Welcome to Grab's guide on best practices for merchants. Over the years, we've gathered insights from merchants, drivers, and consumers to help you streamline operations, maximize customer satisfaction, and foster repeat business.
\nPart 1: Be Ready to Receive and Fulfill an Order
\nEssential Preparations for Receiving Orders:
\n- Keep Device Sound Volume High: Never miss an order notification.
- Check Receipt Paper: Ensure your device printer is stocked and ready.
- Monitor Menu Availability: Update out-of-stock items to avoid disappointing consumers. Learn more here.
- Display Point of Sale Materials (POSMs): Allows driver-partners and customers to clearly identify you as a Grab Merchant.
![\"\"](\"https://helpcenter-cms-assets.grab.com/helpcenter/globalimage/a3307c36bcbaf011bbd36045bd1f9b9d.png\")
Manage Order Flow:
\n- Update Order Preparation Time: Check the predicted order preparation time upon receiving an order. If more time is required, update the order prep time to provide accurate ETAs for our driver-partners and consumers. Learn more here.
- Manage Order Flow: Use Busy or Pause Mode if the store is busy to prevent overload and cancellations. Learn more here.
- Start immediately: To ensure timely order fulfillment, start preparing orders immediately after receiving them.
Ensure Order Accuracy:
\n- Verify Orders: Double-check item price and total order value if you are re-entering orders into a separate system.
- Note Special Requirements: Pay attention to customer’s preferences, especially with multiple menu variations.
- (For GrabFood) Communicate OOS: Notify customers using the GrabMerchant app call or message function to confirm their choice for out-of-stock items before editing orders.
- (For GrabMart) Track Customer Choices for OOS Items: Monitor customer choices for out-of-stock items and replace or remove items as instructed. Learn more here.
![\"\"](\"https://helpcenter-cms-assets.grab.com/helpcenter/globalimage/79789d42bcbaf011bbd36045bd1f9b9d.png\")
Part 2: Maximize Customer Satisfaction by Ensuring Quality During Order Preparation
\nPrioritize Hygiene:
\n- Maintain hygiene by washing surfaces and following food storage practices.
![\"\"](\"https://helpcenter-cms-assets.grab.com/helpcenter/globalimage/4dce9a48bcbaf011bbd36045bd1f9b9d.png\")
Improve Order Packing Precision:
\n- Prevent Spillage:
![\"\"](\"https://helpcenter-cms-assets.grab.com/helpcenter/globalimage/1f9c934ebcbaf011bbd36045bd1f9b9d.png\")
- Double-Check Variations: Verify the item name for specific variations (e.g., Less Sugar vs. Zero Sugar) during preparation.
- (For GrabMart) Update Menu Details: Ensure the item’s Unit Of Measure is updated in your menu to help your staff select the correct variation. Consider assigning unique SKU numbers for each item variation.
- Use a Checklist: Cross-check items against the receipt and ensure commonly missing items (e.g. condiments, cutlery and add-ons) are included.
Secure and Organize Items for Delivery:
\n- Seal and Stabilise:
![\"\"](\"https://helpcenter-cms-assets.grab.com/helpcenter/globalimage/fc1c935abcbaf011bbd36045bd1f9b9d.png\")
- Organize and Label:
![\"\"](\"https://helpcenter-cms-assets.grab.com/helpcenter/globalimage/89bb8b60bcbaf011bbd36045bd1f9b9d.png\")
- Mark as Ready: Once prepared, mark the order as \"Ready\" to help driver-partners get assigned quicker as well as update consumers on the expected delivery time. Learn more here.
Part 3: Ensure Efficiency and Accuracy When Handing Over Orders to Delivery-Partners
\nStreamline Order Collection:
\n- Set Up a Collection Point: Designate a clear area for order collection with visible signage to facilitate easy pick-up.
- Efficiently Manage Large Orders:
![\"\"](\"https://helpcenter-cms-assets.grab.com/helpcenter/globalimage/dd8c7f6cbcbaf011bbd36045bd1f9b9d.png\")
- Learn more here.
Ensure Accurate Handover:
\n- Confirm Order ID: Verify the order ID with the driver-partner before handing over the bags. Encourage them to double-check the Order ID on their app.
- Update Order Status: Remind driver-partners to swipe \"Order Pick Up\" in their app to update the order status, enhancing the consumer experience.
Part 4: Use Customer Feedback to Make Your Business Better
\n- Access Reviews: View consumer ratings and reviews in the GrabMerchant App under the feedback tile to enhance service quality. Learn more here.
- Review Incidents: Check the incidents section for details on consumer issues from the last 90 days to improve your offerings.
- Gain Insights: Use feedback and photo evidence to understand product quality and consumer comments, helping you make informed improvements.
- Conduct Regular Training: Organize training sessions for your staff based on customer feedback and incident reports to continually improve service and address common issues.
- Learn more about Customer Ratings & Reviews here.
By implementing these best practices, you can enhance customer satisfaction, build trust, and encourage repeat business, bolstering your store's reputation.