting Stanford GSB Talent, Overview of Leveraging Stanford GSB Talent, Overview of Internships & Experiential Programs, Overview of Alumni Consulting Team for Nonprofits, Social Innovation & Nonprofit Management Resources. My goal is to maintain a positive work environment and find a resolution that benefits everyone. And I think at the time, and were trying to remember, this is in 2012 maybe the startup garage class that we took, so almost eight years ago. And I believe at the time we said, would they pay $6 for it? And I think what most consumers know us for which we bring you lunch or dinner, or now increasingly, convenience items and grocery supplies and things like this. Joy Huang: Thank you both for the questions. I mean, these are tricky questions, where we first have to almost study the world first before we start, hopefully, bring value to different people inside that world. And for us, I think we always understood that relationship between what we were working on and what the outcome would be. And so, or I mean, I know were in a pandemic, but post pandemic, wheres the last, you know, parking space in San Francisco or Los Angeles? The Slack and Flickr cofounder shares lessons from entrepreneurship and life. Because the outcomes may not always be there every month or every week. Joy Huang: Its truly impressive to see that you took a lot of what other people might see as obstacles in stride, and then built this drive that we will also see in the story of how you created DoorDash. An interview with DoorDash is a golden opportunity to showcase your skills and qualifications and get employed at one of the most prestigious organizations. 911 dispatchers are the first responder to the emergency. DoorDash competes with companies like Grubhub, Uber Eats, and Postmates. Obviously, you have minutes to get this right and if you get a wrong you kind of have to solve it then in there, you cant, wait to, give you your password the next day or something. And really these documents are, you could think of them almost as hypothesis trees almost where were guessing what the problem is. With that, will now turn to student Q&A, I believe that Jenna is up first. We review 5 of our favorite Doordash interview. The company lost around $450 million in 2019, according to two people with knowledge of the financials who requested anonymity because the information was private. Joy Huang: Yeah, and we were just talking about how this young enterprising side view and I thought thats a great segue into how you later then also learn about other aspects of entrepreneurship at the GSB. In 2013, Mr. Xu, Stanley Tang, Andy Fang and Evan Moore, all Stanford students, were future entrepreneurs looking for a problem to solve. Our blog offers vital advice and recommendations on industry best practices. Working at DoorDash can be a rewarding experience for individuals passionate about food and customer service. And that the products that we had been building were very differentiated and industry leading. Whether thats buying a gift for someone, or starting an orphanage, or using the money and buying their kids something for school. Its only three questions. So, this is why, for instance, we have everyone at the company do deliveries once a month or do customer service once a month. I regularly review and track these metrics throughout the project lifecycle to ensure that we are on track to meet our goals. I used to attend to customer queries and grievances through phone, email, and face-to-face interactions. Whether you're an interviewer looking to improve your hiring process or a job seeker looking to prepare for your . Grubhub has adopted DoorDashs strategy of adding restaurants to its listings without their permission, though Matt Maloney, Grubhubs chief executive, said in October that the company believed it was the wrong long-term answer.. Nobody thought it was a good idea.. To be more specific, analytics case studies test your ability to. I also look for common ground and focus on finding a win-win solution that addresses everyones concerns. You will be asked to discuss your take-home assignment during this interview. We learned by doing customer service and when I think of thats kind of what we were doing when we were in Startup Garage. Because when you have lots of activity in the same geography, you have basically the the greatest density of work, if you will, the greatest density of work is what allows you to be more efficient and also achieve a lower-cost way of bringing things to places. All these factors together contribute to making the food delivery experience smooth and enjoyable for customers. And were trying to get to the lowest level branch and to really understand and were really looking for the disconfirming evidence to try to see whether or not were just confirming our own bias or actually were on the right path to seeing what the right problems are. And most of the time that that bias for action means its just focusing on what you can control. Were focused on improvementfrom moving faster to.css-epvm6{white-space:nowrap;}.css-epvm6{white-space:nowrap;} More, Copyright 2008-2023, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc. I do customer service actually every day because, sometimes its really hard just looking at the data to get to the digging. software development, computer shop, IT Company, IT Services company, phone shop, machine learning development, mining, graphic card sales. If the customer is dissatisfied, I will offer a solution in the form of a discount voucher or rescheduling the delivery. In this View From The Top interview conducted by Joy Huang, MBA 21, the cofounder and CEO of DoorDash explains why problem solving means focusing on the smallest details, like working out logistics issues by making deliveries yourself. I think just being transparent with information, which was something that happened far before I think we had difficult moments than when the difficult moments inevitably came. Based on this information, I would prioritize and implement new features and improvements, such as:if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'projectpractical_com-banner-1','ezslot_5',629,'0','0'])};__ez_fad_position('div-gpt-ad-projectpractical_com-banner-1-0'); I would also regularly test and evaluate the performance of these changes and improvements and use data and analytics to optimize the application and website for the best customer experience. Mr. Xu said the challenges were par for the course. I mean, I think one of the hardest things of what we have to do, is we have to digitize the physical world. You can work alongside governments and elected officials on that, but you cant control that outcome, but you have to be prepared for what the consequences are. I dont think the journey to solving some of the problems we want to solve of, you know, transforming every brick and mortar business, for example, is going to happen overnight. And so, I think unless you are maniacally focused on it, I think it is difficult to maybe make it all the way through all the ups and downs and so find something that youre obsessive about. Like many start-ups in the San Francisco Bay Area, DoorDash was born out of a Stanford Business School class project. This is called DoorDash Drive. One of the things that we found effective is really writing things down. We consider research to be the backbone of what we do at DD. Interviewers test your critical thinking skills by learning whether you can make decisions based on logic and then communicate your reasoning to persuade others to follow you. Combo with drink? But thats one half of the goal. We werent looking necessarily at outcome metrics per se. Maybe its tough to see in a one day or one week grading period, but you can see it. So its really hard to hire a CFO sometimes when, yes, I know I went to the GSB, but probably Im not a finance expert. Its really on us to really think about the dashers, the gig workers that we work with, and think more broadly than just our business, but also how we are impacting other peoples life. Its not like that you kind of have to solve it there and then and so we thought that if we can tackle the hardest problem first, that other categories, at least from a pure last-mile logistics perspective, would be easier to do. I value some healthy friction in debates as it uncovers new areas and broadens our perspectives. To give you a sense of what it felt like DoorDash, I mean it pretty much was 24/7 from March through June, where we had twice a day meetings across probably 20 or so workstreams. Are you improving on the skills? The quality of the delivery in terms of our timeliness and our speed and our accuracy as well as the affordability of the service. Maybe they wouldnt happen the same time period that we were working on improving the inputs. And when problems arose it classic asking five whys, analysis to get to the lowest branch of what the actual problem is because most of the time what we realized was in something that seems as quote on quote easy or mundane as delivery. Wait 45 mins for Mexican or get pizza? As a result, the customer was satisfied with the resolution and continued to use our service. SoftBank has repeatedly pushed DoorDash to merge with Uber Eats, a subsidiary of Uber, in which SoftBank has also invested, said a person with knowledge of the conversations, but no deal happened. This employer has claimed their Employer Profile and is engaged in the Glassdoor community. Mike Isaac and Kate Conger contributed reporting from San Francisco, and David Yaffe-Bellany from New York. And when we find that the data, I guess, conflict with what customers are saying that it just probably means were missing something. But these are skills that I had to go and try to learn from those who were the best to kind of form my own view of what that meant. Customer satisfaction is the foundation of a successful business and the key to building positive customer relationships. This information would prove helpful in determining areas that need improvement and optimizing the delivery process. Ultimately, my goal would be to find a solution that maximizes customer satisfaction while also ensuring the companys financial stability. The company sometimes dispatched Uber cars to pick up and deliver orders, according to two former employees. Well, again, crawl, walk, run, as I like to say. What were some lessons that you learned from that class that stuck with you? Whether that meant making friends, whether it meant becoming a chameleon and learning maybe what it was that was, I guess, important to that community. DoorDash and Grubhub have also discussed acquiring Postmates, which has separately filed to go public, but the companies disagreed on price, said people with knowledge of the discussions. Other merger efforts have flopped. I am passionate about the industry, and I am confident that these talents will enable me to make a valuable contribution to the team. PM basics such as product understanding . DoorDash also has a rewards program for its customers which allows them to earn points for every order and redeem them for discounts, free food, and other perks. The other reason why we started with food is we knew that something like restaurant food is very perishable. The first question is, what is your favorite class at the GSB? And, at the company, we tend to like to say, bring your data and your insights, but not necessarily your opinions. And so instead, we asked ourselves, you know, three questions: we asked ourselves is this a service that students or people customers would actually want? So, how did you consciously think about adapting your leadership style and making sure that you are still the best person for this company for this specific stage? We ultimately identified about 20 steps in the process and it really came from doing the work. Because the journey to building anything of meaning, I believe, will take years, maybe decades.. One of the reasons why we started with restaurants was, if the goal ultimately is to bring you everything inside your city in minutes, not hours or days, we thought it would make sense to start with what we had guessed to be the highest frequency category first, so that we have lots of activity. My all-time favorite food is Pizza. If youre an aspiring entrepreneur, I would say find something youre obsessive about, he says. And so, I think that these are small things when I look backwards, and I think what it taught me was that if you put your mind to whatever new thing it is and you may be either because of reality or because of putting yourself in that frame of mind to think that you have nothing to lose, theres a lot of upside. I think, I forget who studied this, maybe Im gonna blank on the author. And so when we started doing deliveries, we started noticing that wow, some restaurants are really, really fast and efficient and other restaurants take a little bit longer. I believe in pushing myself to constantly improve and grow, both for personal satisfaction and for the benefit of my organization.if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'projectpractical_com-leader-1','ezslot_10',154,'0','0'])};__ez_fad_position('div-gpt-ad-projectpractical_com-leader-1-0'); In my previous job, a customer complained about multiple incorrect orders within a matter of one month. As the market matures, they start making money, he said. Tony Xu: Yeah, I mean, I really dont think this is a story you can tell, back then looking forward, its only a story, maybe you can connect the dots looking backwards. It stresses providing quality service and support, being responsive to customer requests and inquiries and continuously striving to exceed expectations to build long-term trust and loyalty. New York and deliver orders, according to two former employees engaged in the first is to maintain a work... Do customer service practices and remain composed under trying circumstances, Stacy Brown-Philpot discusses diversity the. X27 ; re an interviewer looking to improve your hiring process or a seeker... And optimizing the delivery process that maximizes customer satisfaction is the foundation of a Stanford business class! Employer has claimed their employer Profile and is engaged in the Glassdoor community to improve hiring! 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