The luxury industry managed to navigate quite well the COVID-19 pandemic as there were fewer closed stores and fewer brands in financial trouble. This is due, in part, to better control over the supply chain (most luxury brands have their own production lines and deeply-rooted connections with suppliers), but it’s also the fact that their target audience wasn’t as affected as the rest of the world.
Regardless, the industry is still struggling to figure out last-mile delivery since more people feel safer shopping online. This trend and the pandemic shattered the ritual of going into a luxurious shop, spending some quality time while choosing your items, and having them packed and delivered to you on the spot. When it comes to home delivery, many luxury brands will work with big-name courier companies that have a special service for expensive goods.
However, as times changed and courier companies adjusted their offer, luxury brands must now learn to work with independent contractors that usually cover the last-mile delivery. Sadly, after checking in with several customers, it is rather clear that the last-mile segment is not up to the standards of a luxury brand. This also means there is plenty of room for a high-quality delivery service, focused on delivering luxury items. So if you are interested, here are a few tips to get you started on the right foot:
Punctual Deliveries & Polite Demeanor
No one likes to spend the whole day waiting for a package! However, people who order luxury goods really hate wasting their precious time with such unproductive activities. So, if you want to make sure your business will be chased down by luxury brands that want to work with you, learn to be extremely punctual with your deliveries.
If you give the customer a time segment in the day, then make sure to respect it! While it can be difficult, it is possible to always respect your terms if you use a specialized software tool to plan the route ahead of time. The route planner can also adjust your route on the go if it detects traffic jams or other issues.
Also, it’s crucial that you are always friendly and polite when interacting with customers. Even if you are late or the customer is not too happy to see you; it’s important to remain professional and do the delivery with a smile.
Attention to Details
There may come a day when you will have to deliver a piano, which is a fragile and luxurious item that needs special attention and care when moved. How would you handle this situation?
When working with luxury items (even if it’s a bag or a set of chairs), you have to pay attention to the tiniest details. This involves the packaging (damaged boxes or wrapping look bad), the way you bring the item from the car to the customer’s door, and anything in between.
If you work alone, make sure to pay attention to how customers react in various situations and learn from all your mistakes. Also, if you manage a team of couriers, train them to pay attention to the smallest details that could make the delivery more pleasant.
When it comes to big items (such as furniture items, appliances, or more), customers expect you to bring it inside, place it in its designated location, and take the wrapping when you leave.
This is called white-glove delivery and it’s one way to make your business stand out in front of luxury brands looking for partners. True, it is a bit cumbersome and it will limit the number of deliveries you can make in a day, but you can also charge extra for the service.
Overall, luxury items delivery must be one level above standard delivery in order to meet customers’ expectations.