Client communication for delivery: the messages that make the difference

In delivery, you cannot smile at the customer, wish them bon appétit in person, or adjust a dish live. Written communication (messages in the bag, responses to reviews) is your only means of building a relationship.

The word in the bag is your secret weapon. A small card with “Thank you [first name if available]! Prepared with care by our team. Bon appétit!” creates a human connection in a dehumanized experience.

Responses to reviews should be personal, concise, and constructive. Example formula for a positive review: “Thank you very much [first name]! We’re delighted that [specific detail] pleased you. See you soon!”

For negative reviews: “Thank you for your feedback [first name]. We understand your disappointment regarding [specific problem]. We have [corrective action]. We hope to win you back with your next order.”

Automated messages from platforms (confirmation, tracking) don’t represent you. Add your personal touch to your bag to stand out from the standardized experience.

Consistency is key. If you insert a word into a command every other time, the client who doesn’t receive it feels slighted. Either you do it for all commands, or you don’t.