Grocery Delivery Training & Pay

You’re probably wondering: is there a protocol for making deliveries? How do I get paid? What’s the appropriate dress attire? No worries, we’ll cover all of those areas here.

Overview

Congrats on being one of the chosen, carefully selected to deliver happiness to customers.  PigeonShip takes great pride it’s Pigeons.  We want you to be successful.  We want expectations to be clear.  We want your earnings to be transparent, reliable, and fast.  In return, we want great customer reviews.  We encourage you to go above and beyond.  The tools and resources below will allow for quick and immediate success.  Please follow instructions and protocol.  Always feel free to ask questions.

 

Please note:  Delivering for PigeonShip is not a job, but rather an opportunity to make some extra income with awesome flexibility.  It’s designed to compensate you for lending a professional service with minimal inconvenience.  As you become a more experienced Pigeon, you’ll learn how to optimize your time and make deliveries that are easy and convenient.  

 

To be successful at delivering groceries, you’ll need:

  1. A clean and reliable vehicle
  2. A smart phone
  3. A great attitude
  4. A temperature controlled bag
  5. A couple totes or laundry baskets

Smith’s ClickList Grocery Delivery Protocol and Pay

  • A driver has an hour window for the delivery.
  • A driver may deliver 3 orders in 1 hour.  However, only 2 orders can be delivered at the same time.  The driver would need to return to the store to pick up and delivery the 3rd order, but only if ontime delivery isn’t jeopardized.  Never take more orders than can be timely delivered.
  • It is important to Smith’s and their ClickList customers that we make the deliveries on time.
  • The first window of the day is 7-8am and the last is 8-9pm. That means there are 14 delivery windows in a day, 7 days a week.
  • Ideally, PigeonShip gets a 3 hour notice from the stores of when a delivery will be, but this doesn’t quite happen for many of the early morning deliveries, and occasionally other times. Those “short notice” and “late notice” orders will pay more in accordance with the amount of time until the delivery.
  • NOTE: If the text doesn’t say “GROCERY”, it isn’t a Smith’s order, but a different Pigeon order that you can take.
  • Although pay isn’t by the hour, but rather by the job.  Average delivery takes 20 (really like 30) minutes.  The average tip is about $1-2 per order, but often more.
  • If two orders were picked up and delivered in the same delivery hourly slot, it’s safe to assume the driver would earn $16-$20 in that particular delivery window.  It would take approximately 40 min.

Steps to a Successful Grocery Delivery

Review and Accept Delivery

 It all starts with a notification to your cell phone. Tap on the link that is attatched to that text and it will open that particular delivery order within your PigonShip account.

You get a lot of information just from these notifications including the order size, the “must be delivered by” time, the store and customers locations (city), and the pay.

There’s a GREEN BOX in the upper right corner of the screen. Click to “Accept” delivery.

NOTE: The addresses are in blue and are direct links to the locations in google maps-helpful for routing yourself and deciding whether to accept a delivery, or two.

Upon Arriving

The ClickList phone number is posted on a blue sign in each parking stall.

What to say when you arrive:

“Hi, it’s (your name) from PigeonShip, and I’m here to pick up the order for (customer name)…and I’m in (stall number you parked in).” The stores typical response is, “Great, we’ll have that out to you in just a few minutes.”

Afterward, tap the “I’ve Arrived” button in your order.

 

Call the ClickList and Mark Arrival

 

The ClickList phone number is posted on a blue sign in each parking stall.

What to say when you arrive:

“Hi, it’s (your name) from PigeonShip, and I’m here to pick up the order for (customer name)…and I’m in (stall number you parked in).” The stores typical response is, “Great, we’ll have that out to you in just a few minutes.”

Afterward, tap the “I’ve Arrived” button in your order.

        Loading the Groceries into Your Vehicle

When the ClickList team brings the order out, provide freezer bags, totes, baskets, etc. as it is loaded into your car. Keep orders organized and secure, so that items don’t fall out, roll around or run away into hiding in your car!  Be especially careful with bread, eggs and bananas!

NOTE: When doing multiple orders at the same time, keep food orders separated, and take tote stickers from Clicklist to identify which order is which. Keep correct report with it’s order.

With each order, the store will give you a report to give the customer (tells what the customer ordered and any substitutions, price matches and out of stock items) with their receipt, and usually a “Thank you for using ClickList!” card. The card has the store’s phone number in case the customer has any questions or concerns about their order.

When the ClickList team brings the order out, provide freezer bags, totes, baskets, etc. as it is loaded into your car. Keep orders organized and secure, so that items don’t fall out, roll around or run away into hiding in your car!  Be especially careful with bread, eggs and bananas!

NOTE: When doing multiple orders at the same time, keep food orders separated, and take tote stickers from Clicklist to identify which order is which. Keep correct report with it’s order.

With each order, the store will give you a report to give the customer (tells what the customer ordered and any substitutions, price matches and out of stock items) with their receipt, and usually a “Thank you for using ClickList!” card. The card has the store’s phone number in case the customer has any questions or concerns about their order.

Take 2 “Pick up” pictures: one of the food order…and one of the entire sheet with the report and receipt. It’s recommended to use your camera in your phone as opposed to the in app option, where it’s easy to lose pictures when you lose (or can’t get) internet reception.

Toward the bottom of the screen, in the section designated for pick up picture, press blue “Browse” button. Choose the (2nd for iPhone…4th for Android) option that appears and it will bring up your recent pictures. Choose one picture and then press blue “Upload” button. Do this for each of the 2 “pick up” pictures. (You’ll be repeating this process for your “drop off” picture).

NOTE: Uploading these pics can take time depending on your internet signal. You may need to start moving to get them to upload.

Note: Pictures CAN be uploaded when later, when you’re not rushed, to help you be efficient with your time.

Tap “Mark Picked Up” and Upload Pictures

Take 2 “Pick up” pictures: one of the food order…and one of the entire sheet with the report and receipt. It’s recommended to use your camera in your phone as opposed to the in app option, where it’s easy to lose pictures when you lose (or can’t get) internet reception.

Toward the bottom of the screen, in the section designated for pick up picture, press blue “Browse” button. Choose the (2nd for iPhone…4th for Android) option that appears and it will bring up your recent pictures. Choose one picture and then press blue “Upload” button. Do this for each of the 2 “pick up” pictures. (You’ll be repeating this process for your “drop off” picture).

NOTE: Uploading these pics can take time depending on your internet signal. You may need to start moving to get them to upload.

Note: Pictures CAN be uploaded when later, when you’re not rushed, to help you be efficient with your time.

Deliver Groceries

  1. Arrive On Time to Customer’s location. 
  1. Tap “Mark Delivered” button

Use your phone’s camera to take just ONE “Drop Off” picture of the customer’s location and (ideally) your car flag in the background, or side of the shot. In the designated “drop off” picture section of the order, press the blue “Browse” button, choose the option for your most recent picture taken again, select the photo, press blue “Upload” button. Pictures can be uploaded at any time, but it’s best to do them as you’re making the delivery.

NOTE: You can mark the order delivered in the system, but until you have pick up picture(s) and a drop off picture uploaded, the pay will not appear in your “Wallet” for the order!

3. What to say to the customer:

“Hi, I’m Lana from PigeonShip, with your CLICKLIST order from Smith’s!”

(Say it with a smile!) Hand them their receipt/report.

Some customers will invite you to their kitchen, some will take the delivery at the door. Be helpful and courteous, and try to be aware of possible special needs. If you’re not comfortable entering, simply indicate that they can take the bags/ totes into the kitchen to unload them and bring them back to you. Example: “Here is your order (start setting delivery down inside the door)…You can unload these bags and totes here, or you can take them into your kitchen and unload them there, whichever is easiest for you.”     BE SURE TO GET ALL YOUR FREEZER BAGS AND TOTES BACK!!

Be happy, pleasant, helpful…be the person who you would like to see bringing groceries to YOU!

  1. Arrive On Time to Customer’s location.
  1. Tap “Mark Delivered” button

Use your phone’s camera to take just ONE “Drop Off” picture of the customer’s location and (ideally) your car flag in the background, or side of the shot. In the designated “drop off” picture section of the order, press the blue “Browse” button, choose the option for your most recent picture taken again, select the photo, press blue “Upload” button. Pictures can be uploaded at any time, but it’s best to do them as you’re making the delivery.

NOTE: You can mark the order delivered in the system, but until you have pick up picture(s) and a drop off picture uploaded, the pay will not appear in your “Wallet” for the order!

3. What to say to the customer:

“Hi, I’m Lana from PigeonShip, with your CLICKLIST order from Smith’s!”

 

(Say it with a smile!) Hand them their receipt/report.

Some customers will invite you to their kitchen, some will take the delivery at the door. Be helpful and courteous, and try to be aware of possible special needs. If you’re not comfortable entering, simply indicate that they can take the bags/ totes into the kitchen to unload them and bring them back to you. Example: “Here is your order (start setting delivery down inside the door)…You can unload these bags and totes here, or you can take them into your kitchen and unload them there, whichever is easiest for you.”     BE SURE TO GET ALL YOUR FREEZER BAGS AND TOTES BACK!!

Be happy, pleasant, helpful…be the person who you would like to see bringing groceries to YOU!

WAIT TIME PROTOCOL

  • Be sure you press the GREEN BOX “I’ve Arrived” button when you get to the store.
  • You need to allow the store a minimum of 10 minutes per order to bring your order out. If you can wait longer, you will receive a credit for the additional time you wait. If you need to leave to get to another store for a timely delivery, please make the ClickList Team aware of your time limitations.

Here’s what to say,

“ I have another delivery at (name of store) next hour…so I’ll need to leave here by (specify a time) Thank you.”

When the time passes, let the store know that you are leaving and press the red “Send My Location” bar. Also, make a brief note of the circumstances in a feedback survey.

  • If you stay and wait, but the order hasn’t been brought to you, (and you’ve waited 10+ minutes) and it’s quarter to the next hour (for example, 10:45 in a 10-11a delivery window), the order needs to be canceled by the store, and resubmitted for a later time slot. If you can accept the resubmission, it is to your benefit. Make a note of these circumstances in a feedback survey.

NOTE: Do not get into an altercation with the CLICKLIST team. If you have any questions or concerns call grocery manager immediately.

GLYMPSE TEXT INSTRUCTIONS

(slightly different for iPhone or Android)

The Glympse app is how we share our location with the customer. It shows exactly where we are, and when their groceries will arrive.

  • Download the Glympse app into your phone.
  • Open the GLYMPSE app (press 3 bars in upper corner)
  • Select SHARE LOCATION
  • Enter customers phone number, then, “done” or back arrow.
  • Select message:   Enter this message:
    “Hi, it’s (your name) with  PigeonShip Delivery. Your CLICKLIST order is on its way! Optional tip: Venmo @venmo-user-name”   (Or You can put PayPal.info)
  • When ready to send, hit the paper airplane in the upper corner
  • Optional: enter customer street address (drop down appears with complete address…select). If you do this, you will be able to touch the words “Route to…(customers address)” and it will automaticall interface with Google Maps and give turn-by-turn directions.

Video Instruction

POOLING

Pooling is when authorization has been given to combine 2 pickup’s into the same delivery window.  For example, a 10am and 11am delivery may be pooled and combined so both are picked up simultaneously.  Pooling is authorized by speaking with PigeonShip support.  You can call 84-Go-Pigeon or use the chat box if you see a pooling opportunity.  When authorized, PigeonShip support will call the store and customer to arrange.  The Pigeon driver will then be given the instructions and new pickup time.  The ability to pool is often at the mercy of the stores availability to prepare an order in advance.   

ADDITIONAL INFORMATION

 

    • The GREEN BOX buttons are very important! Get used to using them at the correct time
    • Once a delivery is accepted, you (only you) are able to upload pictures to it (even after the delivery) but you cannot remove any pictures once they are uploaded.
    • If you try to accept a delivery that is already assigned to a driver, you will get a message telling you it’s no longer available.
    • Some customers tip very modestly, some customers tip very generously… some customers don’t tip.  But still treat them as if they are going to tip you, because sometimes you get the tip after you drive away, sometimes you get the tip after the fourth or fifth time you’ve been there! Graciously accept tips when they are offered, but never ask for one.
    • Appearance matters… make a good impression. Dress comfortably, but neat in appearance. Wear your PigeonShip lanyard.
    • If you see a duplicate entry for an order you’ve accepted, accept the duplicate as well, understanding that one of them will be cancelled. This will prevent 2 drivers from showing up for the same delivery. Never cancel an order you’ve accepted that turns out to be a duplicate entry.
    • 2 orders can be taken at the same time. If possible to make it within the delivery window, a 3rd may be picked up after the first 2 are done. Only very seasoned drivers, with permission and/or under special circumstances can take 3 orders in the same hour.
    • Always contact PigeonShip support via chat box or support line 84-Go-Pigeon #4.

Appropriate Dress

We want our Pigeons to be comfortable but presentable! Please review the DRESS CODES 101 diagram and use your best judgement.

Driver FAQ’s

What do I do if the Customer isn't Home?

First try calling the customer, leave a voice message if possible, and wait a few minutes for a response. When all else fails, the order goes back to the store. But take and upload a “Drop off” picture and mark the order delivered so you’ll be paid for the effort!  Also leave a CLICKLIST “We’re Sorry We Missed You” card on their door.   If you have a second order in your car, deliver it before returning the first order to the store.

What if I need to cancel an order I’ve accepted?

If you need to cancel an order,…Press the red cancel button at the top of the screen in the text link. Call or text Lana or Penny as soon as possible. You will incur a penalty at least equal to the amount of the order.  In certain circumstances the penalty can be reversed, such as when you are directed to put an order back by PigeonShip admin., or if you accept something accidentally and let Lana or Penny know right away.

When do I use the Feedback Survey?

You only need to use the Feedback survey when you have a particular issue with an order such as size or distance, or the store entered the wrong pick up time, or when leaving a store without the order after waiting 10+ minutes and also when directed by admin to give specific information. Select “Not what I expected“ and follow prompts.

When do I use the red “Send My Location” bar at the bottom of the screen?

You only need to use the red Send My Location bar when you need to leave the store without an order to make another delivery on time, or when instructed to press it by PigeonShip admin.

How do I Find Available Deliveries?

At the top of the text link is the word PigeonShip, directly across is a box with three horizontal lines. Select that box and it will open a drop down menu. Select “Dashboard”.   In the dashboard it will show your ACTIVE deliveries (deliveries you committed yourself to), AVAILABLE deliveries (everything within your area that is available for delivery), and your DELIVERY HISTORY (info for every order you ever do).

How do I Find my Delivery History?

Past deliveries can be found on the “Dashboard” (see “How do I Find Available Deliveries?”)

What if the Store isn’t ready/takes a Long Time to Bring me my Order(s)?
Be sure you press the GREEN BOX “I’ve Arrived” button when you get to the store. You need to allow the store a minimum of 10 minutes per order to bring your order out. If you can wait longer, you will receive a credit for the additional time you wait. If you need to leave to get to another store for a timely delivery, please make the ClickList Team aware of your time limitations.
Here’s what to say,
“ I have another delivery at (name of store) next hour…so I’ll need to leave here by (specify time) in order to get there on time. Ok, thank you🙂”
~If the time passes, let the store know you are leaving and press the red “Send My Location”bar. Also, make a note of the circumstances in a feedback survey.
~If you stay and wait, but the order hasn’t t been brought to you, (and you’ve waited 10+ minutes) and it’s quarter to the next hour,(for example, 10:45 in a 10-11a delivery window) the order needs to be canceled by the store, and resubmitted for a later time slot. If you can accept the resubmission, it is to your benefit. Make a note of these circumstances in a feedback survey.
How Do I get Paid?

Every time you complete delivery by marking it delivered in the system and uploading pick up and drop off pictures, the pay for the order is automatically sent into your Pigeon wallet. Open your Pigeon wallet the same as going to your Dashboard, only select Wallet from the drop down menu (under Account on Desktop). At the bottom of the list of earnings you can enter a withdrawal request of any amount up to your total available earnings. Please allow 3-5 business days for your request to be sent to your PayPal account.

What's the Pay Period?

Your withdrawal request will be processed at least within 3-5 business days.

Are Drivers W2 Employees?

Drivers are not employees and will receive a 1099 at the end of the year.

What Vehicle Space is Required for Deliveries?

Below are the relative sizes corresponding to vehicle space:

Small: Should fit within a backpack

Medium: Fits in the front seat of a car

Large: Fits in the back seat of a car

X-Large: Fits in a hatchback or SUV

Other: Fits in a pickup truck

Where can I Order a Driver Kit and Replacements?

To order a kit click here

Please note that you’ll need to have created a new username and password separate from your pigeonship.com login details.

How is my Pay Effected if I make a Late Delivery?

This has not been implemented yet, but pigeons will receive a deduction in pay for late deliveries.