Top 5 Things Your Delivery Drivers Are Doing Wrong — And How to Fix Them
Running a delivery operation isn’t easy. You’ve got customers counting on timely service, drivers juggling busy schedules, and a million things that can go wrong along the way. Sound familiar?The truth is, most customer complaints—whether it’s late orders, damaged packages, or radio silence from drivers—can be traced back to common, fixable mistakes. The good news? With the right approach, you can turn things around quickly and start seeing better results for your business.
Let’s break down the top five things your drivers might be doing wrong and how you can help them get back on track.
1. Running Late Too Often
Ever get one of those dreaded customer calls: “Where’s my order?” Late deliveries are a top frustration for customers and can seriously hurt your reputation. But the issue often isn’t laziness—it’s poor time management. Drivers misjudge how long a delivery will take, or they get caught off guard by traffic or peak hours.
How You Can Help:
Start by giving drivers realistic schedules. Use tools that optimize routes and factor in potential delays, like traffic or prep time. Apps like dlivrd take the guesswork out of planning, making sure drivers have a clear, efficient path from A to B. When drivers feel less stressed about timing, everyone wins—including your customers.
2. Not Handling Orders With Care
Imagine waiting for a hot meal, only to open a soggy, jumbled mess. Or getting a package that’s damaged because it wasn’t packed right. Customers notice these things, and they don’t forget. The problem? Drivers often aren’t trained on how to handle items properly or lack the right tools to secure them during transit.
How You Can Help:
Invest in training and basic delivery tools like insulated bags, drink carriers, and sturdy containers. Show drivers how to stack and secure items so they arrive just as they left the kitchen or warehouse. Small adjustments here can make a big difference. Remember, every smooth, intact delivery is a chance to impress your customers and build loyalty.
3. Not Having the Right Match Between Driver and Order
Imagine a driver showing up in a tiny car to collect a massive catering order—or someone new on the team getting assigned a delicate delivery that requires some extra know-how. Awkward, right? When the driver and the order don’t match, it’s like trying to fit a square peg into a round hole. It’s stressful for the driver, slows down the whole process, and leaves customers wondering why their delivery isn’t on time or up to par.
How You Can Help:
Well, using Frederick, dlivrd’s AI super software. Frederick looks at all the important details—vehicle size, driver experience, certifications—and makes sure each order is paired with the perfect driver. Let’s say it’s like matchmaking but for deliveries. No more mismatched assignments, fewer hiccups, and happier drivers and customers all around. When the right person gets the right delivery, everyone wins.
4. Keeping Customers in the Dark
No updates. No ETA. Nothing. Customers hate feeling like they’ve been forgotten, especially when they’re hungry or waiting on something important. Drivers who don’t communicate can unintentionally hurt your business, even if they’re doing everything else right.
How You Can Help:
Train your drivers to be proactive with updates. A quick text or call can go a long way in easing a customer’s mind. Better yet, integrate a system that automates updates for them. dlivrd, for example, allows drivers to send real-time notifications. This small change keeps customers informed and improves their experience tenfold.
5. Skipping Safety for Speed
We get it, everyone’s in a rush. But cutting corners—whether it’s speeding, skipping safety checks, or ignoring vehicle maintenance—can lead to accidents or broken items. Safety isn’t just about protecting drivers; it’s about protecting your reputation, too.
How You Can Help:
Make safety a priority. Encourage drivers to plan realistic schedules so they don’t feel pressured to rush. Keep vehicles in good shape and use tools like live tracking to monitor unsafe driving habits like speeding. When drivers feel supported, they’re more likely to follow the rules—and customers notice the difference.
Why It Matters
Every delivery is a reflection of your business. When things go smoothly, customers trust you. They come back. They tell their friends. But when something goes wrong—whether it’s a late order or damaged package—that trust is hard to rebuild. Addressing these common mistakes doesn’t just make your drivers’ jobs easier; it strengthens your reputation and builds loyalty with your customers.
Let’s Fix It Together
If you’re reading this and thinking, “Yep, we’ve been there,” don’t sweat it. These mistakes are common—but they’re also fixable. Start by taking a closer look at your delivery process. Are your drivers getting the tools and support they need to succeed? At dlivrd, we’re here to help. From route optimization to real-time communication, we’ve got everything you need to streamline operations and make your customers happier than ever.
Want to learn more? Check us out at https://www.dlivrd.io/
Your drivers (and your customers) will thank you.