It is not enough to hire warm-body reps that will simply drop off orders. If you want to build a great reputation for your company, consider these as important qualities for your delivery representatives:
1. Have valid driver’s license with a good record.
2. Possess excellent customer service skills.
3. Detail oriented and able to multi-task.
4. Strong interpersonal, written, and verbal communication abilities.
5. Proactively solves simple and complex problems.
6. Takes initiative, goes beyond expectations.
7. Enjoys educating customers about the company and its food options.
8. Trustworthy and professional.
9. Able to learn and understand new information quickly.
10. Familiar with your delivery area.
Perhaps the number one skill is the ability to evaluate a situation and be proactive.
Your delivery representatives will encounter problems without concrete solutions. When this happens, it is important that they are able to quickly and accurately evaluate thesituation and trouble-shoot on the spot.
Think about the last time you experienced bad customer service. For example, was your server cranky, impatient, and/or unknowledgeable about the menu?
What should have been an enjoyable dining out experience probably wasn’t because the server was having a bad day. You may not have returned and perhaps you shared the disappointing experience with others.
You do not want your delivery representative to have a similar impact on your customers.
Can you recall a time when you had an outstanding server who was patient, polished, and very knowledgeable about the menu? This was likely a very enjoyable experience.
You probably have returned regularly and recommended the restaurant to friends. Take-Away: A LOUSY service experience will ALWAYS be what your customers remember most—everything else will take a backseat.
For more tips and strategies on hiring and retention best practices in the foodservice and catering industry, please visit our website at www.thecorporatecaterer.com.
Mike Rosman will be teaching a half-day session on QSR/Drop Off Corporate Catering. Click here for more information.
