The Final Link
According to Cory, the most important element in properly executed home deliveries is the human one—the delivery person themselves.
"You have to have people who are knowledgeable," he says. "They can't just stick the product in the house and leave. That just leads to problems. Your delivery people should know something about the product they deliver.
"For example, when we send out big plasma-screen TVs for delivery, we like to make sure the deliverer also brings an inexpensive progressive scan DVD player as well. Why? Because once the TV is connected to the customer's cable, the new TV may show a sort of fuzzy picture, depending on the kind of cable signal they receive. We have our delivery people bring the DVD player and a few visually engaging DVDs. During the installation process, they also hook up up the DVD player if the customer doesn't have one, just to show the real quality of the TV when it shows images from a progressive scan DVD player. This does two things: it lessens the number of returned TVs and promotes the sale of progressive scan DVD players. It's a simple step, and it only takes a few minutes, but having a delivery person who is knowledgeable and willing to take this extra step makes the store look that much better."