5 mistakes delivery drivers make every day (and how to avoid them)

E-commerce keeps expanding as it seems to be the most convenient way customers choose to buy these days. With this expansion, every last-mile delivery company is trying to win business through timely deliveries, customer service, value for money, and a better customer experience. In order to achieve this they will keep on recruiting drivers that are able to help them achieve these goals.

Most people looking to do these jobs are aware there is no career ladder attached to it and think there is no reason to give their 110%. A good chunk will give their 100% and even so, some miss the point of what self-employment represents and can't see their job as a business to treat it as such. Running a business, or being self-employed means you need customers that will pay for your services, and putting the customer at the forefront of your business is the first condition of continuity. Without the awareness of this small detail, some of the drivers are being replaced and others keep on changing companies (customers) that fit their way of doing business instead of changing how they serve their customers to attract more business.

In this article, I want to talk about 5 common mistakes that lead to the high turnover of drivers in the delivery industry.

1. Attitude

Some drivers huddle together to complain about the negatives of their job and how unsatisfied they are with their customers. Complaining will only pile up reasons why they dislike what they do and why they shouldn't even try to give their 100%.

How to Avoid 

Nothing good is ever going to come out of complaining, because our minds bring to the surface the things we focus on the most and trigger the series of events thereafter. A good attitude makes the difference between a good day and a bad one. The more good days you have the better you'll feel about yourself. So, whatever others are saying or talking about, in your mind make a decision that "today is going to be a great day!" Today you will offer a great customer experience and this will ensure continuity in your business.

2. Failure to follow the procedure

All delivery companies invest vasts amount of money in finding the best delivery process that aligns with the governing laws and customer expectations. When they put in place a procedure it's because they believe that is the best solution for the success of their business and they expect drivers to adhere to it. Failure to do so leads to the company looking to find suitable service providers that will work in harmony with the goals of the company.

How to Avoid

Simply follow the process! There is no trick to it. You are paid to do a service and all you have to think about is what you can do to add to the process, and not to change it or find shortcuts. Even if you think that the process is wrong, the one that pays will not be pleased to see you're not doing what they're paying you to do. So, if you want their business, you now know what you need to do.

3. Ignoring Safety Precautions

Safety should be a top priority for all delivery drivers, but unfortunately, some overlook safety precautions in their rush to meet delivery targets. Ignoring safety measures can lead to points on their license, accidents, injuries, and even jeopardize the safety of other people on the road.

How to Avoid 

Always adhere to traffic laws and regulations, keep it within the speed limit, and maintain a safe following distance, especially during adverse weather conditions. Additionally, take breaks when needed to prevent driver fatigue, and make sure that the vehicle you're driving is roadworthy to ensure a safe and reliable delivery experience.

4. Failing to Communicate with Customers

Effective communication with customers is essential for a positive delivery experience. Some drivers neglect to inform customers about the location of their parcels, leading to frustration and dissatisfaction.

How to Avoid

If the customer is not home, instead of simply dumping the parcel in a "safe place" assuming the customer will find it... eventually, take the time to make a call or send them a text and ask them to tell you what is their safe place, or which neighbor they trust with their parcel. Whether you manage to talk to them or not, if left in a safe place or with a neighbor, make sure you send them a text with the location of the parcel and leave a note through the post. 

5. Mishandling Parcels

In a driver's eye, their van may be filled with "just parcels" but in the eyes of the customers, those are valuables for which they paid. Throwing the parcels around leads to items breaking inside and in the end to unhappy customers.

How to Avoid

Think of every parcel as if it was something you, your family, or friends purchased, and look after them as if they were yours. It's as simple as that.

Final thoughts

I know some of you reading this will think that it's easier said than done when you have a van filled up with parcels and limited time available to deliver them. To this, I say "Yes, you're right!", though keep in mind that every happy customer is one more reason for you to ensure business continuance.

On top of this, as with any habits you may have in your life, doing a good job over and over, eventually, becomes a good habit and soon you'll realize there is no extra effort to be added to an already good business.

Stay safe!