Everyone is an expert at something, specifically delivery riders
A few months ago we wrote how everyone is an expert at something. That article specifically considered how each person in an organisation can contribute to the intellectual property of a company by sharing their expertise with their peers.
In the case of delivery riders this expertise is not easily shared because of the fact that they don’t work in an office, have access to computers and email and an office to go to. Being self-employed they often have to make the most of their own company. However we know of a company that has created a chat group on the app that the riders use. The chat group goes beyond mere comradeship and a portal for company notices, it’s a receptacle for ideas and tips that are exchanged between riders.
These ideas range from traffic tips to mechanical solutions to where the best place is to buy spares and tyres. The company was somewhat overwhelmed by the knowledge that was shared. In many cases they have taken the knowledge onboard to improve their service offering. Afterall these riders are brand ambassadors for the company, they are the face of the company and can easily report back on what works when it comes to certain customers in certain areas. It wasn’t uncommon for a rider to state his case on the group before a complaint was laid on the app.
THE PROGRAMME NEEDS TO BE FORMALISED
It’s not as simple as creating a chat space because it quickly becomes noisy or is simply forgotten. The company approached RISE to create an INTRATERNSHIP programme for the riders. Each rider was placed on this programme with the knowledge that they would be recognised at the end of a six-month cycle with a certificate. We advised the company to throw in a few other incentives like vouchers, discounts and cash rewards depending on how each rider contributed to the broader knowledge of their community.
EFFICIENCIES ACHIEVED
The results have been very positive all round. The riders feel a stronger sense of community and belonging. They make concerted efforts to improve on their service delivery, which includes motorcycle maintenance and general appearance. The company has seen quicker turn-around times and is noticing fewer complaints about the riders. They have also modified their systems to improve the customer experience.
Everyone is an expert at something, no matter how small. Sharing this knowledge yields rewards across the board.
Contact us to learn more about the delivery rider INTRATERNSHIP programme.