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 We can’t solve problems by using the same kind of thinking we used when we created them.

 --Albert Einstein

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Delivering The Brand

Drivers are often hired based on their driving record and experience on the road. That may be good enough for the long haul driver. It's not good enough for the drivers that have frequent daily customer contact like: delivery drivers, messengers and couriers.

Delivery drivers are like the extremities of the corporate body. They reach out to clients and customers. They can be the five senses of the corporate body. Well, at least two. They see and hear the customers but maybe not so much on smell, touch and taste.

If you like your delivery driver, you like their company. If you don’t like the driver, you wonder about the company. Is the driver a reflection of the company values or visa versa?

Too often delivery drivers can deliver the stuff, but they do not deliver the brand promise.

This section of the blog is about helping deliver drivers be more effective to represent their company and their values.



What CAN You Do? PDF  | Print |  E-mail

concernedAs the most public representative of your company, you probably see more customers, more frequently, than anyone else in your company. Your customers know you, or they think they do. They will depend on you when they have a problem. Since you are the only one around and the closest thing to a company official, you are their “go to person”. Too often the client’s requests may be beyond what you can do. Don’t tell them that! Tell them what you can do for them. This requires using good interpersonal skills, being up front with customers, and demonstrating the concern to resolve an issue.  Be aware of these three things:

Read more...
 
Smile PDF  | Print |  E-mail

clownSmile! It ain’t gonna kill ya! How many of you haven’t smiled yet today? Okay, let’s start now and get our day launched in the right direction. Image we just met and without saying anything, show your biggest, toothiest grin! Hold that pose and count to 10, then relax.

This may seem silly, but there are three reasons to concentrate on smiling. They are:

  • Smiling makes you look friendly and approachable.
  • When you smile, your voice follows.
  • The value of a smile is priceless!
Read more...
 
Skilled Specialist PDF  | Print |  E-mail

j0408878You are a skilled specialist. You know more about your company than the customer does, And you know more about the customer than anyone else in the company. The most valuable thing you bring to work every day is your helpful attitude. You are either part of the problem or part of the solution. Being part of the problem will not satisfy the customer. So, you always want to be part of the solution, if you don’t want to lose business.

Being a skilled specialist means you strive to achieve excellence on the road. Whether or not you wear a uniform, you can shine even when you don’t necessarily feel up to it. The greatest opportunities for growth happen when you face everyday challenges with a smile and determination to do your best. A skilled specialist will:

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Speaking Clearly PDF  | Print |  E-mail

j0409662Sometimes you don’t need to speak to anyone as you do your route. But when you do, it is important to remember that as a delivery driver, you are an agent and a brand ambassador of your company. If you expect to communicate clearly, you cannot stumble around like the Mumbles character in Dick Tracy. Here are a few tips on speaking clearly:

Please read on . . .
 


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