What To Do When Dispatchers Fail To Deliver
Whether it is a specific time delivery, whether it is the dubious offers, or whether it is on the quality and packaging of the products, do not make promises to consumers which you might not be able to fulfill. While that is an important aspect of any business, how does it affect one of the most thriving businesses in Nigeria — Food Vendors?
In this article, lets explore ways to best carter for the business logistics when it comes to satisfying your customers who have invested their hard-earned money in ordering for that cuisine you have on your store. But first, lets get to meet the business of Food Vending.
Food Vending: An Overview
From giants like Jumia, Konga, to small startups, direct-to-consumer delivery and pickup options have swept the country — and restaurants are no exception. Ordering food online or through a mobile app took off in 2019 and it will only grow further and faster in 2020, though the corona-virus has put a temporary halt on businesses globally and in Nigeria, the food vendor business is still thriving.
What or who is a ‘food vendor’?
A Food vendor means any person, public or private, located within the State, who offers for sale or sells food or beverage products. Food vendor means any restaurant, retail food vendor, or nonprofit food provider.
Food vendor means any and all sales outlets, stores, shops, vehicles, or other places of business located or operating in the city that operates primarily to sell or convey foods or beverages to consumers, and stores that sell food or beverages in combination with a physical entity (such as a gasoline station).
In more depth, we can discern that a Food vendor means any establishment, located or providing food within the cities of Nigeria, which provides prepared and ready-to-consume food or beverages, for public consumption including but not limited to any store, supermarket, delicatessen, restaurant, retail food vendor, sales outlet, shop, cafeteria, catering truck or vehicle, sidewalk or another outdoor vendor, or caterer.
So, that’s some definition of food vendors. What can go wrong when customers do not get their order on time as opposed to what the food vendors might have claimed?
The Crack Wall In Failure Delivery
As stated at the onset of this article that; ‘whether it is a specific time delivery, whether it is the dubious offers or whether it is on the quality and packaging of the products, do not make promises to consumers which you might not be able to fulfill.’ This is true and here are some wrongs that can happen when a food vendor does not deliver their service (logistically) as promised by them.
Lack of trust surely does popup in the picture as the customers see the food vendor for its sham. It might not be the fault of the food vendor that the product or service didn’t reach the customer on time, but the food vendor has just caused a rift because the customer is doing business with the food vendor and not the logistics service provider.
Another slide fall that emanates is that a food vendor who does not deliver their service is faced with lower customer retention. This is bad as it sounds. Why? Customer retention refers to the ability of a company or product to retain its customers over some specified period. High customer retention means customers of the product or business tend to return to, continue to buy or in some other way not defect to another product or business, or to non-use entirely. You can imagine what happens when you as a food vendor/business decided not to effortlessly deliver on your promise. We’ll let the data and low paycheck spell it out for you.
There are many issues that arise when the demand of the customers aren’t met, but that’s not what this article is for (although we shed some spotlight). To best help food vendors, it’s imperative to learn how to best outsmart these hurtful business outcomes. Because in the end, the customer is always right (well to a large extent).
Dispatch Business? Be Proactive Than Them
Dispatch riders/ business that don’t deliver on time are part of the everyday business landscape — while we all strive for 100% OTIF (“On time in Full”), it doesn’t always happen which means we are often left with some dispatch agencies that don’t make the grade.
Faced with this situation how should we deal with such suppliers? It’s easy to say we wont deal with them again but that’s not always possible so you need an proactive plan.
But Supply Chain Mechanic, has some tips:
- Understand the Route Cause: Why did the supplier fail to deliver on time — was it manufacturing processes, failure to procure parts on time? Find out the key contributory factor. If your going to be using the supplier on a regular basis — understanding what went wrong and ensuring a fix is put in place is imperative.
- Follow Up: Have regular reviews — if you have a poorly performing supplier — and you have identified the issues — follow up regularly to ascertain what improvements are being made and how they are impacting results. Consider having periodic business reviews where you can assess the trends and tailor improvement activity accordingly.
- Provide Feedback on Performance: Regularly communicate out to your suppliers and tell them what you believe their delivery performance is (be prepared for some difference of opinion!) — ensure that as part of this communication you state what your expectation is.
- Set Clear Expectations and Consequences: Firstly ensure that you have established your expectation e.g:
- Did your supplier know when you expected delivery and had they agreed to that date?
- Did all parties understand the shipping terms/delivery requirements/ship to location?
- Did the supplier understand what (if anything) would happen if deliveries were late? (e.g. financial penalties etc)
Conclusion: Vendor Moving From Here
Sometimes the relationship between a food vendor and its dispatch partners takes a negative turn. This is another common food vendor issue that can be avoided.
A good relationship between restaurant owner/manager/chef and dispatch partner is based on communication. You want your dispatch partner or rep to be on your side and lobby for your needs. Schedule phone or in-person meetings with your dispatch partner. Invest in your relationship, and your dispatch partner will be more likely to work out your problems and issues.
Finding a dispatch partner that compliments your restaurant/food vendor business is an integral part of your business.
Follow the steps outlined in this post to avoid some of the common problems that plague the vendor/dispatch relationship, and you will help your business create the best possible dining experience for your customers.