For those of you that don't know me here, I am an active driver on all platforms but also do restaurant consulting as a career in addition to develop delivery systems.
I have a newer client who I recently set up with a few delivery platforms. I have a non-disclosure so I cannot give any specifics about the business. This is a pasta/pizza.sandwich type shop that caters to more of the upscale. You know, the Italian theme and decor. Their delivery area is almost 70% middle class and upper middle class. The more poorer neighborhoods do not tend to order from this restaurant due to the higher prices. This restaurant also has its own delivery drivers who deliver to a specific delivery area while the delivery platform drivers are utilized to delivery outside of that area.
The owner is very unhappy with how the delivery platform drivers are arriving in regards to what they are wearing. He came to me for advice and I told him its a better business decision to just give the delivery driver the order but at the same time, if he feels compelled, remind the driver of what they should be wearing. I told him they are not his employees but he is able to make suggestions. He asked me if he has the right to refuse to give the order to a driver who is either not dressed appropriately and/or not have a hot bag. I told him under the contract with the delivery service, he most certainly does have that right but it may also come at a cost of delayed deliveries, higher food cost for remakes (if necessary), and offended drivers who will talk bad about his business.
He has decided to ignore my advice (which happens a lot, story of my life with this job). He has instructed me to contact all the delivery platforms or edit the restaurant preferences in their restaurant side of the our app and post the following, "Driver MUST be dressed in reasonable work attire. Reasonable work attire includes reasonably fitted clothes in acceptable condition (no rips or stains) that to any reasonable and prudent person would find acceptable work attire for working inside a restaurant or office. In addition, footwear must be closed toe. No tshirts with designs or prints other than business or government logos and no sleepwear. Drivers who accept a delivery will be refused the order if attire is unacceptable. Delivery bags also REQUIRED". I was also instructed to have signs made by a sign place and we are using signarama.
Fast forward one week into it already and as you can imagine, drivers have been showing up wearing pajamas and beach wear and the owner has been denying them the orders and they get really upset and sometimes irate. This had led to the owner following up with the delivery platforms about those particular drivers and reporting them for getting angry and using profanity and foul language. Sometimes, he just reports them for not wearing proper attire.. One driver in particular was reported for knocking stuff off the front counter in a huge temper tantrum. Some drivers depending on how long they have been picking up from the restaurant and how severe they were dressed, were given warnings. Most drivers who have been warned have returned another day wearing more appropriate clothes.
The owner is very concerned about how customers will perceive his restaurant when a delivery driver shows up wearing inappropriate clothes. While I do agree with him and when I deliver I am always wearing khaki pants and a poly polo shirt, I can understand some drivers just don't have those clothes or don't want to wear something more appropriate or maybe they just don't care.
I wanted to get everyone's opinion on it as it seems this will continue and your feedback would be helpful with my dialogue with the owner. Thanks.
I have a newer client who I recently set up with a few delivery platforms. I have a non-disclosure so I cannot give any specifics about the business. This is a pasta/pizza.sandwich type shop that caters to more of the upscale. You know, the Italian theme and decor. Their delivery area is almost 70% middle class and upper middle class. The more poorer neighborhoods do not tend to order from this restaurant due to the higher prices. This restaurant also has its own delivery drivers who deliver to a specific delivery area while the delivery platform drivers are utilized to delivery outside of that area.
The owner is very unhappy with how the delivery platform drivers are arriving in regards to what they are wearing. He came to me for advice and I told him its a better business decision to just give the delivery driver the order but at the same time, if he feels compelled, remind the driver of what they should be wearing. I told him they are not his employees but he is able to make suggestions. He asked me if he has the right to refuse to give the order to a driver who is either not dressed appropriately and/or not have a hot bag. I told him under the contract with the delivery service, he most certainly does have that right but it may also come at a cost of delayed deliveries, higher food cost for remakes (if necessary), and offended drivers who will talk bad about his business.
He has decided to ignore my advice (which happens a lot, story of my life with this job). He has instructed me to contact all the delivery platforms or edit the restaurant preferences in their restaurant side of the our app and post the following, "Driver MUST be dressed in reasonable work attire. Reasonable work attire includes reasonably fitted clothes in acceptable condition (no rips or stains) that to any reasonable and prudent person would find acceptable work attire for working inside a restaurant or office. In addition, footwear must be closed toe. No tshirts with designs or prints other than business or government logos and no sleepwear. Drivers who accept a delivery will be refused the order if attire is unacceptable. Delivery bags also REQUIRED". I was also instructed to have signs made by a sign place and we are using signarama.
Fast forward one week into it already and as you can imagine, drivers have been showing up wearing pajamas and beach wear and the owner has been denying them the orders and they get really upset and sometimes irate. This had led to the owner following up with the delivery platforms about those particular drivers and reporting them for getting angry and using profanity and foul language. Sometimes, he just reports them for not wearing proper attire.. One driver in particular was reported for knocking stuff off the front counter in a huge temper tantrum. Some drivers depending on how long they have been picking up from the restaurant and how severe they were dressed, were given warnings. Most drivers who have been warned have returned another day wearing more appropriate clothes.
The owner is very concerned about how customers will perceive his restaurant when a delivery driver shows up wearing inappropriate clothes. While I do agree with him and when I deliver I am always wearing khaki pants and a poly polo shirt, I can understand some drivers just don't have those clothes or don't want to wear something more appropriate or maybe they just don't care.
I wanted to get everyone's opinion on it as it seems this will continue and your feedback would be helpful with my dialogue with the owner. Thanks.
