A single failed delivery can cost you more than the margin on that order — it costs the next referral. SMEs win when they design reliability into the customer journey.
ETA discipline
Publish windows that your team can hit most of the time. If traffic variance is high, say so upfront and offer reschedule options. Customers forgive honesty faster than they forgive silence.
Handover and disputes
Agree on proof-of-delivery norms for your category: photos at the gate, PIN for high-value items, or partner kiosk pickup. Write the dispute path in plain language on your listing so tempers cool before they hit social media.
What to publish on your listing
- Cut-off times for same-day dispatch.
- Areas you serve today — not “nationwide” unless true.
- A named contact for escalations.
Disclaimer
General guidance; carrier contracts and insurance needs vary.