Delivery follow through how to own a bad delivery
Sometimes it happens. The night is moving along smoothly. The flow is flowing and the next pickup is just ahead. Furthermore, it’s a pizza delivery. It doesn’t get more basic, or fun, than the pizza delivery. Don’t forget the pizza heat bag. If you don’t have one, the merchant may have an extra. Just ask, once inside. From there, it’s taking a picture of the items in the order. And that’s easier to do in the store, just before leaving.
Next, clear the pending pickup in the app. This step opens up the navigation map for the courier. Additionally, it alerts the delivery customer that the courier is on the way. Now for the delivery drop-off. This part of the delivery comes with a little excitement. This is because the delivery completion will be soon. The sooner the drop-off, the sooner the courier is available for the next delivery. The more delivery completions in an hour, the greater the potential payout.
Furthermore, there’s nothing like getting a bill paid. Or making enough extra dough to save a little for a rainy day. In fact, this feels like a good time to pick up the pace. Getting additional delivery completions is definitely a motivator. Therefore, the arrival at the drop-off location is more of a formality. The drop-off is meet at the door. This means a wait at the door while the doorbell does its thing. While waiting, an awful discovery happens.
Delivery Follow Through
While waiting at the door, an awful discovery happens. There is a moment of bewildered surprise, as the courier uncovers a mistake. A mistake that is easy to overlook. In fact, it is so easy to overlook that’s just what the courier did. However, the 2 liter drink is clearly listed on the order, in the app. Moreover, the door is almost open. There is no 2 liter drink, yet it’s listed in the app. Now what?
It is time to own the mistake. Even if it is exclusively the courier’s fault. Although it does happen, that doesn’t mean it is an acceptable delivery completion. If part of the delivery is missing, then it is technically an incomplete delivery. There are many reasons why a delivery mistake happens. Perhaps the courier has more than one delivery at the same time. Or perhaps it is a really busy dinner rush.
Whatever the case may be, it is up to the courier to make an effort to correct the mistake. For example, returning to the merchant and getting the two liter drink. Likewise owning the mistake at the door is important. It lets the drop-off customer know that the mistake belongs to the courier. From there it’s about the follow through to a remedy of the situation. In fact, it may work to benefit of the courier.
How to Own a Bad Delivery
Acknowledging the mistake is an important part of the remedy. Furthermore, it makes an even better impression when the courier works to remedy the mistake right away. Even if it is not possible to return to the merchant, owning the situation is a best practice. In the case of the two liter drink, the delivery customer has options in the app for a remedy. Likewise, it isn’t the first time a courier forgot a drink.
It’s the idea of keeping the delivery customer in the loop. And it’s about the follow through of quality service. This is the same thing as messaging the delivery customer for more detailed instructions, when trying to locate the drop-off. The courier is owning the situation. More detailed delivery instructions will bring about a quicker delivery completion. A quicker delivery is a win win. For couriers and customers alike. Stay safe out there.
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