No Substitute for the Good Run
After a good smoke break, it’s time to get back on the road. Couriers spend a lot of time on the road. It’s part of the job. Frequent stops are also part of the job. There are, however, things that are not part of the job.
Oh snap this sounds serious, and it is, to a certain extent. The delivery experience relies heavily on relationships. Oh snap this is sounding even worse, but it’s not, and here’s why.
The solo courier has a relationship with an app. The app offers the courier delivery jobs, to complete within certain time limits. Furthermore, the courier’s main concern in this relationship, is moving cargo from point A to point B. Quickly and safely, as well as, intact.
Another relationship, in the delivery experience, is the merchant to customer relationship. This one is an important one, and doesn’t need lots of interference. The more simple the communication between the customer and merchant, the better.
No Substitute
Having another party, that neither prepares nor pays, involved in that relationship, is a disaster waiting to happen. Indeed, the less the courier is involved in the interaction between merchant and customer, the better.
Remember, point A to point B, cargo intact.
A good example, is if the merchant runs out of a particular item. If the item is an ‘entree or something significant, the customer may want to substitute. Additionally, the substitution will need to have details ironed out as well.
If the courier is trying to interact in this communication, it is no longer a delivery, it’s the courier handling business that is between the merchant and customer. That is not the courier’s job.
The merchant has an image and a reputation, as well as investment in the business and staff. Merchant staff can handle alerting their customers, of changes in their order. Furthermore, this applies mainly to hot fresh food deliveries.
The Good Run
The shop and deliver type of delivery, is designed to make it easy for substitutions. The customer merchant relationship still stands, but they have equipped the courier with the means to rapidly do substitutions.
However, this is not to say that the courier should never act as a bridge in communication. When it connects the customer and the merchant, it is effective use of the courier’s time.
It should be noted, that menu detailing, and payment options, and pricing, are best handled by the merchant staff.
Thank you to all the couriers who weighed in on this topic. Have an idea or thought on this topic? Comment below and share your insights. Stay safe out there.
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