14 March 2017
Five ways to improve your delivery service
In our previous blog
we looked at the various ways in which delivery can go bad and the consequences
of this happening. On the flip side, there are some real benefits to providing
an excellent delivery service – your customers are likely to use you again and
recommend you to friends.
To get those benefits, here are five ways in which you can
improve your delivery service:
1) Offer a sophisticated tracking system
Using, and promoting the use of, software such as the Podstar Electronic Proof of Delivery
(EPOD) system reduces the risk of errors with regards to delivery and as such
goes some way to ensure a great service to your customers.
This is particularly important to customers buying large and
expensive items - a system which tracks their product from warehouse to their
house could be the difference between someone shopping with you or going
elsewhere. The customer will have an assurance that on delivery a signature
will be required, so they know that if there are any problems they will be
2) Keep delivery costs down for customers
With so much choice as to where to buy for, customers
nowadays look around to find the best price for what they want to purchase.
When comparing costs, customers are now frequently not just considering the
price of the product they are buying, but also the combined cost of the product
and the delivery. Therefore, you cannot get away with having sky-high delivery
While it is not always financially possible to offer free
shipping, keeping costs as low as possible is essential. Examine all your
systems and processes with regards to delivery to see what you could do to
ensure that costs are as low possible and then pass on those savings to the
3) Give customers peace of mind and an assurance of accuracy
Using a system, such as the Podstar’s EPOD, provides a wide
range of benefits to your business and your customers. The GPS tracking
software allows customers to be able to track their delivery, giving them an
accurate understanding of when their parcel will be with them.
Furthermore, you can enable expected time of arrival text
alerts to be sent to your customer to keep them updated. In today’s busy world,
this can be a great advantage for your customers who no longer wish to have to
stay in all day waiting for a parcel which may or may not arrive.
4) Train your drivers in customer service
This is particularly important if you are an online retailer
and your customer has made their purchase via the website. Your delivery driver
will be the only person from your company that they have face-to-face contact with
and as such they need to be setting the right impression.
While the time they will spend with the customer is likely
to be short, a bad attitude can quickly come across. Train your delivery drivers
in how you would like them to behave, giving examples of how you would like
them to address customers and the type of conversations they can have. A couple
of moments of small talk can make a big impression!
5) Get feedback and use it to better what you do
Sending a request for feedback to a customer following a
delivery is a positive move. It says to your customer that you are keen to
ensure they got the best service and that you value their opinion. It also will
give you a lot of information to work with. Great feedback should be shared
with your business and particularly with delivery drivers if they are named
specifically. This can boost morale which, in turn, inspires your staff to keep
working hard and deliver a great service.
If the feedback is not so great, then use what you are told
to make some immediate changes, addressing what was wrong and working to ensure
it doesn’t happen again.
The Podstar EPOD system is a great way of providing a better
service to your customers, and will assist you with implementing several of
these recommended actions. To find out how it can help your business, get in touch with us today.