Although tips can be determined when a customer initially places an order, customer service and satisfaction play big roles in repeat customers tipping well in the future. Plus, customers often return to the diner app and increase their initial tip after a positive experience! Following these few extra steps toward increasing customer satisfaction may lead to more happy customers, meaning higher tips now and in the future for both you and other delivery partners.
Communicate if there's a delay with the delivery
Don’t wait for customers to contact you when orders are delayed. Be proactive and share an update if you know the delivery will take longer than anticipated. There may be any number of delays throughout the delivery process, from long order preparation times to traffic on the road. This is natural, and keeping an open line of communication with the customer can go a long way toward improving their order experience. Delivery partners can contact the customer directly through the Driver app via call or text.
Double-check orders
Small, uncomplicated orders may not require this step, but double-checking the customer’s delivery is essential when the order is large with many components and customizations. Also, ensure lids are secure and look for tears or leaks that may cause a mess. It’s also a good idea to check the packaging’s receipt name to confirm that you are picking up the correct customer’s order.
Store food properly
When an order includes both hot and cold items, we recommend separating the items and using insulated bags and coolers to maintain their temperature. Nobody wants to sip on a lukewarm drink that’s been sitting next to hot food, or have their dinner turn cold because it was placed next to cold soda cans.
Use the right delivery gear
The best way to cleanly and successfully transport orders is to use the correct gear. Consider utilizing insulated bags that are different shapes and sizes to fit large and small orders. You can also consider purchasing reusable drink holders, coolers, cold packs to keep iced drinks and desserts chilled and a variety of food delivery gear directly from the Grubhub Driver Shop.
Don’t forget to add some extras
If possible, including a few optional extras into your customer’s order will help you earn brownie points. If the customer asked to include utensils, try to pack some extra napkins and cutlery. These are the finishing touches that may result in a more satisfied customer.
Follow customer delivery preferences
COVID-19 changed the delivery ecosystem, and many customers still prefer contact-free delivery. Be sure to follow the delivery instructions in the Grubhub for Drivers app to see if they ask that their order be left at their apartment door, in their building lobby, or on their porch and take a clear photo of the drop-off location.
