White Glove Service: The What, The Why, The How, And Everything Else
White glove services are emerging as a critical factor that influences a modern consumer’s brand loyalty. They are not only providing a satisfying last-mile delivery experience but also a superior shopping experience. This is even more critical as more heavy, cumbersome, and expensive freight size products are looking to be sold directly to the consumer.
There was a time when eCommerce and direct-to-consumer sales businesses were all about efficiency. A few clicks of a button, perhaps a phone call or two, followed by a speedy delivery, and that’s it – the customer gets what they ordered, and everyone is happy.
Those days are behind us.
The modern consumer desires more from their shopping experience. Their expectations have transcended beyond the quality of the product they receive. They demand more than just a good product – they crave a fulfilling shopping experience that rivals that of a showroom.
White glove services are specially designed to satisfy these rising expectations especially when it comes to larger freight sized products.
What is White Glove Service?
What’s the first thing that comes to your mind when you think of white glove service?
A classy butler? Perhaps, an impeccably suited valet? Maybe a maître d’ in a high-end restaurant?
A common thread connecting them all is that they all wear white gloves, and they all evoke a sense of luxury. And, that’s where the term ‘white glove services’ comes from.
White glove services refer to the careful handling of products during delivery, with extreme attention to detail, to ensure a flawless delivery experience. White glove service professionals literally wear white gloves to inspect, handle, and deliver the shipment to the customer.
Depending on the product, white glove service may involve gentle handling, doorstep inspection before customers at the time of delivery, swift returns processing, and more. Every precaution is taken to make sure that the customer is left with a profoundly satisfying shopping experience.
Why White Glove Services?
Think of the regular delivery experience. The delivery person drops the product at the customer’s doorstep, often without any notification or alert. The customer returns home and is delighted to find the product. Everything’s great!
But what if someone stole the package before the customer arrived?
What if the customer finds an expensive package damaged on arrival?
What if the customer did not like the quality of the product and wants to return it?
What if the product is so heavy the customer can not even get it inside their home by themselves?
The dissatisfaction with such a delivery experience can quickly turn a frustration when the products are of high value – monetarily or emotionally – to the customers. Such issues may cost brands the loyalty of their customers.
That’s why, white glove services!
Types of Products That Require White Glove Service
White glove services are typically employed for delivering expensive items and perishable goods. Some of the common categories of products for which white glove services are employed include:
- fragile items
- Perishable goods – cakes, vegetables, etc.
- Expensive equipment
- Consumer appliances
- Expensive electronics products
Advantages of Using White Glove Service
Employing white glove service for last-mile delivery offers several key benefits for eCommerce customers and direct to sales businesses. In fact, they can be the differentiating factor in winning over the customers from the competition. Here’s a quick overview of them especially if the products are large, cumbersome, and/or expensive:
- Real-time Tracking
White glove service ensure complete transparency from pickup to delivery, giving the customers real-time updates on the status of their shipment.
- Unmatched Timing
White glove teams not only deliver the shipments on the promised day but also on the promised time. Customers can indicate the time they’ll be available for receiving the delivery, and the white glove teams will reach them on time. This is especially important for larger items, the client might not even be able to lift into their house or building by themselves.
- Attention to Detail
White glove teams leave no stone unturned to ensure that the package is handled with care. Special packaging, padded vans, climate-controlled trucks, CCTV cameras, two-member delivery teams, debris removal post-delivery, and other aspects, help them make a flawless delivery.
These are some of the many advantages offered by white glove services, which translate into customer satisfaction and loyalty.
With cutting-edge technologies like API automation, online businesses can streamline their business logistics by seamlessly sharing the shipment data with LTL freight service providers. It further ensures a quicker and better shopping experience for the shoppers. In some cases, forward-thinking freight companies have and or are fully automating the final mile shipping process for online commerce.
If your firm would like to explore more technology-forward Final Mile Service for freight please give us a call. We would be happy to walk you through our fast-evolving suite of freight shipping automation apps for white glove and other freight services.
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