Proper training and encouragement is all it takes to be sure you have a Delivery Specialist instead of a delivery person. Anyone can drive a truck, ring a doorbell and carry a box into the home of your customers. But, is that going to cause your customers to return to your store? Worse yet, will a bad delivery experience cause them to go somewhere else for their next purchase? Repeat business and word-of-mouth advertising can generate large revenues for your business.
I have found that when you treat a person fairly they may tell a few people what you did for them. But if they feel you gave them a raw deal, they will tell everybody that will listen about how you disappointed them. This can have a huge impact on your business's profits. Making a favorable impression when performing deliveries is crucial to business success.
Over the past 25 years I have progressed from a driver's helper into a warehouse manager and along the way I've been very fortunate to have worked with some of the best in the business. The education I received from them taught me the importance of great customer service! Anybody can do a good job. It takes a professional to do a great job.
A delivery person will come to work and grab what they need and put it on the truck and go deliver it. When you ask how the deliveries went they'll say; "We made all our stops and we're done." "Can I go home now?" After their gone you may go out and check the truck and find it is full of empty boxes and the furniture pads (blankets) are not folded. Or, a customer may call about some damage they found after the driver left. They may also tell you that the driver was very rude. Maybe they got the wrong color sofa. We have all had these calls at one time or another.
Here are suggestions that you can provide to your employees to help them become a Delivery Specialist: