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When Furniture Delivery Goes Wrong

When Furniture Delivery Goes Wrong

The time has come for Grace to buy her dream sofa, and she has decided to order it online. The shopping process is easy, and she’s confident that her new sofa will arrive in good condition. Yet, when the delivery-team brings it into her living room, there’s a gaping hole in the wall where they pulled it through the doorway. 

How can this happen? What do you do? 

Fortunately, there are ways to prevent furniture delivery problems like this so that you don’t get stuck with damaged goods, including these tips on how to reduce furniture damage during delivery.

Ways Furniture Delivery Can Go Bad in a Hurry

There are many different reasons why furniture delivery can go wrong. It might be that bulky, burly men aren’t as careful as they should be. Or it could just be because they’re late for your appointment and mess up before they’re even there! And if you thought losing luggage at the airport was bad, we’ve got some stories about delivery-mens who weren’t doing their jobs.

A few of the most common things that happen when you move: bulky, unskilled workers; late deliveries; and damage before they even arrive.

Why?

When your customer orders furniture online, there are a lot of logistics at play. For example, not all couches fit through doorways or down staircases. However, we don’t usually think about how furniture is being moved from the warehouse to the customer’s room of choice.

If you want your delivery experience to go as smoothly as possible and without any complications, here are some things you can ask your customers to do : 

        • Move heavy pieces into the living room in advance so that movers won’t have to take them from their designated rooms.
        • Make sure there aren’t any items blocking the doorway or stairs (i.e., toys or other obstructions).
        • Be aware of surroundings and make sure there isn’t anything delicate around that could break (such as glass tables).

Damaged Furniture 

Damaged furniture is another popular thing with your delivery teams, unfortunately. As we mentioned earlier, these teams aren’t exactly dexterous and graceful by and large. A broken TV screen, a cracked coffee or end table, small furniture tears, etc. The more fragile something is, the more likely it will be damaged. Even careful teams can damage your customer’s furniture.

Having furniture damaged is very common, and it could take a very long time for the company to cover these damages, and that’s even if your third party partner is good enough to pay quickly.

Damaged Property

Furniture damage is not the only thing you should worry about during move-in. Movers often carry heavy furniture crooked through doors, sometimes damaging drywall or poking holes in windows. 

Customers need to keep their equity up, which is why they need to get repairs done immediately. They won’t get away with the delivery-team excuse because most landlords require security deposits.

How to Remedy the Situation 

If the property or a piece of furniture gets damaged while being delivered, there are steps you can take to remedy the situation: alert everyone involved, determine who is responsible and negotiate compensation between parties. 

But what if there is a better and preventive solution?

One alternative option may be to use the Responsibility Discharge Model of Gomove. This allows you to be protected and releases you from being responsible for the damage if it occurs.

Gomove gives you many other tools when dealing with 3rd parties, to educate and continuously improve the delivery-team’s behaviour,  such as the evaluation team’s form and the customer’s feedback on your delivery-team.

 

Say Goodbye To Late Deliveries

Say Goodbye To Late Deliveries

 

An easy first step to efficiency is reviewing the way you operate your business today. Even if you’re managing logistics and supply chains on the fly, take time out of your busy schedule and ask yourself where things could be made easier. Consider what points are hindering productivity – whether it’s too much manual work or high turnover rates – so that next year you can come back stronger than ever. As long as technology continues its inexorable march forward, new innovations will keep cropping up that make everyday tasks faster and easier than before!

Consider the cost of being constrained by your current process. If it’s taking you too long to complete jobs or you have to turn work away, that cost might be eliminated with some investment in software. Think about how efficient this will make you and what new opportunities it could open up for you.

Let’s start by setting a performance goal. On-time delivery rates are a valuable metric for measuring the effectiveness of your team. High on-time delivery rates can lead to higher customer satisfaction and return purchases. Measuring on-time delivery rates can help identify areas where improvement is needed and help improve overall performance. If you want to respect your promises, let’s now have a look at how.The inability to stick to your promised timelines gets expensive in the long run. It harms your brand’s reputation, increases your inbound calls by 50%, and affects your bottom line. There’s something you need to know as a business owner: customers aren’t just buying your product, they’re buying an experience. This experience needs to reflect your brand in every way, from beginning to end.

When interacting with third-party providers to satisfy your delivery needs, it is important to remember that the customer does not want to feel like you are passing off responsibility. Keeping communication clear and transparent will keep customers satisfied. This can be achieved by updating them often on their order’s status; just so they know where they stand at all times. By doing this, you are able to make sure that customers remain confident throughout the whole process of receiving an order because they will always know where they’re going or what they need next – which is probably the most important part of it all.

Today’s consumers demand greater visibility into the status and location of their shipments, with 97% expecting shipping updates and full transparency. Meeting these expectations requires ever-more sophisticated technologies, while customers’ expectations continue to rise as well.

How to respect your promises

Let’s start by setting a performance goal. On-time delivery rates are a valuable metric for measuring the effectiveness of your team. High on-time delivery rates can lead to higher customer satisfaction and return purchases. Measuring on-time delivery rates can help identify areas where improvement is needed and help improve overall performance. If you want to respect your promises, let’s now have a look at how.

 

Finding the right software

An easy first step to efficiency is reviewing the way you operate your business today. Even if you’re managing logistics and supply chains on the fly, take time out of your busy schedule and ask yourself where things could be made easier. Consider what points are hindering productivity – whether it’s too much manual work or high turnover rates – so that next year you can come back stronger than ever. As long as technology continues its inexorable march forward, new innovations will keep cropping up that make everyday tasks faster and easier than before!

Consider the cost of being constrained by your current process. If it’s taking you too long to complete jobs or you have to turn work away, that cost might be eliminated with some investment in good software. Think about how efficient this will make you and what new opportunities it could open up for you.

 

Have complete visibility over your operations

Keep your team and your customers informed!

Information is power. You want to know everything about the business you’re running because that means you can use it to your advantage and push for even more success. A lot of software out there shows you when your orders will be shipped but our advanced technology goes above and beyond – we can also tell you when something might not happen on time so that before it actually happens, you’ll already have an alternative plan in place.

 

Automate everything

It sounds complicated, but it couldn’t be any easier. 

Your delivery process needs to be automated in order to scale effectively. Your entire delivery process can be sped up by automating as many steps along the way as possible. The more steps that are automated, the smoother the delivery process will be.

Once you’ve created your routes with Gomove, they are automatically sent to drivers’ mobile applications. As drivers progress, your dispatcher can track the vehicle location, on-time status, deliveries completed, real-time traffic, and more. This increased visibility is also shared in real-time to your customers reducing the inbound calls.

 

Cope with the unexpected

The more you grow and the more deliveries you do, the higher you are at risk of missing your delivery timeline promises. It will happen and if you are well equipped, chances are that your customers will forgive you.

What’s the most frustrating experience you had as a customer, was it to be left in the dark during the whole day only to learn that you won’t be delivered on the said day? Horrible.

A route management toolkit can help with this. The minute something goes sideways and delays are starting to pill up, your customers will be informed with customizable SMS. Your team will also be informed through the operations dashboard with features that will allow you to get back on track.

 

Ready to hit your numbers?

Getting started with the right solution can feel like a huge leap to take on your own. That’s why our team of solution experts is here to help you.

Can you trust your third-party delivery partner?

Can you trust your third-party delivery partner?

There are many important questions to ask when dealing with third-party delivery partners. You need to make sure they’re reliable, trustworthy, and capable of doing the job properly. But if you’re going to let someone else handle your deliveries, you also need to make sure they’re responsible and accountable in case something goes wrong or they cause damages during the delivery process. A good way to encourage them to take more responsibility is by providing a simple and clear process that helps them improve their performance and behavior in order to reduce mistakes. Accidents will happen and let’s talk about them.

How To Handle Damage In Your Customer’s Home

It is inevitable, there will be a hole in the wall of your customer or a scratch on his newly ordered product during the installation. They will call you one day or another, be sure of it! Depending on the size of your business, these calls can even happen daily. 

As the seller, even with a well-written contract, in their eyes, you are responsible for all damages done to your customer’s property while your team was inside their home.

There are a few things you will need to do to regain your customer’s trust such as offering them credits in your stores or even paying for the repair done in their house. As said earlier, even if legally you are not obliged of anything, you may want to settle with your customer instead of going public!

When dealing with a third-party delivery company, as most of you are, the best way to lower the chances of accidents is to improve your team’s behavior and guide them through the best practice of delivery. If an accident happens, with the right tools, you will be able to document properly the accident and save a lot of money and your reputation. Spoiler alert; Gomove was built on this premise.

What If You Didn’t Cause The Damage?

It is not uncommon to see false claims from customers saying that a wall has been damaged during the delivery. After all, do you have any proof to refute their claims? 

The reason behind these false claims is very simple, obtain a discount of any form. The only way to effectively protect yourself against these claims or any claims for that matter is to keep complete records of the delivery journey. Our software and mobile applications allow your drivers to log automatically everything when delivering to your customers. You can even create your own legal document to have your customers sign when receiving their products. For each customer, a report can be automatically generated to ensure you have all the right information at the right time.

Our software is driving your team to follow a process that will make you win all your battles whether you want, or not, to compensate your customers after all.

Improving your driver’s behavior

Managing a third-party delivery partner is probably one of your biggest headaches. Some of them can be unreliable. Then, the problem might not end there. Displaying acceptance of a driver’s bad behavior may cause them to become more relaxed with other company policies, and you may find that the overall quality of work and work ethic of the team decreases.

It shouldn’t be so hard. Easily you can gain control over that chaos and change their behavior for good with our software. We use cutting-edge technology to help monitor and improve driver performance in real-time. Track them on GPS, track their speed, habits, routes, etc. Generate full reports on your drivers to see who is performing better. Our driver’s behavior module can monitor their ability to deliver on time, their ratings when dealing with customers, and help them with their product installation.

Create your own success story

Our management software is not only for route management, it is also focused on improving your team’s performance. Gomove can help in many ways. 

First, it can provide your team with key information and metrics about their performance, allowing you to identify areas for improvement. Secondly, mistakes can cost hundreds of dollars to fix, make sure that the right party is taking responsibility for those errors by holding them accountable. The more data points you have from within your system, the better control you have over your third party. 

You will be able to see things like; who damaged your truck, which driver is arriving late and how are they acting with your customers.  Create accountability for each team member within your organization. The system helps with creating a process from start to finish, which makes the management of drivers easier over time.

Creating a Culture of Continuous Improvement

Successful organizations thrive when they have efficient employees and processes. 

How can you improve the quality of your deliveries, installations, and customer experience with technology?

Try us out, build consistency and get real results.