99% of you are great
So only a few tips
The importance of order accuracy
And unintended consequences
Sometimes items get forgotten, it happens
Restaurants get swamped
But after the app issues several credits or partial refunds to a customer. Some apps algorithms will cut them off, no more credits. Can you imagine as a customer, if something was honestly missing from your order. And customer support basically tells you to kick rocks.
And yes I know drivers once in awhile snag an item.
Why do drivers get so mad when an orders not ready?
Communication about actual order ready times between the app, merchant, and driver is spotty
One app in particular gives us a "pick up by" time, which should actually be labeled "arrive by time"
So that's fun
I'm not excusing drivers bad behavior, however waiting for orders literally costs us money. Ya we get a pay adjustment based on an hourly equation. But it's way more profitable to complete a delivery, and be on to the next one. If it's a few minutes no biggie, but 20 minutes is like driver death.
And sometimes staff is less than honest about the real wait time. And sometimes they can't pin down a time, that's fine. But when they can, it's better if we know the real time. That way we can communicate it with the customer. Many times customers take it out on the driver and 1 star them. Which has brutal effects on the driver, and it wasn't even their fault.
Are you a quick prep restaurant
It's pretty common now that once the order pops up in your POS system. It means a driver has accepted the order and is on the way. This is their attempt to prevent you from making orders that sit forever. Because they can't find a driver to accept the order. Drivers see the customers tip before accepting or declining the order.
Most apps use proximity dispatch offering, closest driver to the restaurant gets offered it first. That's why drivers show up two minutes after your POS gets the order. And their like why isn't it ready?
Tell em' their pick up by time, and your ready by time are usually different
So only a few tips
The importance of order accuracy
And unintended consequences
Sometimes items get forgotten, it happens
Restaurants get swamped
But after the app issues several credits or partial refunds to a customer. Some apps algorithms will cut them off, no more credits. Can you imagine as a customer, if something was honestly missing from your order. And customer support basically tells you to kick rocks.
And yes I know drivers once in awhile snag an item.
Why do drivers get so mad when an orders not ready?
Communication about actual order ready times between the app, merchant, and driver is spotty
One app in particular gives us a "pick up by" time, which should actually be labeled "arrive by time"
So that's fun
I'm not excusing drivers bad behavior, however waiting for orders literally costs us money. Ya we get a pay adjustment based on an hourly equation. But it's way more profitable to complete a delivery, and be on to the next one. If it's a few minutes no biggie, but 20 minutes is like driver death.
And sometimes staff is less than honest about the real wait time. And sometimes they can't pin down a time, that's fine. But when they can, it's better if we know the real time. That way we can communicate it with the customer. Many times customers take it out on the driver and 1 star them. Which has brutal effects on the driver, and it wasn't even their fault.
Are you a quick prep restaurant
It's pretty common now that once the order pops up in your POS system. It means a driver has accepted the order and is on the way. This is their attempt to prevent you from making orders that sit forever. Because they can't find a driver to accept the order. Drivers see the customers tip before accepting or declining the order.
Most apps use proximity dispatch offering, closest driver to the restaurant gets offered it first. That's why drivers show up two minutes after your POS gets the order. And their like why isn't it ready?
Tell em' their pick up by time, and your ready by time are usually different