DIVE Podcast - Episode 61 Notes
Episode Title: Mastering Online Orders & Delivery - Your Digital Service Guide
Host: Mike Hernandez
Episode Description: In this comprehensive episode of Dive, host Mike Hernandez explores the rapidly evolving world of digital ordering and delivery for convenience store associates. Learn how to excel in managing online orders, coordinating with delivery partners, and providing exceptional digital customer service—skills that are becoming essential in today's convenience store industry.
Key Topics Covered:
- Understanding and navigating various online ordering platforms
- Processing digital orders efficiently and accurately
- Working effectively with delivery service partners
- Maintaining quality control throughout the digital ordering process
- Troubleshooting common issues with online orders and delivery
- Creating exceptional digital customer experiences
Episode Highlights:
- Digital orders have increased from 8% to 25% of total sales in just one year
- Customers who use digital platforms typically spend 40% more per order
- The "zone defense" method for handling multiple simultaneous orders
- Three-point verification system for order accuracy
- Effective communication strategies with customers, delivery partners, and team members
- The "Three-Touch Check" quality control system
Actionable Takeaways:
- Learn to prioritize time-sensitive items in multi-order situations
- Master the staging and organization systems for delivery orders
- Implement proactive communication practices with customers during delays
- Develop effective troubleshooting skills for common digital ordering issues
- Create personalized touches that turn digital customers into loyal regulars
Success Metrics:
- Order completion times consistently within target windows
- Customer feedback showing 4.5-5 star ratings
- Increasing number of regular digital customers week over week
Listen to this episode to gain the skills needed to excel in the digital aspect of convenience store operations, an increasingly important factor in career advancement and store success.
