As we work toward whatever is at the end of this pandemic, it has become very clear that we will continue to rely heavily on delivery services to keep our businesses going.

Although our patience has been tested quite extensively over the past twelve months, as third party services have hurriedly attempted to keep up with the growing demand for deliveries, we have to come to terms with the fact that our business relationships with these companies will be vital to our success moving forward.

Door Dash is the primary service provider for my restaurant, so I will focus on their services.

Before the initial shut down, we had one Door Dash tablet, which would alert us when orders came in. At that time, it was a very small part of our business, so many of our employees did not take the time to become familiar with the correct procedures for these type of orders. As the volume of delivery orders rapidly increased, and we eventually added three more tablets for various services, the need to have established procedures was undeniable.

The increase of orders quickly became overwhelming to those team members who hadn’t previously taken the training seriously.

As the primary manager for dinner service, with little-to-no staff, I had to establish a procedure that fit squarely into our workflow, and maintained a high level of service. Procedures also had to be easy to execute for returning staff.

So, through a bit of trial and error, I came up with a workable system.

My routine begins with setting up the EXPO line for dinner service as soon as I arrive. I bring a two-shelf rolling cart from the kitchen, and set it up at the end of the line. I stock take-away cutlery, napkins, condiments and such right on the line. I make sure I’ve got desserts pre-packed and ready to grab when needed. And I bake bread, of course, so that everyone gets their free bread!

Once I have everything set up, I can rest easy. As the orders start coming in, from all four tablets as well as our own online and telephone orders, I take them one at a time, but move very quickly when they begin to pile up. As soon as an order comes in, I confirm it with an appropriate time.

The default times in the third party apps are often impractical during the dinner rush. If you do not know how to adjust the order time, please take the time to learn. And be aware that if you do not confirm the order, the system assumes the default time they list in their app is accurate, and the assigned driver will show up at that time.

When an order comes in, I print the ticket and staple it to a bag, which I open up and place on my cart. If the ticket is stapled to the right side, it’s pre-paid; left side if the order needs to be paid for at pick-up. Once the order is complete, I staple the bag closed and place the appropriate sticker on the bag, indicating it is ready to go.

These little steps make a significant difference in the ease at which other team members can jump in and help when needed.

Go easy on the drivers!

Drivers can get very frustrated when they have to wait for an order, as they are not paid hourly. They earn money based on the number of orders they are able to deliver. More often than not, if they do have to wait, it is because there was a breakdown in communication.

So please, confirm your orders quickly, use appropriate times, and understand what the driver is dealing with. Be professional and be kind.

Every aspect of our industry, and so many others, has had to scramble to survive the fluid waters created by the lockdowns and stay-at-home orders.

Adaptation is the first step in evolving into what your company will be as we establish “new normal” business practices. Stop chasing it. Get right out in front of it and take control.

You’ve got this!