Introduction

Delivery is a critical part of the customer experience and can have a significant impact on customer satisfaction and repeat business. This SOP outlines the procedures for processing, packing, and delivering orders to customers efficiently, safely, and professionally. Ensuring timely, accurate deliveries is essential to maintaining the brand’s reputation for quality service.

1. Order Confirmation and Preparation

1.1 Confirming Delivery Orders

Order Review: When a delivery order is received (either via online, or uber), ensure all details are accurate. This includes the customer’s name, address, contact information, delivery instructions, and any special requests (e.g., extra sauce, etc.).

Verify Delivery Information: Double-check the customer’s delivery address and contact number for accuracy. Verify that no details are missing and that the delivery instructions are clear.

1.2 Preparing the Order

Food Preparation: The kitchen staff should prepare the order as per the customer’s specifications. Adhere to portion control and quality standards for each item.

Packaging the Order: Once the food is ready, carefully package it in appropriate, branded packaging to preserve the food’s quality and temperature during transit. Ensure the packaging is sealed properly to avoid spills or contamination.

Hot Items: Use insulated bags for pizzas and other hot items to maintain their temperature.

Cold Items: Use cold storage bags or ice packs for salads, drinks, and any perishable cold items.

Condiments and Extras: Ensure all condiments, napkins, and any additional requested items (e.g., dipping sauces) are included.

1.3 Order Accuracy Check

Verify Order: Before handing the order to the delivery driver, verify that it matches the customer’s request. Check for:

Customer Name

Correct items and sizes.

Special requests and modifications.

Proper packaging, including sauces, napkins, and utensils.

If Uber, ensure the uber drive scans the docket

Check Receipt: Ensure the receipt or order ticket matches the packed order. Double-check that any modifications are properly noted.

2. Driver Confirmation (Uber / Doordash)

2.1 Driver Assignment

Confirming Driver Details: Ensure the driver scans the docket. Ensure each driver is aware of the order’s details, including the customer’s address, contact number, and any special delivery instructions. If applicable, provide the driver with the expected delivery time window.

2.2 Delivery Preparation

Delivery Materials: Ensure drivers have all the required items for the delivery, including:

Insulated bags to keep food hot (Uber Drivers to provide themselves)

Receipt/order ticket.

Any promotional materials or business cards for upselling.

Phone for contact with customers and store if needed.