Customer Interaction Excellence

Goal: Equip drivers with the skills to leave every customer with a great impression, even if the food arrived late or wasn't perfect.

First Impressions

⭐ Appearance

✅ Clean shirt or jacket, no overpowering scents (food, smoke, strong cologne).
✅ Neat hair or hat; avoid chewing gum.
✅ Carry insulated bag visibly — signals professionalism.


⭐ Approach to Door

✅ Park safely and avoid blocking driveways.
✅ Walk briskly but not rushed, keeping food level.
✅ Make eye contact and smile if possible.


Knock vs. Doorbell Etiquette

⭐ When to Knock:

✅ Older homes with a loud, distinct door knock tradition.
✅ Customers with “baby sleeping” notes — use soft, rapid taps.

⭐ When to Ring Doorbell:

✅ Most suburban homes where the bell is clearly intended for guests.

⭐ Best Practice:

✅ If unsure, do both (light knock after doorbell). Wait 30–60 seconds before trying again.


Contactless Delivery Done Right

⭐ Follow Instructions Exactly:

✅ If the order says "Leave at door," place neatly, centered on doormat or table.
✅ Avoid leaning food against walls or doors — it can spill when the door opens.

⭐ Photo Proof Tips:

✅ Take photo from a respectful distance (no full interior view).
✅ Ensure address number or landmark is visible to confirm correct drop-off.
✅ Never include people's faces unless they are deliberately posing.


Verbal Interaction

⭐ Tone & Clarity:

✅ Speak clearly and at a moderate pace. Avoid mumbling.
✅ Keep tone friendly and upbeat — a simple "Hi, your order from ___ is here!" works wonders.

⭐ Phrases That Build Trust:

✅ "I made sure your drinks stayed upright."
✅ "I kept your bag sealed until now."
✅ "Everything should still be hot for you."

⭐ Phrases to Avoid:

✅ "Sorry, traffic was terrible" (frames the delivery negatively).
✅ "I think this is yours" (sounds unsure).
✅ "They were really slow" (throws the restaurant under the bus).


Handling Special Customer Situations

⭐ Elderly Customers:

✅ Offer to place the food on a table or chair rather than handing it directly if they struggle with mobility.

⭐ Customers with Disabilities:

✅ Speak directly to them, not just companions.
✅ Be patient if communication takes longer.

⭐ Aggressive Customers:

✅ Stay calm, keep a safe distance, and never argue.
✅ Politely suggest they contact the platform or restaurant for resolution.


Body Language & Non-Verbal Communication

⭐ Positive Signs:

✅ Upright posture, open shoulders, steady eye contact.
✅ Light smile, nodding when they speak.

⭐ Negative Signs to Avoid:

✅ Crossing arms, avoiding eye contact, heavy sighs, impatient shifting.


Ending the Interaction

⭐ With Tip Potential in Mind:

✅ A short, friendly close works best:
✅ "Thanks so much — enjoy your meal!"
✅ "Have a great evening!"

-- Avoid lingering for awkward silence or staring at them while they look for a tip.

⭐ Leaving Lasting Impressions:

✅ Remember repeat customers' preferences or names if possible.
✅ Even small consistency builds loyalty (e.g., "Nice to see you again!").