I'm all about bettering the working relationships of all parties involved. Sometimes just the way these apps are set up puts drivers and merchants in conflict
Or even drivers and customers sometimes
These apps don't always comprehensively explain how things really work to any of the parties involved
And sometimes they even spin things to the point of being an outright lie
So I'm going to fill in some gaps for everybody
"The Flier"
And,
"Drivers Are A Business"
Are good places to start
Or even drivers and customers sometimes
These apps don't always comprehensively explain how things really work to any of the parties involved
And sometimes they even spin things to the point of being an outright lie
So I'm going to fill in some gaps for everybody
"The Flier"
And,
"Drivers Are A Business"
Are good places to start
If a driver is just incorrigible you can take steps to block them from being offered delivery's from your restaurant. If you're one of the hot spots boy did that driver just make a bonehead mistake. The different apps make it more or less difficult to block a driver. They have to meet that delivery time promise they made to the customer. So some aren't in the habit of making it easy for you to block a driver. But some drivers are bad enough, that if you persist enough. The app will block them.
Remember this will shrink the number of drivers available to deliver your orders. So don't be willy nilly with trying to get drivers banned. Save it for when you're truly dealing with the most bone headed of drivers.
But trust me, there's lots of restaurants wondering why they don't see a lot of drivers anymore. Many times it's because of the attitudes of employees or management.
Honestly, those seals usually pop off of the paper bags by themselves anyways. So sometimes there pretty pointless in keeping a driver out of the bag anyways.
When it comes to missing items it could be any of the following three reasons.
#1 The merchant forgot it (I've been on your side of the counter, things happen)
#2 A scum bag driver snagged an item, this doesn't happen as much as you think though. Drivers are tip oriented, so they'd have to be an idiot to mess with a customers order.
#3 The customer is telling a fib in the attempt to get credits or refunds they don't deserve.
No matter which reason it ends up being, it does catch up with customers in a brutal way.
Customers will eventually (sometimes quickly) BE CUT OFF from receiving credits or refunds.
Can you imagine as a customer having a legitimate issue and being told "NO CREDITS"
But be careful how you present this subject to your employees. Employees with questionable work ethic may forget things on purpose. In an effort to reduce their work load (I've been in management, I remember how employees act sometimes)
And I can only semi verify this, but it's what drivers have collectively come to agree on. If a driver cancels an order mid delivery, and it's sent to you again by the app. Sometimes the original tip the customer left, doesn't get added on to the 2nd order. So now all the drivers being offered the order just see $4.50 base pay for a 5 or 6 mile delivery, forget it. We never know if we're picking up a remake order. Some drivers have high service standards and would pick it up, if we only knew it was a remake.
Cold Food Complaints:
Some drivers SUCK, and don't use insulated bags. Or they use a bag that is WAY to big for the order, without using dead space adjusters inside of it. Merchants can help with this issue by updating your merchant pick up instructions. Include requesting the driver use a hot bag. But DON'T actually try to enforce it when drivers show up. Some drivers are idiots and will argue with you about it. The idea is just for drivers to see it in the pick up instructions. And hopefully it encourages them get their heads out of their rear end, and start using hot bags.
For Pete's sake drivers are in the tip business, why wouldn't you have a collection of hot bags right.
Damaged Food:
Damaged food is ultimately like 90% the drivers fault. However in a few instances, I've had to ask merchants to correct something on pick up.
Some drivers do nothing to secure the order inside their vehicle. And then drive around like maniacs on a race track. Some merchants try to stuff 50 things in one bag, bag ends up looking like the leaning tower of pisa. This is a recipe for disaster. My creativity allows me to stabilize almost any crazy order you hand me. But drivers need to be confident enough to sometimes kindly ask "can you re-bag this please, it's a little tipsy"
The busier delivery apps sometimes offer drivers extra delivery's while assigned to a current delivery. When they cease doing this depends on the app. Some stop after you click the "order picked up button" Some will offer you extras at any point during the delivery. So it's possible the driver is waiting a few minutes, to see if the app offers them another delivery. Possibly even from your location if you're one of the hot spot merchants. This is a total driver jerk move, as now the first customers order is delayed by at least 5 minutes. And possibly a lot longer if they are offered another order. Because if it's your restaurant, you might of just received the order on your terminal.
Or the second restaurant may be late making their order.
There's no easy and solid way to prevent this. But coming soon in my package of mobile apps. Will be a way for merchants to let drivers know how they feel about certain issues.
Merchants, I have a business mind just like yours. So trust me when I say I'm about to make available to you some serious business tools.
Proving this happens is extremely difficult. But I sometimes accept low paying orders, even long ones sometimes. I had a conversation at a customers door one time and we discovered this had happened. (the order ended up being a re-make) I've delivered to him many times and he usually tips fat. I recognized the address so I accepted it even though it obviously had no tip. I thought maybe he's broke tonight lol. But after we talked about why the order took so long (re-make) We also discovered the $15 tip he left had magically vanished, and wasn't applied to the driver who actually delivered it "ME"
extra sauces
blacklisting
packing the bags
honest about ready times
order accuracy
hot bag issue
rude drivers
blacklisting
packing the bags
honest about ready times
order accuracy
hot bag issue
rude drivers