Restaurants, and particularly their kitchens, can be busy places. Having customers to meet, greet and possibly seat, along with couriers arriving for pick-ups, can place stress on staff, chefs and owners.
The key to a smooth handover of your order is efficiency (on your part, and theirs) and polite professionalism. Here are some tips to help everyone get along and do their jobs.
Please remove your helmet when on the premises
This will help a lot with communication. Eye contact is perhaps the most important part of establishing understanding and trust. Plus, your voice won’t be muffled.
Smile and greet the staff when you arrive
Politely make them aware you’re there for a pick up, and let them know your order number. Wait in the designated area if they have one. If there is no waiting area, try not to crowd the counter or customers.
Treat the food right
Come prepared with a clean thermal bag. Handle the food carefully and ensure it’s packed in a way it won’t spill or leak. Keep hot and cold food or drinks separate so they arrive at the customer in great condition.
Be respectful at all times
Never use abusive language or raise your voice. Try to remain patient and understanding in the event you’re kept waiting longer than expected. The staff may be busy and working as fast as they can to prepare the order. They will appreciate you remaining calm and professional.
If the wait becomes too long, or you experience any rudeness from restaurant staff, please contact courier support for help.
Interactions with restaurant staff
A great part of being a food courier is engaging with customers, restaurants, and the general public. When things get busy, keep things professional and positive. This helps avoid any potential issues while you’re out on delivery.
Perhaps the simplest way to think of it is to treat others as you would like to be treated yourself.
Discrimination
Legally you must treat people equally regardless of their age, gender, race, etc. When interacting with our partners, their staff, customers, and members of the public, it’s important to be polite and respectful at all times. Please keep your conversations friendly and professional, and do not speak rudely or use obscene language at any time.
Harassment
Harassment is not ok at any time. This can include sexually suggestive comments or behaviours such as staring or physical contact; propositions such as requests for dates or comments about the way someone looks. Remember, comments can be interpreted differently depending on the person, so if in doubt don’t say it.
Our community behaviour guide runs alongside the Courier Agreement and Requirements agreed by you in contracting to perform delivery services for Just Eat. You can read it again here.
Your rights
You too should expect to be able to do your work with dignity and respect, free from discrimination, harassment or bullying. In the event you feel you are subject to any harassment or abuse, please remove yourself from the situation and contact the police if it’s urgent. In non-urgent situations, please use the safety tagline to contact courier support.
If a situation does escalate it’s worth remembering that someone else’s anger isn’t your responsibility to resolve. But reacting calmly will help to keep you safe and avoid worsening the situation.
Think LOWLINE. These tips may be useful to de-escalate a heated interaction:
Listen to their concerns. Offer reflective comments to show you’ve heard them. Wait until they have expressed their frustration. Look and maintain eye contact. Incline your head slightly to assume a non-threatening posture. Nod to show you understand. Express empathy.
If you are unable to resolve the dispute, contact us through the Courier app and we will help in any way we can.
