Dissatisfied customer and repeated calls
In previous articles on restaurant delivery management, we discussed the necessity of managing restaurant deliveries and its importance in increasing the productivity and revenue of restaurants. In this article, we will examine the issues that restaurants face in customer service and phone support. Customers who call to track their orders, customers who are dissatisfied with the delivery person's behavior and become your unhappy customers. Stay with us.
Customer Calls for Order Tracking
One of the problems that most restaurants and kitchens offering delivery services face is the excessive calls from their customers to track their orders. According to our surveys and research in this area, about 50 percent of survey participants expressed dissatisfaction with customer calls to track their orders and the delivery time of their orders.
Naturally, every restaurant should respect its customers' rights. Knowing the status of their order is also a customer's right. To solve this problem, you can inform your customers about the stage their order is in by sending a text message. We have explained this issue in detail in the article below.
Awareness of Estimated Delivery Time
When your customers receive a text message about the delivery of their order to the delivery person, they are very eager to know how long it will take for their order to reach them. Always remember that a customer who orders food is hungry! A hungry person does not have a high tolerance level. So it's better to deliver their order sooner so they don't completely give up ordering from your restaurant. To let your customers know the estimated delivery time, you can send them a text message like the one below, containing a link to track the delivery person. Your customer can track the delivery person's route on the map by clicking the tracking link and see the estimated delivery time. But that's not the whole story. You might be a restaurant that highly respects customer rights and sends them tracking texts and estimated times, but your delivery person arrives later than expected. Where is the problem?
You should note that managing your deliveries can increase your organization's productivity. Some issues that can disrupt the process of activities and order delivery include:
- Worn-out delivery fleet
- Lack of supervision over delivery performance
- Delivery dissatisfaction with timely settlements
We have provided complete explanations about the problems restaurant managers face with their deliveries and the issues deliveries encounter in the article below, which is worth reading.
Payment Method, Cash or Card?
Have you noticed when your customers call, some might ask you to send a card reader with the delivery person? You provide a card reader to your deliveries so your customer can comfortably pay the desired amount. The issue is that each payment method has its own specific drawbacks. For example, in cash payments, the lack of change from the customer, or the disconnection of the card reader in electronic payments can be problems that arise in payment methods. But the more important point, which often goes unnoticed, is the lack of recorded payments and the absence of reports on them. Now, what does this mean? Your restaurant delivery person delivers over 10 orders to your customers throughout the day. Of these, some customers pay the desired amount in cash, and others use the card reader. We reach the end of the working hours when your delivery person must hand over all payment receipts to the financial officer. This is where the main problem of the lack of reports for payments shows itself. Now, let's examine this problem from a different angle with another example. According to research and surveys conducted on our social networks, most business owners settle accounts with their deliveries based on commission or the number of orders delivered in a day. In both scenarios mentioned, it is necessary to have a complete report of the amount and method of payments throughout the day. So the main question is how can we have reports on payment methods? For this, you can use fleet management software like Logiico Fleet Management Software which, in addition to tracking the delivery routes and sending necessary information to the customer, provides us with complete reports on payments and daily invoices.
Order Delivery Confirmation
When a postal worker delivers a package to a customer, they ask the customer to sign a form to confirm receipt of the package. This prevents problems such as the customer claiming they did not receive the package. Some people always intend to cause trouble, and no matter how you serve them, they will always be dissatisfied with you. Your delivery person might bring an order for these types of customers, and then the customer calls your support unit claiming their order hasn't arrived! To prevent such incidents, some restaurants in Tehran ask customers to sign the order receipt after delivery. This way, the customer confirms that their order has been received.
Receiving Customer Feedback
Certainly, every restaurant manager wants their customers to remain loyal to the brand and services they provide. Your service quality might be very high, but what matters greatly to your customers is having their voices heard. You don't need to spend a lot for this. For example, one of the old restaurants in Tehran named Matbakh Qajari, by combining technology and providing unparalleled quality services, has managed to attract many customers. After serving food and payment, this restaurant sends you a text message containing a survey link. By clicking the survey link, you rate the quality of the food, staff behavior, and other aspects. This efficient and useful method can be used for your restaurant's delivery services, and you can see the results. In addition to allowing your customers to give feedback on food quality, you also need to be aware of how your deliveries interact with customers. We have repeatedly mentioned the example of Tapsi. The importance of this issue is that your deliveries need to have appropriate interactions with customers to gain their approval. With this method, you can categorize your deliveries based on the ratings they receive from customers and assign orders to those with higher ratings. This creates a competition among your deliveries to get more orders and make more deliveries.
Conclusion
Your customers are your main asset. Always remember that your customer who orders food does not have high patience, and you must be able to deliver the customer's order as quickly as possible. When your customer calls to track their order, it is your duty to inform your customer about the stages of their order. One of the best solutions for informing your customers is sending them a tracking text message. By sending a tracking text message, not only do your customers become aware of the order dispatch stages, but by clicking the tracking link, they can track the relevant delivery person on the map to know when their order will reach them. Cash and card payment methods have their own problems and drawbacks. The most significant issue is the lack of reports on the exact method and amount of payments. When you don't have accurate statistics on your payments, you will face problems in paying your deliveries' wages and your restaurant expenses.
