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Delivery Checklist From Cory Home Delivery

Furniture World News Desk on 8/6/2015


by Richard Klein, Director of Sales, Cory Home Delivery


As we officially enter the dog days of summer, thoughts turn towards planning for 2016, and any improvements that we’d like to implement. It is in this spirit that I pose the question “Are your delivery service providers putting their best foot forward while representing your brand”? I’d invite you to consider the following categories before formulating your answer:

Equipment

Are Delivery vehicles well maintained, meticulously clean, and properly equipped?
  • Are logos fresh, and in good repair?
  • Are equipment records accurate and up to date?
  • Are you taking advantage of relevant technologies?

Drivers 

Have your drivers and helpers had their backgrounds checked, so that you know who you’re sending into your customer’s home?
  • Are they well groomed, in clean, crisp uniforms?
  • Have they been thoroughly trained and supervised, so as to ensure that your customers are receiving the levels of service they deserve?
  • Are their communication and customers service skills exemplary?

Processes

Do you measure delivery performance in an accurate and timely manner?
  • Are trucks routed and loaded to capture maximum productivity and efficiency?
  • Are procedures in place to handle exceptions in a manner that leaves your customers satisfied?

Whether your delivery operations are handled “in house”, or are executed by a third party, the importance of managing the delivery experience cannot be overstated. By ensuring that your home delivery functions are “up to snuff”, you are helping to solidify the customer’s long term, positive association with your brand, creating a greater likelihood of repeat sales, and positive word of mouth.

Simply put, delivery service personnel are ambassadors of your brand, and partners in your success or failure. In this age of online reviews and social media, can any retailer afford to allow their delivery operations to be anything less than superb? By carefully examining the home delivery component of your business through the eyes of your customer, and making the required changes, you are adding value to your business, and taking advantage of a golden opportunity to turn customers into fans.

About Richard Klein: Richard Klein is Director of Sales for Cory First Choice Home Delivery. For over 80 years, Cory has offered the finest in white glove delivery and warehousing services to client partners in 33 states, Puerto Rico, and the Virgin Islands. A periodic contributor to industry publications, Richard holds an MBA from Fordham University, and a BS in Finance from New York University.

About Cory Home Delivery: One of the oldest and largest specialized home delivery carriers in America, Cory Home Delivery, founded by Joseph Cory in 1934, today is in its third generation of family management and ownership. Based in Secaucus, New Jersey, the company serves many of the top 100 furniture, appliance, and electronics retailers in the United States, Puerto Rico, and the Virgin Islands. The company dispatches a modern fleet of 550 customized vehicles daily, delivering more than $2 billion of consumer products to more than 2 million consumers annually. For more information, contact marketing manager JoAnne Wiley, joannewiley@corycompanies.com, 201- 795-1000, or visit corycompanies.com.