Why this matters:
Depending on your company’s delivery radius, your new food delivery driver may need to deliver orders to areas they’re unfamiliar with. Using a GPS can help them reach the right house, apartment building, or workplace in good time, increasing customer satisfaction and minimizing potential problems, such as the food going cold.
What to listen for:
- Experience using a GPS, or a willingness to learn
- Acknowledgment of the importance of making timely deliveries
- Knowledge of the company’s local area
Why this matters:
While an increasing number of customers pay for orders online, cash is still prevalent in the food delivery business. Knowing that your driver is comfortable taking cash payments for orders and giving customers correct change can help you ensure a positive customer experience, since no one wants to pay more than they should, even if it’s an accident.
What to listen for:
- Comfortable receiving cash payments and dealing change
- Understanding of the importance of giving correct change
- Professional experience handling cash payments
Why this matters:
Food delivery drivers are constantly on the go and are often required to lift and carry heavy orders, sometimes up multiple flights of stairs. You want to know that your new hire can perform the job effectively without hurting themselves, so even if they don’t have prior experience in this type of role, it’s worth discussing the requirements to ensure they’re comfortable with them.
What to listen for:
- Able to lift loads weighing 50 pounds without assistance
- Capable of operating a vehicle for prolonged periods
- Willingness to work in a fast-paced environment, especially during peak delivery hours
Why this matters:
Food delivery drivers sometimes have to deal with unhappy customers — and as representatives of your brand, it’s important for them to respond appropriately. The best delivery drivers know how to de-escalate a heated situation and find a solution that leaves customers satisfied, without hurting the business’s reputation or bottom line.
What to listen for:
- A measured, respectful approach to conflict resolution
- The ability to stay calm when faced with an upset or angry person
- Experience resolving conflicts in a way that pleases all parties
Why this matters:
Between liaising with restaurant staff, finding directions, and getting the correct orders to customers, delivery drivers often have to juggle multiple responsibilities at once. Good organizational skills are key, as is the ability to maintain professionalism and provide great customer service no matter what.
What to listen for:
- Excellent time management skills
- Flexibility and the ability to shift thinking with changing circumstances
- An aptitude for prioritizing tasks effectively
Why this matters:
Whether they’ll be cycling or driving, it’s essential that your new food delivery driver is careful on the road — both for their own safety and that of other road users. Understanding their approach to navigating bad weather can provide insight into their typical behavior on the road. Their answer may also reflect on the level of care they’ll take when handling orders or using a company vehicle.
What to listen for:
- Cautious driving or riding practices to avoid accidents and injury
- Diligence in maintaining vehicle through repairs
- A sense of responsibility for others on the road
Why this matters:
Food delivery drivers interact with many people on the job, including restaurant workers and customers. The best food delivery drivers understand that they must represent their employer well in every interaction, requiring good interpersonal skills. As such, they strive to provide a pleasant experience that boosts customer satisfaction and builds loyalty.
What to listen for:
- A friendly, customer-driven mindset and an understanding of the fundamentals of good customer service
- Strong interpersonal skills observable through verbal delivery
- Experience working in a customer-facing role is a plus
Why this matters:
Attention to detail is a valuable trait in food delivery drivers, as delivering food to the wrong customer can result in bad reviews, refunds, and a lack of repeat business. While this skill may not come naturally to everyone, there are steps drivers can take to improve the accuracy of their orders and keep things moving smoothly.
What to listen for:
- Specific techniques the candidate uses, such as double-checking receipts
- Great answers will demonstrate an understanding of how mistakes negatively impact the company
- Confident response that indicates a dedication to accuracy
Why this matters:
Sometimes, food delivery drivers run into obstacles that are beyond their control, resulting in orders arriving later than anticipated. How they communicate in these situations is critical. This question can shine a light on their communication skills, as well as their ability to think on their feet and find creative solutions.
What to listen for:
- A genuine desire to fulfill orders in a timely fashion
- Willingness to communicate delays to impacted customers and other employees
- Understanding of how delays can impact other orders, and a strong response approach
Contact a sales specialist.