The real time connections that make a better delivery
It doesn’t take long to become familiar with a zone. Many couriers can remember a route after one visit. Throw in some repetition, and memorizing a zone is almost automatic. The same can be said for landmarks. In fact, long term road construction can also become a common attraction on a daily route. These are some of the connections that tie a courier to a zone. Or a city.
It might seem unimportant, to see a particular landmark, and then memorize it in relation to a location. After all, it’s all there on a screen that fits neatly in the palm. Other than traffic safety, who really needs to see where they are in real time? It sounds a little funny to say it out loud. However, it’s another thing altogether when it’s after midnight and it’s time to return from the maze of streets and miles just traveled. All of which were one way.
Of course it’s possible to use the GPS to get a useful route back into a familiar area. But what if there’s no GPS. There are some rural areas where there is no phone signal. So maybe it’s a no coverage zone. Or perhaps the phone is almost out of battery power. Furthermore, there’s no way to recharge it at the moment. This is when a landmark, or two, can make all the difference. Additionally, memorizing street names is a huge benefit.
The Real Time Connections
This article isn’t about a list of best practices. Nor is it a ‘how to’ article. Delivery apps are easy to use and accommodating to a solid delivery. However, a delivery is really only as good as the delivery driver. It doesn’t matter so much what vehicle they drive. It’s the follow through, and accuracy, that sells the delivery. And the convenience. However, the convenience is only convenient, because the delivery driver followed through, and was accurate.
With this in mind, the follow through is effective when the courier keeps the connections open. For example, initiating contact with the delivery recipient. It doesn’t take specialized customer service training to be in contact with the at home customer. Especially if there are questions about substitutions, or ‘out of stock’ items. Although this article isn’t supposed to be about best practices, this is one that counts all the time.
Here is the best practice: Contact the customer early on. Preferably, only a few minutes after accepting the offer. Even just a quick message of introduction will work. The idea is to get on the customer’s smart phone radar. There are two critical times in any delivery. The actual pickup at the merchant, and the time just before the drop-off.
The pickup at the merchant could hit a snag. For example, if the merchant needs to substitute an item, the courier is the point of contact. If the courier has already made contact with the customer, so much the better. It could mean less delay in response times.
A Better Delivery
It’s important not to underestimate a short delay in communication. Long delays cost time. Therefore, establishing positive connections with merchants, is another way the courier can deliver a better delivery. And getting into the mode of doing it early in the delivery is an effective way to manage the delivery. Making sure to confirm the delivery pickups while at the merchant location is a way to build positive connections with a merchant.
It is also about patience when there is a delivery rush or heavy volume of business. After the courier alerts the staff that there is a courier waiting for the order, a patient wait is the next step. Many merchants prioritize delivery orders so the wait isn’t usually a long one. It’s about keeping the connections open. Especially the ones that connect to the delivery customer. Also something to keep in mind for the faraway delivery. Stay safe out there.
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