The impact of the internet on the everyday lives of people has grown beyond the concept of sending, seeking and sharing information online. Today, the internet is widely used for performing a wide range of personal and commercial transactions. In addition to the customers and organizations involved in such transactions, there is another equally significant group of individuals associated with this process. This group comprises of the delivery staff that helps in bridging the gap between the customers placing the orders and the businesses fulfilling the same. Being an integral part of the workforce of an organization, it needs to institute effective employee rewards and recognition program to appreciate and laud the efforts of the delivery staff.
Gaining a Better Understanding of Delivery Staff Profile
In order to develop an appropriate employee rewards program for its delivery staff, an organization first needs to understand them better. In most cases, the delivery staff comprises of youngsters in their early or mid-20s, who are not too well educated. However, despite their limited academic knowledge, they are generally extremely tech-savvy and active on various mobile and social media apps. Most importantly, almost every member of the delivery staff is proficient in the use of different apps to keep track of the orders to be picked up and delivered by them. Being aware of these basic aspects of the professional profile of the delivery staff makes it easier for companies to reward and recognize them in the right manner.
Challenges of Setting up a Recognition Program for the Delivery Staff
When it comes to setting up an employee recognition program for their delivery staff, most organizations feel confused about what would work best. This is mainly due to the fact that the profile of these employees is significantly different and most of them do not seem to make any visible contribution towards the growth of the organization. However, such organizations fail to acknowledge the fact that without them, their products and services would not reach their customers in time and this would naturally impact their goodwill and credibility in the market. As such recognizing their efforts and dedication, in terms of ensuring great customer experience, is equally essential.
Tips for an Effective Recognition Program for Delivery Staff
Given that the work profile of delivery staff is significantly different from other employees of an organization, the rewards and recognition programs developed for them need to be based on this important fact. Discussed below are a few effective tips that organizations can follow to come up with an effective recognition program to ensure better employee motivation of their delivery staff:
1. Reward them based on customer feedback
Organizations can set up a system to seek customer feedback about their interaction and experience with the delivery person. The organizations can request customers to answer a couple of questions specific to the behaviour and attitude of the delivery person and even ask them to rate them on a fixed scale. Companies should set up a reward system to acknowledge the members of the delivery staff receiving constantly high ratings and generally good feedback at the end of each week or even fortnight.
2. Recognize them for their adherence to timelines
It is quite common for the members of the delivery staff to come up with different excuses for a delay in fulfilling a delivery order. In such a situation, it becomes essential for an organization to recognize the efforts and commitment of the staff members, who make it a point to deliver the products and services of the company on time, even against all odds. This helps in promoting the sense of responsibility and commitment among other delivery personnel and improves the overall efficiency of this group of the workforce.
4. Acknowledge behaviour and personality traits
Most customers feel happy and satisfied upon interacting with delivery personnel, who are well-groomed and well-behaved. Receiving their orders from someone having a poor dressing sense, a shabby appearance and improper behaviour and communication skills often leave the customers feeling angry and disappointed. That is why it is important for organizations to promote cleanliness, basic mannerism and even personality development among the members of its delivery staff. The best way to do so is by rewarding employees reflecting such qualities and thus ensuring enhanced customer satisfaction.
5. Use social media as a medium of appreciation
As mentioned before, a majority of members of the delivery staff are extremely active on mobile apps and social media. Hence using these platforms to acknowledge and appreciate their hard work and dedication can prove to be extremely effective in terms of enhancing employee engagement levels of the workforce. By posting a few words of praise for the delivery personnel or sharing the images of them being rewarded, companies can be sure of winning their loyalty and dedication in an effortless manner.
The members of the delivery staff form the foundation of the organization and need to be appreciated and rewarded for their dedication and commitment towards the organization just like other employees. Hence, organizations should formulate effective employee rewards and recognition systems especially targeted towards them.
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