What is productivity?
Give your clients the earliest delivery consistent with quality – Arthur C. NielsenWhen can customer expect delivery?When done well, delivery receives little attention from the customer. However, when done badly, it is a deal-breaker and may jeopardise all previous interaction between the customer and company. This may be the reason why some companies make delivery one of the most important parts of the customer promise. Who is engaged in delivery? The quality of the people carrying out the delivery is of the utmost importance. Delivery should be executed as customer service. Knowing your end customer and her preferences concerning delivery will determine whether your delivery personnel should wear a bow tie and sing a message, or whether the package should be delivered by a drone. What does delivery involve? The last shall be the first: The delivery should be regarded as a sales opportunity. For example, delivery personnel for grocery stores help put products out in the store, and assess what needs to be restocked. Delivery involves physical transport, management of time, assembly or mounting and the appearance of personnel and their tools. All these elements should be carefully designed to make it a strong part of a brand. No matter what kind of professional you are, you must focus on the delivery of something – get things done or "shipment"as Seth Godin calls it. How does the service of delivery happen in your industry?