At Favor, we’re all about delivering good vibes—and we love to see Runners who go above and beyond to make sure every customer has a positive experience. (Bonus: Providing excellent service can also help ensure you receive great tips and ratings!)
Below are tips for great customer service when delivering orders.
Shopping for the customer
Selecting items for a customer in person? These best practices can help you shop smarter and save time.
Paying close attention to brands, sizes, and flavors can help ensure you select the exact item the customer requested.
When an item is out of stock, pro Runners suggest finding a substitution that closely matches the original item and reaching out to the customer to confirm the replacement whenever possible. Looking for terms like organic, grass-fed, or gluten-free can also be helpful when selecting a substitute.
Sometimes, the customer may request no substitutions. In this case you can mark the item as unavailable.
Text the customer
Texting is one of the easiest ways to provide great service and increase your earnings on each Favor (our data shows Runners who text more, earn more!). You can add custom message templates in the Runner app to send updates with a single tap.
In-app chat conversations will automatically translate based on the user’s phone settings. For example: If you send a message to a customer in Spanish, but their phone is set to English, the app will translate your message from Spanish to English so the customer can read it in their native language. When they reply in English, the message will translate into Spanish on your end.
To add a new message template, log in to the Runner app and follow these steps:
- Tap the Runner menu icon (three lines) in the top left corner of the screen
- Select Settings
- Select Message Templates
- Enter a custom message
You can easily personalize message templates by adding fields that will automatically fill in information like the customer’s or merchant’s name. Including memes, GIFs, and emojis is also an easy way to make your customers smile and potentially increase your tips!
Here are a few common message templates Runners use:
- Greeting: Hey [CUSTOMER_NAME], it’s your Favor Runner, [YOUR_NAME]! I just got your order for [MERCHANT_NAME] and I’m headed there now. See you soon!
- Traffic: Hey, [CUSTOMER_NAME]. I’m sitting in some pretty bad traffic right now—just wanted to give you a heads up. I’ll be there as soon as possible!
- Closed merchant: Hey, [CUSTOMER_NAME]. Unfortunately, [MERCHANT_NAME] is closed. Would you like to place an order for something else?
You can turn message templates on and off under Settings in the Runner app. Once you've made templates you'd like to use, tap the message icon to choose from a list of your templates. The selected template will open in a new message, which you can either edit or send. You can also choose a blank message if you do not wish to use a template.
Check for accuracy
Our customers appreciate accuracy. You can use the Item Checklist in the Runner app to avoid any mistakes, then double- (or even triple-) check the order to make sure it is correct and isn’t missing any items before leaving the restaurant or store.
Share your progress
Don’t forget to advance through each stage of the delivery process in the Runner app to help keep the customer updated as you go along.
Keep it fresh
There’s nothing more disappointing than a cold burger or melted ice cream. Using an insulated bag (available in the Favor Runner Store) can keep food at its desired temperature and show the customer you’re dedicated to providing the best delivery experience possible.
Don’t drop off and run
Before completing the Favor, it’s a good idea to make sure the customer knows it’s been delivered. Wait at a distance until all items are brought inside or contact the customer to let them know their order has arrived.