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Delivering the Goods:  Part 4



By Otto Papasadero

Given the importance of the delivery function to a retailer’s ultimate success, we are continuing our series of articles about professional delivery. In the most recent articles in the April and June NARDA E-Newsletters, we suggested a job description for drivers and helpers. Here is a summary of the actual job responsibilities for the professional delivery team. It is suggested that this list be used as a template for your own business.

Delivery Process

A.    Arrive at customer’s residence.

B.    Identify yourself as the “Company Name” delivery staff.

       1.     Professional personal appearance and conduct.

C.    Survey the access route and final destination for merchandise placement.

       1.     Identify hazards and areas of difficulty.

       2.     Preparations conducted to ready for physical movement.

               a.     Tools that will be required.

               b.     Clearing of the access ways.

               c.     Steps taken to ensure safety to personnel, merchandise and the              customer’s home and property.

D.     Physical movement of merchandise to final location.

       1.     Movement process and techniques.

               a.      Hazards removed or reduced.

       2.      “Company Name” safety features in place or installed.

               a.      Plastic runner placed to protect carpet.

               b.     Door jam guards installed (if necessary).

               c.     Refrigerator mold pads attached (if necessary).

               d.     Linoleum protector in place (if necessary).

               e.     Doors removed (if necessary).

       3.     Set-up process – Electronics

               a.     All packing materials removed.

               b.     Remote programmed.

               c.     All basic electrical connected.

       4.     Set-up process – Appliances

               a.     All connections are completed.

               b.     All units leveled.

               c.     All units tested.

E.       Completion of the delivery

       1.     Remove all trash and packaging.

       2.     Clean and detail all merchandise.

       3.     Review each item with the customer.

       4.     Thank the customer, obtain a signature to verify that they are 100-percent   satisfied and collect COD, if indicated.

If a delivery team’s members perform well, it is a good idea to reward them for their professional efforts. These rewards consist of positive feedback and perhaps a reward program similar to the one outlined below. This program not only rewards exceptional performance, but it also exerts peer pressure – poor results can affect the entire delivery department if this program is set up to include all delivery personnel in the same bonus pool. 

  Read the full article in the Members Only section

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RRetailers, Servicers, Suppliers: A Call for Industry Participation

For more than 75 years, the North American Retail Dealers Association has been the voice of independent appliance, electronics, bedding and furniture retailers. Through education, representation and a host of benefits, NARDA has worked diligently for all retailers.

Here’s how you can help both the industry and your own enterprise: NARDA is now moving forward into new areas and seeks volunteers that can give an hour or less each month to help guide the association. Please indicate your interest and you will be contacted and given more information.

Your name:

Contact number:

NARDA also is asking you to identify the areas in which it can assist you and your business. Whether it is legislation, education, legal services, publications, repair service or cloud-based services, please indicate which issues are most important to you. The very best suggestions will receive a $100 gift card.

Please express your willingness to volunteer and suggestions to

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2011 CODB Survey Now Available
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North American Retail Dealers Association
222 South Riverside Plaza, Suite 2100
Chicago IL 60606
Phone: 312.648.0649 or 800.621.0298 (US Only)
Fax: 312.648.1212

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