Recently, there is a controversial issue in everyone's operation, that is, the merchant delivers the meal on time, but the rider is late for various reasons, resulting in the food being cold and the customer is not satisfied, and the responsibility is not on the merchant, but the merchant is innocent and suffers from bad reviews, which is really unjust and a headache!
This problem must be a pain point for many businesses, and it is also an unavoidable problem in daily operationsHere is a list of 4 methods for you to learn these four methods to solve such problems easily.
Prevent it in advance
If the merchant has finished delivering the meal and the rider is still far away, it is best to communicate with the customer and the delivery boy in advance, *urge the rider to arrive at the store as soon as possible, and suggest that the rider greet the customer in advance.
Suggestion: The merchant must explain to the customer that the product will be late and the reason why the product will arrive late, and cannot deceive the customer.
In general, people are more tolerant of what they know in advance, and greeting customers in advance can make them mentally prepared and reassuring them.
Buy delay insurance for customers
Merchants can also open delay insurance in the background, and if the delivery is overtime, the platform will give customers a certain amount of red envelope compensationCustomer anger will also be greatly reduced.
Build a good relationship with the rider
Riders are an important bridge between merchants and customers, businesses should treat riders like family and friends, everyone sincerely respects each other, maybe they will give priority to the delivery of your meals if conditions permit, and be more careful to help you maintain your customers, even if it is just to send it to customers to say more "please use slowly".
Like managing employees,Only if you serve the rider well, the rider can help you serve your guests well, and everyone can go further than their hearts.
Consider reducing the scope of your delivery
Riders are always slow and late, which can also be caused by long delivery distances. Because most riders like to deliver in close proximity, which is efficient and will not overtime, therefore, don't be greedy for the delivery range of the store, slightly narrow the delivery range, and deliver the food quickly, and the delivery can also be faster, otherwise it is inevitable that the delivery will overtime.
Note: When contacting customers, merchants should pay attention to collecting effective evidence such as contact screenshots, audio recordings, WeChat screenshots, etc., to avoid other problems in the future.