What Delivery Boy mean to an e-Commerce company ?

Don’t you think that we lucky enough to witness the world changing at rapid pace ? Some years ago, we even can’t buy a pen without testing that on some spare sheet but today we use to order expensive mobile phones, electrical appliances, clothes, grocery, fruits and even Bikes and Cars also. So, now the time is changing and our way of thinking as well.

Just tell me, who is the most important person in whole process when you are buying something online and then getting that thing at your doorstep ?

For me, most important person is that delivery boy, who is coming to my home and delivering the happiness to me. If I am lucky enough to have a well dressed and smiling faced delivery boy with my packet then that feeling would force me to give ***** rating to that e-Commerce portal, shopkeeper and to that product as well. But if that experience is not that good then I would think twice before writing any review or most probably I will not write anything.And at last, if I am having a bad experience with Delivery Boy then I am going to write worst review #$%#####$$%%% without wasting any time.

Now come to e-Commerce company and the thinking of operations staff of that company. Operations staff just have target to recruit the number (head counts) of delivery staff, on other part they just need to make sure timely delivery. Operations staff need to make sure that delivery should be without any physical damage to product (no matter what damage at emotional level to staff or customer. And no matter what damage done to reputation of brand). So they never bother or can say, they don’t have time to bother. They don’t have time to train their staff about behaviour, personal grooming and other related things.

Some or all companies also have norms for staff and they use to force those norms. But do you think that you can force something to ground staff, specially to staff who is working on third party’s payroll? (Actually 99% of cases, delivery staff use to work on third party or vendor’s payroll). So answer to previous question is NO, obvious no. Hence you can’t force delivery staff to follow the rulebook.

So the only way to make your delivery staff behave proper and to make your staff groom perfectly is

1. Make them feel their importance.
2. Tell them that they are the running brand ambassadors of company.
3. Tell them that company is not running form head office, actually company is running on that two wheeler.
4. Raise a feel of pride and satisfaction (after good work) and that would increase their zeal to do their best.
5. Encourage them by rewarding them on weekly/monthly basis.

On other hand, company also need to give more respect to their ground staff. If you start giving respect and importance to your ground staff, they will make you what you dreamt to be.

Always remember,

That Delivery boy with a large bag, running on a slim two wheeler, is real brand ambassador of your company. So value him, Value your brand.