Delivering the Goods: Part 2
By Otto Papasadero
I have observed throughout the years that many retailers treat delivery as a necessary evil, when in fact, if properly managed, it can become an important part of a company's marketing program and a unique value proposition. A company’s professional delivery team is most often the last contact the customer has with the retailer, but in many cases, it is the most poorly managed asset when it comes to hiring, training and measuring performance. Delivery personnel often feel left out and taken for granted. If this is the case, how can they be expected to always be positive and act as ambassadors for your companies?
The process of building and maintaining a professional delivery team begins with the hiring process. Before your next delivery person is hired, it is important for you to develop a set of rules, procedures and training materials for him or her.
It also is important that the delivery function has sufficient oversight and management. Someone needs to provide constant direction and measurement of this important process. Depending on the size of the operation, this position might be a full-time one or handled by a combination delivery and warehouse manager or simply the owner. If a dealership is able to support a delivery manager, that person should be a professional manager in at least a middle management position. The position involves managing a major expense area as well as an area that has tremendous influence upon a company's customers.
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.
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 firstname.lastname@example.org.
2011 CODB Survey Now Available
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To login to the Members Only section to update your information and renew your membership use the email associated with your organization's personal contact. Your password has not changed. If you are having difficulties signing in please contact NARDA, Nardasvc@narda.com.