If you have a problem and next extra support or help for an item you have ordered, you tell them when you buy the item? Right? Of course you do, a lot of people do this when they buy a large item, they inform the store of the problem (bad back, elderly parent signing, 300 flights of stairs) and if they are lucky, the shop makes note of this on the order form.
If they are lucky.
When your delivery van arrives, a guy starts to unload and you need help, you told them in the shop you needed help but the thing is – help costs money.
You are left blaming the delivery guys for something they have no control over.
Deliveries are an expensive undertaking for many stores and warehouses, their biggest expenditure is staff, then the cost of transportation. In tougher times, staff cut backs are made and so are transportation cutbacks. Sometimes, the additional help request is passed on, more often it is not – it’s an extra cost and hey- they can blame it on the delivery man.
It’s not the stores fault, the warehouses fault, it’s the delivery guys fault.
I was trying to explain this on Facebook the other day, that as delivery people, we deliver what we are told and if we are asked for a two man team, then we provide that – that’s what will help your elderly parent get the goods in, or you with the bad back, or every person that lives at the top of 300 flights of stairs.
Often what we are asked to do is deliver for a fixed price, regardless of the circumstances (square pegs and round holes?) and they rarely include a second person on delivery. Partly this is the consumers fault, they are used to ‘cheap’ delivery but are not happy with what cheap delivery entails.
An excellent courier does it’s best job when they educate everyone in the chain.
We also have the health and safety aspect, it was pointed out to me that delivery a pallet of goods would have been quicker for the delivery company if they had a two man team, well again, it comes down to money.
The company booking the job doesn’t want to pay the going rate, they want a delivery deal and that means something has to be cut, it has to be staff or fuel.
If two people did the delivery that’s two days wages and double the delivery cost normally charged. It is cheaper for our customer to have one driver unload with their equipment, it may take a little longer but that is one set of wages less to pay. So the delivery company will give the shop/warehouse several prices –
- Two man team, dedicated delivery
- Two man team, no fixed time
- Delivery on a dedicated vehicle
- Delivery on a specific schedule, a working driver
Guess which one is the cheapest? Did you say the last one?
Given the choice of the 4 options, and the store knowing you have disabilities / no parking / no one home until lunch, they always go for the cheapest.
This can leave you in a bit of a predicament. Do you drop everything and run home to help an aged parent get something over the doorstep? Do you call a neighbor to help? Often you find out about the inconvenience at the last moment, leaving you angry at the store and angry at the delivery company.