Communicating with Customers
Communicating with Customers: Advice from Top Dashers on Increasing your Ratings & Tips
Top Dashers recommend keeping customers updated throughout the delivery process, particularly when there are unexpected delays, like a traffic jam or a backed-up kitchen at the restaurant.
In the videos below, hear Top Dashers share their strategies for providing customers with updates.
Dasher Advice from Tamara - Communicating with Customers
Dasher Advice from Randy - Communicating with Customers
Even more advice from Top Dashers:
| On a basic level.......just communicate! While the app is pretty good about tracking where the dasher is, there are times when customers get impatient. On a normal order, I text when I have the order and what my ETA is. I am sure to communicate with customers anytime the merchant is taking longer than expected, are out of a requested item, when I have multiple orders to drop off, basically anytime something comes up that may affect the customer, let them know. - Randy, Dasher, Castle Rock CO, 4000+ deliveries |
| Send a courtesy text when at the restaurant and let the customer know if there is any wait or if any item is unavailable. Communication plays a major factor and can ultimately lead to a larger tip and better ratings. - Jonathan, Dasher, Fort Drum NY, 2000+ deliveries |
| When you arrive at the restaurant, send a courtesy text to let the customer know you have received their order pick up request and advise them of any expected wait times or possible delays... Communication is the major tool. Ratings and tips will be impacted by more communication with the customers such as “ I’m on the way” or “ my GPS says I should be there in 14 minutes.” - Brian, Dasher, Vancouver BC, 2000+ deliveries |
| Use a communication method that works for the customer. If you send a text message and get no response, call the customer. Not everyone embraces text messaging as much as we do... I use templates because that way I don’t have to worry about autocorrects before I send it. It’s easier and quicker when I copy and paste. - Kari, Dasher, Killeen TX, 2000+ deliveries |
For inspiration, below are examples of text templates that actual Top Dashers use during deliveries that you could adapt for your own use.
During pickup:
There’s a little wait time at the restaurant on orders, as soon as I get your order I will text you with a live ETA.
Hello, this is your Dasher. Your order is taking a bit longer to prepare than expected. I apologize for any inconvenience.
Hi this is [name] your Dasher. I'm here at the restaurant but the food is taking a little longer than expected. I'll be there as soon as possible.
After pickup:
Hey this is, (your name here)! I just picked up your order and I'm (this many minutes) mins away 🤗
After drop off:
Hi, I left your order at the door. Have a day/great night! Thank you 😁
This is [name], your Dasher. I left your order at the door! Thank you for ordering and have a great day. Enjoy!
Batched orders:
Hey this is your Dasher, I’m waiting on your order at the moment. I would like to also let you know I do have a drop off before yours. See you soon!
Customers report that they appreciate it when their Dashers keep them informed during the delivery, which can lead to better tips and ratings.
Thanks for the updates. Can't believe how crazy it is in there… You'll definitely be getting an extra tip for your patience. - Corryn, Customer
Experience was actually awesome. The Dasher was amazing, he was so amazing - he was patient. He updated me at every twist and turn. He communicated with me every step of the way… He was so understanding and patient. - Cherry, Customer
