Late Deliveries Harm Your Business
Providing a delivery service is like getting engaged. Especially in the restaurant business. Once you start a delivery service, you become engaged to your customers as well as to your couriers. However, this engagement is fragile. It takes a lot of effort to establish and run a successful delivery service but if managed poorly, it can harm your brand and reputation in the long run. There is a fine line between a flourishing and a fruitless delivery service.
What should you avoid once you start a food delivery service?
Don’t count on guesswork. Guesses will not work with a delivery service. If you rely on guesswork, sooner or later it will get out of control. A delivery service is a process. A process that requires good timing, good supervision and good management. Good, at least.
Ask yourself why you decided to deliver. More profit? Well, that’s a good reason. And what do you need to boost your profits with a delivery service? Actually, many things… First you need a well-managed and streamlined delivery process from order placement up to your customer’s doorstep. Next you need happy customers. Without doubt, happy customers mean more orders.
“Build lasting relationships with your customers by providing a unique delivery experience“
How can you make your customers happy? Of course, firstly with a tasty meal. But tasty meals are not the only critical ingredient for customer satisfaction. Ultimately, it is the customer’s needs that drive everything. It is easy to think that running a restaurant is about running a restaurant, but really, it is about serving the very individual needs of each customer in a way that makes the experience good and enables you to make a reasonable profit. It is always about assembling the right products and services in a unique way to deliver these benefits to your customers.
“If the overall experience of your customers is positive, you win. Orders will come in more frequently, customer loyalty will increase, word of mouth will drag in new patrons and your brand will shine.”
Now it’s time to ask yourself:
Do you know your customers?
Do you treat them well with your delivery service?
Do you deliver on time?
“You should avoid late deliveries as much as possible.“
A late delivery really harms your business. According to our latest consumer research, we found that 6 out of 10 people who experience a late delivery when ordering for the first time would not order again from the same restaurant. And 90% of respondents answered that if they experienced a late delivery from their favourite restaurant, they would need some time to get over it before ordering again. This means their ordering frequency is lowered significantly. It’s alarming.
Do you know how many late deliveries you make per day, week or month?
Please be honest with yourself. If it is only a guess, it is not correct. You need full control over your delivery service. You need to know exactly how many deliveries were late. You need efficient tools to measure this critical performance indicator since it determines the difference between a profitable and a fruitless delivery service.
What does a late delivery mean to your customers?
Based on our consumer research, we found that 87% of all orders are delivered in 60 or more minutes. But expectations are different. In a perfect world, 92% of respondents want their food delivered between 15 and 30 minutes from placing their order.
Yes, this might be really challenging because we don’t live in a perfect world. But the message is clear. Those who can deliver most of their orders in a shorter time will profit from their delivery service more than others. The demand for delivery services from the restaurant industry is increasing significantly. If you want to leverage your delivery service, you should look for a solution that will help you do it right.
“Because your customers deserve an outstanding delivery experience.“
Check out what the Orderlord Delivery Management System can do to boost your delivery service in a way that will make your customers stick with your brand.
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