DETROIT – The quality of your delivery operations is hugely important, affecting your internal efficiency rates and the quality of your relationships with your customers. In fact, studies have found that the quality of your delivery services can help you to be more competitive, win more clients and motivate repeat purchases.
As over 70 percent of consumers report that poor delivery would stop them from recommending a retailer to a new potential new customer getting your delivery services right is key. If you are looking for ways to improve the quality of your delivery services today, then this guide is here to help.
- Ask For Feedback
Working in the dark can be very difficult, which is why asking for customer feedback can be key when it comes to improving the quality of your delivery services. When it comes to soliciting feedback from your customers about the quality of your delivery services, it is useful to be as detailed as possible. For example, you should ask questions about every aspect of your delivery, from the experience of ordering online to the customer’s interaction with the delivery driver.
- Consistently Deliver Packages On Time
Studies have found that late drivers are one of the biggest causes of frustration from customers and are the main reason why customers leave negative reviews about delivery. When a customer is waiting for a late delivery, this can easily lead to feelings of frustration. A frustrated customer is likely to contact your customer service teams to ask for updates about when they can expect your delivery which can cause drains on the efficiency rates of your customer service teams.
There are two areas that you should focus on if you are looking to improve delivery times. Firstly, you should look at your packaging and warehouse operations to ensure everything is running as efficiently as possible. Then you should consider your route management systems. You might want to consider using some form of route optimization software to ensure that drivers are always taking the fasted and most efficient routes to ensure you are able to guarantee speedy delivery times. Not only will a high-quality route management system enable you to ensure that your drivers are able to take the quickest routes free from traffic, but it will also provide customers with real-time updates on when their packages will be delivered.
- Cut Back On Paperwork
Paperwork can be a real frustration when you are trying to improve the quality of your delivery services. Too much paperwork will slow down your delivery services which is why you should consider switching to a digital management system that processes your documents automatically.
- Ensure Packages Are Delivered Accurately
The second most common cause for complaints from consumers after lateness is issued with packages arrival. Delivering the wrong package to the wrong customers will not only cause them to become frustrated and disappointed, but it can also be costly for your business too. This is because delivering the wrong package will mean you have to process the return and then resend the initial order.
Mis-deliveries do not only occur when the wrong package is delivered to the wrong address but also when a customer is not home to accept the delivery. Offering proof of delivery can help you to avoid some of the issues that come from a customer not being home to accept their delivery. Proof of delivery can enable you to inform a customer that you have left a package with a neighbor or in a safe space, so you do not need to redeliver it.
- Keep Customers Updated
Keeping customers updated is not only a great way to improve the quality of your delivery experience for your customers, but it can also help you to maintain high levels of productivity in your internal teams too. The reason why keeping your customers updated is so valuable is because when a customer is up to date with the progress of their delivery, they are less likely to contact your teams. This means that your customer service teams have more time to spend on more demanding tasks rather than following up on the progress of deliveries.
- Respond To Demand
Being able to respond to the demand of your customers can be essential for ensuring you are able to offer the highest quality of delivery service to your customers. Being able to respond to load board demands as they come and find drivers quickly can help you to ensure that you are able to offer the highest quality delivery service no matter how suddenly the rise in demand comes on.
- Hire Happy Drivers
When you think about delivery, you are likely to think about the speed of the process or the quality of the package. While you might not spend too much time considering how your drivers impact your overall customer delivery experience, they can have an effect. Having positive and smiling delivery drivers can help to create a more positive experience for your customers, whereas a stressed and surly delivery driver will likely leave a bad taste in the mouth of your customers.
Of course, you cannot simply instruct your delivery drivers to be happy. To ensure you are able to offer the highest quality delivery service for your customers, you will need to make sure that you are treating your staff well. There has been controversy in the past about the pressure that delivery drivers are put under. Paying your drivers a good wage and not putting on due pressure on them can be the best way of making sure your customers have a positive experience with happy delivery drivers.
- Prioritize Orders
No matter the size of your business, it is unlikely that you will be able to fulfill all of your orders in one day. This is order delivery comes in. Creating a system that is able to respond to demand and assess when and which order will need to be prioritized can be essential for ensuring you are able to fulfill the demands of your customers.
Bio: James Daniels is a freelance writer, business enthusiast, a bit of a tech buff, and an overall geek. He is also an avid reader, who can while away hours reading and knowing about the latest gadgets and tech, whilst offering views and opinions on these topics.
