The courier standard for a better delivery experience.
The delivery experience is about the customer. Most of the time. The idea of providing a fast courteous service, is bread and butter for the courier. Indeed, the courier is always ready for the next delivery. Because each time there is a delivery completion, there is pay.
With this in mind, it is sometimes the pay that suffers when things get sideways. Furthermore, there are many occasions when things get sideways. One of the top reasons is an issue with a merchant. In fact, the issue could be related to parts of the merchant location. For example, the staff is regularly closing the restaurant early. Or regularly loses an order. Furthermore, there may be extremely limited parking. Or no parking at all.
That’s just a couple of the most common issues with a faltering merchant location. The bottom line is the cost in time. Additionally, the cost in terms of ratings. Delivery apps are creating new rating categories almost daily. Before long there will be a rating on delivery farts I’m sure. I’m not sure how they will do it, but I have every confidence that at least one delivery app will try.
The courier Standard
There are some pretty rough situations out there. Additionally, it isn’t always a merchant issue threatening a delivery completion. It might be a construction zone located in close proximity to a merchant. Or perhaps a merchant is behind the times in equipment which causes delays in receiving orders. Occasionally it is a new business and there is confusion with the business hours. This is evident when the courier arrives at a closed pick up location.
It might be miscommunication, however not every merchant location runs well. And not every location is well run. Sometimes these are nationally recognized brands. It might help to have a do not deliver list for them, because delivery pickups consistently fail with these particular merchants. Not only do pickups fail, but also it costs resources and time when they do. Additionally, this isn’t to say to never accept deliveries from them. However, it’s important to adhere to a standard.
In some cases waiting for a period of time will yield better results. If it doesn’t, it’s possible that the merchant just is not able to cash in on the delivery business model. Delivery requests must be prioritized. Speed and convenience is what sells the delivery idea to begin with. Furthermore, it’s what the courier expects when arriving. The long drawn out delay is more than a loss. It is also about future losses. While the delivery driver is facing a current delay, it sets back the entire delivery shift. With three five minute delays, the driver loses fifteen minutes overall. That is enough time to run one entire delivery.
A Better Delivery Experience
If someone has to wait one or two hours for a delivery, why would they want the service. That kind of delay cannot be considered service. For example, let’s say the delivery customer expected a delivery an hour and a half ago because it was for their kid’s dinner. Thirty minutes before the courier arrived late, it was the kid’s bedtime. Now the delivery is a bust. And little Timmy went to bed with no dinner. At least not the dinner from the delivery request.
Most people, ordering hot fresh food for delivery, expect it within an hour or so. The delivery driver has a mission to complete the delivery in a timely manner. However, the driver can only do so much with circumstances. Anything outside the courier’s control is unfortunate, but still shows up as a ding in the affected rating. For example, a long delay because of a traffic jam. The kind that is inescapable. However, the ding in the rating doesn’t care too much about the traffic jam. The courier was late. Ding!
With this in mind, the idea is to improve the delivery experience. A faster delivery is more timely. Additionally, it means the courier will see a quicker delivery turn around. Accepting offers from the queue, is where it begins. Recent experience is an important evaluation tool. Especially when it comes to choosing which delivery offer to accept.
The Courier Delivery Experience
This one is important too. In fact, it might be one of the most important things to keep in mind. The courier delivery experience is important. Furthermore, accepting a delivery offer from a delivery app, should be a confident decision for the courier. Having knowledge of various merchants and their ability to follow through on a delivery request is powerful queue insight. Additionally it leads to a refined selection process.
When the courier is confident in the pickup location it’s easy to push for more hustle. The alternative is the hurry up and wait model. Most couriers look for a way around that scenario. Because when the courier is waiting, the at home customer is also waiting. Couriers have many ways to help improve those delays. It isn’t always about declining the queue offer. Details in upcoming articles. Until then, stay safe out there.
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