LASTMILE [ INSIGHT ]
by Ariella Azogui Co-Founder, DutchX www.dutchx.com | 916-525-5273
Delivery Workers Are Your Biggest Asset In the fast-paced world of logistics, where every minute counts and customer satisfaction is paramount, your workers are undeniably your biggest asset. As the frontline ambassadors of your brand, they navigate through the intricacies of mid- and last-mile deliveries and create lasting relationships that can impact your company’s business. While investing in the well-being and satisfaction of your delivery workers is a matter of corporate responsibility, it’s also a strategic move that pays dividends in improved customer service and operational ef ciency.
Generally, customer satisfaction is a leading reason consumers often return and then stay loyal to certain brands. Many things contribute to this, like a positive attitude and professionalism that leaves a lasting impression. Additionally, satis ed customers are more likely to recommend your services to others. This fosters a strong company reputation that can attract new clients and partnerships while building rapport with existing ones. A RIPPLE EFFECT Beyond your delivery workers, think of your larger administrative team. When your workers are happy, this reduces company turnover which can be costly and disruptive. Dedicated employees are invaluable to your logistics operation and should never be taken for granted. By leveraging technology, providing training and competitive compensation, promoting work-life balance, and fostering open communication, you can ensure your biggest assets continue to drive your operation toward excellence. A happy delivery team leads to happy customers and a thriving business. n
shows your commitment to their professional growth.
Though it may seem obvious, it’s crucial to prioritize their needs and support their well-being by providing them with the resources and tools they need for success, including: Ef ciency through technology. Embrace and invest in user-friendly mobile applications and route optimization software to streamline operations. This should include real- time navigation and traf c updates, which allow workers to make better decisions on the road. Implement a digital proof of delivery system to enhance accountability and eliminate paperwork that will remove the administrative lift off your team. Training and development. Provide regular training sessions to equip your team with the knowledge and skills they need to excel. Training should cover everything from safety protocols and customer service to ef cient delivery methods that can signi cantly boost their con dence and performance. Foster an environment where your workers continuously learn. That
Fair compensation and bene ts. Fair wages, overtime pay, and performance- based incentives motivate your team to consistently meet and exceed customer expectations. Prioritize providing comprehensive bene ts including access to healthcare services and mental health support. This is an easy way to keep employees happy and loyal to your brand. Work-life balance. Implement exible scheduling options that cater to your delivery workers’ individual needs. Allowing your team to attend to personal responsibilities without compromising their job performance is essential to prevent burnout and maintain a happy and productive workforce. Open communication channels. Create a culture of open communication where your delivery workers feel heard and valued. It’s healthy to provide constructive feedback on performance and customer interactions. Be receptive and take actions that ensure your employees feel their voices are heard.
76 Inbound Logistics • January 2024
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