How do I check a pet store’s delivery service for heavy bags of food?

Start with the customers. Ask for a list of regular delivery accounts and how often they order. Heavy bags are bought repeatedly, which makes this a loyal base, but find out whether those customers would stay if delivery changed. Ask whether delivery is charged for, free above a threshold or used as a favour to a few people.

Look at the cost. What vehicle is used, who owns it, and what are fuel, repairs and driver time? Is the driver a regular employee or helps out when needed? Ride along on a route and watch the loading, the handling, the stairs and the unloading. Heavy lifting leads to injuries, so ask about past incidents and what the shop does to prevent them. Ask your insurer how the vehicle and the drivers are covered.

Finally, think about the goods. Food in a vehicle should be kept dry and handled with care, and customers expect fresh product with sensible dates. Ask how returns, damaged bags and recalls are handled for delivered orders. Then ask your accountant to separate delivery income from its costs, so you can see whether the service pays for itself.

Key takeaways

• Get the list of delivery customers and their ordering habits.
• Ride along on a route to see lifting, loading and customer contact.
• Ask about the vehicle, driver arrangement and insurance cover.
• Compare delivery income with what the service costs to run.