For caterers3 min read
Delivery isn't a surprise. It's an agreement.
Delivery problems can start with an unclear agreement. That's why it pays to settle the details before the first order.
A kitchen doesn't need promises. It needs information it can build the day around. If delivery is clearly agreed, work, staff and the menu can be planned. If not, everyone improvises, and improvising during service is expensive.
Below is a set of points worth agreeing before the first order goes into processing. These points are easy to write down and check.
What to agree before the first order
Order deadline
By when must an order be placed to be processed for the day you want. A clear deadline helps prevent misunderstandings. Also agree what happens to an order placed after that deadline: is it postponed, or handled by arrangement.
Delivery window
Not a minute on the clock, but a window within which delivery arrives. The kitchen needs to know when someone will take receipt of the goods and when cold storage will be free. The window is useful for the supplier too, because it's measurable.
Contact in case of delay
Who calls whom, on which number, and within what timeframe. A delay in itself isn't a disaster. A silent delay is. An agreed point of contact means the kitchen can react while there's still time.
Quantities and tolerances
With meat products, small weight tolerances are a reality. So it's worth agreeing in advance what tolerance is acceptable and how it's calculated: against the ordered quantity or the delivered quantity. The agreement should be written down, not just mentioned over the phone.
Substitute products only after confirmation
A substitute product isn't a mistake as long as it's agreed. It becomes a problem when it turns up in the kitchen unannounced and doesn't behave the same way on the griddle. The rule should be simple: a substitute goes out for delivery only after your confirmation.
Procedure in case of a discrepancy
- The discrepancy is recorded on receipt, not the next day.
- What exactly is off is written down: product, quantity, packaging.
- A solution is agreed: delivery of the missing goods, a credit note, or a write-off.
- The solution is recorded so there's no guesswork with the next order.
Why this works
Because each of these points answers a question that would otherwise crop up at the worst possible moment. An agreement made before the first delivery is the cheapest part of the whole working relationship. It doesn't need legal wording. A short note both sides understand the same way is enough.
And one more thing: an agreement isn't a sign of distrust. It's a sign that both sides mean business.
Muu's note: "The delivery note says meat. Excuses weren't ordered."