Quote from Benjamin on June 12, 2019, 11:49 am

Hero's Role

 

You are isabiDeliver's greatest assets. You are our face to the customer and that makes you VERY important to us! We need you to be a reflection of our brand and community. We need you to be our champions!

 

When our customers are happy, they will continue to use our service, but when they are not, they will leave. And if we lose business, you lose business.

 

• 91% of unhappy customers will not do business with you again.
• Did you know it takes 12 positive customer experiences to make up for one negative one?
• Did you know that someone who has a bad customer experience tells up to 7 people? If someone has a positive experience, they only tell three.
• The most requested improvement for businesses is "better human service".

 

That means that we need you to believe in service with a smile, and that you will complete every order like it is an urgent order from the president. We need you to attempt to solve any problem that comes your way, and follow the rules we have created for you because you know that they are all in place to help you deliver a premium customer experience. You are CRUCIAL to our success as a company! Take pride in that!

 

 

 

RULES

 

• Be online at least 240hrs a month. The longer you are online, the more money you make!
• Leave data on throughout the duration of a delivery as the customer needs to be able to track the order. See penalty below.
• Log on and off based on your availability. Don't forget!
• Confirm orders in less than 60 seconds or they will be dispatched to someone else.
• Always call the customer to confirm before starting a pickup
• Always ensure that assigned deliveries are completed and marked successful on your App
• Ensure that assigned deliveries are completed same day and not spilled over
• For scheduled deliveries, be there before the pickup time. See penalty below.
• You will not be paid for orders without formal dispatches from isabiDeliver.
• All package drop offs must be signed for in the isabiHero App by the recipient.
• Orders can only be marked as successful when they are both delivered and signed for. See penalty below.
• Communication to clients is always in English.
• Always start call to client with “Hi my name is Hero _____ and I’m calling from isabiDeliver.”
• Do not send 'please call me' messages or ‘flash’ clients.
• When collecting cash on behalf of client, deposit the cash to client’s account number immediately and add image before marking the delivery successful. Call isabiDeliver if you are not sure about the account number.
• Check correct amount before depositing cash. If any goes missing, you are responsible.
• isabiDeliver Branding is mandatory throughout an entire order. Please have your reflective jacket with you always. See penalty below.
• Be clean! Clean reflective jacket, clean shirts, clean backpacks, clean cooler bags.
• Dress to impress. No sweatpants or open shoes. No bright colors
• Think ahead to plan your finances for fuel, airtime, data and servicing. These are not things that we cover.

 

 

 

Penalties

 

We have a reputation to uphold, when one rider does something wrong, it brings down the whole team. So we take swift action to ensure it does not happen again. You will be suspended or penalized immediately in case of any wrong doing during an order. You will then be summoned for further discussion or disciplinary action.

 

Issue	Refund Amount
Delay in pickup	Blocked from the App for 2 days
Delay in Delivery	Blocked from the App for 2 days
You damage a package.	You will pay the value of the package
You lose a package in transit.	You will pay the value of the package
You mark orders as delivered/picked prematurely.	Blocked from the App for 2 days
Scheduled pick-ups delays.	Blocked from the App for 2 days
You go to the wrong pick-up location/delivery location despite being given the correct information.	Blocked from the App for 1 day
Your phone is off during a delivery.	You will be blocked and require to pay a fine of ₦3,000 before account can be reactivated
You solicit isabiDeliver customer outside the App	You will be blocked and require to pay a fine of ₦5,000 before account can be reactivated
You do not update task in time	Blocked from the App for 1 day.
Customer complains you are rude.	You will be blocked and require to pay a fine of ₦5,000 before account can be reactivated
You are seen by customers with a branding not approved.	Blocked from the App and account may be deleted.
You confirm an order and decide not to do it.	You will be blocked and require to pay a fine of ₦3,000 before account can be reactivated
You complete an order in the app but don't do it.	You will be blocked and require to pay a fine of ₦5,000 before account can be reactivated
You leave package with wrong recipient.	Blocked from the App.
You fail to get and submit signature of the client.	Blocked from the App for 1 day.
You do not cover your 240hrs in a month	You will not be eligible for bonus
You are Online but not accepting request or rejecting requests	Blocked from the App and account may be deleted.
You are seen riding without wearing Helmet, Reflective Jacket or Covered Shoes	Blocked from the App for 2 days
You cancel a pickup or delivery for reasons other than the ones listed in the App.	You will be blocked and require to pay a fine of ₦3,000 before account can be reactivated