May 3, 2022
What if you could boost your business’s revenue just by offering a top-tier version of the services you already offer?
This is the idea behind white glove services. Say you own an electronics store, and you’re already sending two-person teams to deliver heavy items, such as TVs. Some consumers will surely pay more to also have you unbox their new TV, install it, and clean up afterward. And since you already have teams in place, the added cost to you would be minimal.
Smart business owners in a vast array of industries are capitalizing on therising demand for customized productsand services delivered with the utmost care, and you can, too.
Topics covered in this article:
- What Is White Glove Service?
- What Is White Glove Delivery?
- Why White Glove Services Are Good for Your Bottom Line
- Simplify White Glove Operations With OptimoRoute
- What Types of Businesses Offer White Glove Service?
What Is White Glove Service?
White glove service is a popular term for top-tier, ultra-personalized services. A quick Google search traces the origins of “white glove” back to English footmen who donned iconic white gloves while serving the wealthy elite. Today, “white glove service” doesn’t necessarily mean that a service is provided by gentlemen in waistcoats and pristine white gloves; rather, it is synonymous with “full service.”
Businesses in many industries offer white glove services to customers looking for faster, more convenient, or more hands-on services. White glove moving services, for instance, usually include not only transporting the contents of a building or home from one place to another but also safely wrapping and packing those items, unpacking them, and cleaning up packaging materials when the job is complete.Some white glove service providers even offer the option of debris removal, which can be a lifesaver for customers if they’re in the process of remodeling and have debris strewn all over their floors.
What Is White Glove Delivery?
White glove delivery takes the same concept of elite customer care and applies it tolast-mile deliveryor courier services. Instead of just dropping packages off outside a delivery address (as is normal for standard final mile delivery), white glove delivery teams will typically bring items all the way to the purchaser’s room of choice within a home, office, or another building.
White glove delivery may include additional services such as bringing items up or down flights of stairs or providing special care for fragile items where standard deliveries wouldn’t. White glove couriers often unbox items upon delivery and clean up packing materials. White glove appliance or electronics deliveries may also include installation of the item being delivered.
This “special attention” can make all the difference for customers, who are willing to pay an additional cost for the added convenience and peace of mind.
How Is White Glove Delivery Different from Inside Delivery?
Inside deliveryis a lower-tier service than white glove delivery and, despite its name, doesn’t usually mean that an item will be brought inside. Instead, inside delivery is a service where items are delivered to the door of a business or residence.
Inside deliveryis helpful for businesses that don’t want valuable items left at a loading dock, or for consumers who don’t want a home delivery left on the curb. Many couriers offer both inside delivery and white glove delivery services.
Why White Glove Services Are Good for Your Bottom Line
White glove services present a huge opportunity to increase your business’s bottom line. The reason for this is twofold: you can charge more money and reduce your overall costs.
1. Customers will pay more
Surveys conducted by Capgemini revealed that most consumers (more than 80%) will pay more for asuperior customer experience, such as those characterized by white glove services. How much more consumers will pay varies depending on the specific industry and specific high value services being offered, but here are a few examples:
White glove furniture delivery:Macy’s furniture customers will pay more than30% more for white glove deliverycompared with drop-off inside the home’s entrance. (Prices based on current delivery pricing forthis couch— $250 for white glove delivery versus $190 for inside home-entrance drop-off)
White glove movers:According toThumbtack, customers may pay50% to 100% morefor full-service moving services compared with standard services. (Prices based on moving a three-bedroom house.)
Ride hailing:To take an Uber Lux ride from Los Angeles International Airpot to the Getty Center, you can expect to pay at least250% morethan the standard UberX rate. (Prices based onUber’s price calculatorresults.)
Regardless of your industry, one thing is certain — if you offer premium service, you can charge premium prices. And research has also shown that speed, convenience, and human touch (defining characteristics of white glove services) have the power toboost repeat salesbecause customer needs are being met. So white glove services are a valuable tool for increasing your customers’ lifetime value, too.
2. Reduce your business’s overall costs
Consulting firmMcKinsey & Company reported, “White-glove services offer a high return on investment. In fact, they present an opportunity for significant cost savings because they accelerate the resolution of contact center issues (or prevent issues altogether) and deepen customer trust and loyalty. . . .”
At OptimoRoute, we have witnessed firsthand how white-glove service offerings mitigate customer service complaints and help high-touch operations run more cost-effectively. Real-time customer notifications, for instance, have reduced the number of incoming customer service calls for OptimoRoute users as much as 70%. You’re less likely to have consumers calling in and asking about their packages when your routing software automatically sends customers a link to track their package in real-time.
As an added benefit, real-time notifications also reduce the number of failed delivery attempts businesses encounter because consumers are more likely to be home to accept a package when they know the exact delivery time.
Offering white glove delivery services is a great way to set your business apart from the competition and increase your profits. By providing a better customer experience and reducing your costs, you can make your bottom line shine.
Simplify White Glove Operations With OptimoRoute
At OptimoRoute, we’ve helped hundreds of businesses, from flower shops and HVAC companies to online retailers and shippers, streamline their white glove operations.Clarke Customer Care, a top tier kitchen appliance installation and maintenance company based in New England, uses OptimoRoute to assign technicians with specific skill sets to individual service requests. OptimoRoute has helped Clarke Customer Care achieve a first-time fix rate of 80% and enabled their dispatchers to factor in vehicle cargo capacity when scheduling service appointments.
Here are just a few things you can do with OptimoRoute:
Schedule and route service appointments or deliveries up to five weeks in advance.
So your customers have plenty of notice, and your team is operating at maximum efficiency. Need to make adjustments or modify schedules after your technicians are in the field? No problem. Dynamic replanning enables you to send new routes and schedules directly toyour field teams’ phones.
Increase efficiency of field operations.
A key factor in white glove services is showing up on time, especially when your customers are paying extra. OptimoRoute automatically calculates the most efficient routes for thousands of deliveries or service appointments — in a matter of seconds— which means your planning and execution time is minimized.
Increase visibility and agility of field operations.
Respond quickly and effectively when changes need to be made usinglive trackingand automatic route-planning capabilities so operations remain on track no matter what challenges pop up along the way. Using OptimoRoute, Hardie’s Fresh Foodsraised their on-time delivery rate1.5% month-over-month to a rate of 94%.
Ensure a personal touch for your customers by empowering your employees with all the information they need.
OptimoRoute is designed with easily accessible customer notes, so your field team gets all the information they need to handle every job at an elite level. Dispatchers, couriers, and technicians can note everything from which door to knock on to the specifics of a job, and even how to pronounce a client’s name. Little things like this go a long way toward making your client feel important, which will keep them coming back.
Provide customers with real-time updates.
As we mentioned earlier, real-time customer notifications have reduced incoming customer service calls for businesses using OptimoRoute by as much as 70%. And real-time tracking has been shown to drive repeat sales. One survey found that 85% of ecommerce consumerswill buy from a retailer againif that business provides real-time tracking “throughout the delivery process.”
Once you’ve delivered elite service, make sure you follow up with your customers. Use software such asFormspreeandZendeskto send customer feedback forms, and be sure to ask your clients to leave positive reviews.
Pro Tip:You can easily integrate OptimoRoute with your tech stack using ourweb service API.
What Types of Businesses Offer White Glove Service?
Because white glove service is, at its core, any service delivered with the highest level of care and attention, any type of business can offer white glove services.
Even businesses at opposing ends of the cost spectrum within the same industry offer white glove services. For instance, both luxury and economy car dealerships offer white glove shopping and delivery options. SelectMercedes-Benz dealershipsprovide white glove delivery of newly purchased vehicles. And someToyota dealershipsoffer a white glove buying experience that enables customers to shop for and buy their vehicle from the comfort of their own homes before having their new car delivered.
A variety of field service providers offer white glove services, too.Clarke Customer Careis one such company. For Clarke Customer Care, white glove service means showing up on time, getting the job done efficiently, and leaving customers’ homes just as clean as they were when the service providers arrived.
White glove services are sometimes referred to by different names. Amazon’s Prime service, for example, could be considered a white glove service because membership grants consumers access to faster, more convenient, and sometimes even more affordable buying and shipping services. Even medical offices have embraced white glove services, offering concierge medicine and direct primary care medical services for a fixed monthly fee.
At OptimoRoute, You Get White Glove Treatment, Too
At OptimoRoute, we believe you deserve white glove service, too. We pride ourselves on offering top-tier support to all of our customers, so you can provide the same level of service for your own clients. Whether you’ve been with us for a year, or you’re still in your30-day free trialperiod, we’re here to answer questions, walk you through features, and help you reach your revenue goals.
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FAQs
What are the benefits of white glove service? ›
With white glove delivery, extra care and attention are paid during the entire process of handling, shipping, delivering, unloading, unpacking, and setting up the product. This significantly reduces the chance of damages in transit or during handling; damages that can be extremely costly since they're high-value items.
What is the difference between white glove delivery and regular delivery? ›“White glove” is a phrase used to describe excellence in care, service or attention. White glove delivery service is a method of shipping or receiving products that need more attention than regular parcels due to their size, value or fragility.
What to expect from white glove delivery? ›White-glove service can mean that after the items reach their destination, they are uncrated and unpackaged by the shipping logistics company (like Craters & Freighters), and if the items need setup, the company can handle that as well.
What is white glove delivery service? ›However, in logistics white glove actually refers to a superior delivery service where the consignment is packaged carefully, handled safely, delivered when the customer needs it, and with extra services provided.
What is white glove strategy? ›Traditionally associated with high-value customers, the 'white glove' approach is about delivering premium – prompt and tailor-made – services to customers with acute attention to detail. Indeed, 95% of customers say they will stay loyal to brands that provide quality customer service.
What are the examples of white glove services? ›Some of these White Glove Services include automated scanning, direct delivery to site, last mile delivery, delivery notification, pads and padded straps to secure cargo.
Are you supposed to tip white glove delivery? ›So, do you need to tip a white glove delivery service provider? The decision is your choice. Whatever you feel comfortable with is the correct choice.
Why is it called white glove service? ›Like many things that began with a more literal interpretation, the idea of “white glove” service started as exactly that – movers or shippers actually wearing white gloves to protect the product. In its most common usage, the term is defined as “marked by special care or attention.”
What does white glove customer service mean? ›What is white-glove customer service? White-glove customer service is the process of surpassing clients' expectations by prioritizing their needs, genuinely caring about their success, personalizing their experience, and solving for issues before they arise.
What defines a white glove business? ›providing a very high level of service, or involving a lot of care about small details: The cruise company does not want to risk alienating the other passengers who don't get the white-glove treatment.
Do you give tip for furniture delivery? ›
Remember, the delivery team is not expecting a tip, so whatever you feel comfortable spending is always appreciated. As a benchmark, it is standard to tip a furniture delivery person $5 to $10 for their work. With this, it is suggested to tip more depending on the complexity of the delivery service.
What is another word for white glove? ›or white-gloved
immaculate; spotless; sterile: a white-glove environment.
adjective. ˈ(h)wīt-ˈgləv. : marked by special care or attention : meticulous. white-glove service.
Do delivery drivers know if you tip? ›Final Thoughts. In conclusion, Uber Eats drivers cannot see the customer's exact tip when they place their order, but most drivers can figure out if a customer left a tip based on what the order is paying. If you're a customer and want to get your food delivered to you quickly, you should leave a fair tip.
Is it bad not to tip delivery drivers? ›However, tipping is not required nor commonly expected for this service. Unlike restaurant servers who are paid a low wage and rely on tips to make up a large portion of their income, delivery drivers are compensated by the company that is providing the delivery service.
How much do you tip a delivery driver? ›The Web site www.tipthepizzaguy.com suggests the following: 15% for normal service, with a $2 minimum; 20% for excellent service; 10% or less for poor service; at least 10% for orders of $50 or more. Don't assume a delivery charge, if there is one, goes to the pizza deliverer. Ask the person who takes your order.
What are white glove items? ›White Glove products are packaged with high-quality materials along with standard packaging materials. All these layers ensure that the product is completely secure and safe from any transportation damage. If the need arises, the package can be made resistant to moisture and temperature.
What is white glove vs standard? ›What is White Glove Delivery? While a standard freight service will offer curbside delivery, White Glove services are premium carrier services for large, bulky items that may need to be moved, installed, or set up.
Who wears white gloves to work? ›The top-scoring answer was doctor, followed by Mickey Mouse, nurse, and dentist.
What is the mission statement of the white glove? ›With all the changes in the healthcare system; navigating to obtain care can be confusing; White Glove is here to simplify the process! The mission of our organization is to provide exceptional care to you or your loved one.
How much do you tip a 40 dollar pizza delivery? ›
How much to tip the pizza delivery driver. Generally speaking, delivery orders that are less than $20 are given a minimum tip of $3. If the order is over $20, then it's customary to calculate a tip that is 10%-15% of the order (but never less than $5).
Do most people tip furniture delivery guys? ›Furniture delivery tips aren't expected, but are highly appreciated by delivery workers since it's a physically demanding job. Tip $5 to $20 per worker depending on the difficulty of the delivery and the quality of service. Give at least $10 for hard deliveries or outstanding work.
Do you tip furniture assembly guys? ›Furniture assembly
If your furniture delivery person is also assembling your furniture for you, it's customary to tip a certain amount—these can be brutal. After all, remember how hard it was to assemble that Ikea bookshelf in college? Depending on how long the task takes, $10 to $20 is a good amount.
Room-of-Choice: This may also be referred as “white glove” delivery. Great at putting things together, but not as good at lifting heavy packages? Room-of-Choice is likely your best bet. The movers will deliver the shipment to your desired room within the residence, including up or down stairs.
What are different delivery modes? ›- Vaginal delivery.
- Assisted vaginal delivery (vacuum or forceps).
- C-section (Cesarean birth).
- VBAC (vaginal birth after cesarean).
If you opt for threshold delivery, our carrier will bring your item to your front door at your scheduled appointment time. The fee for white glove delivery is $100. If you opt for white glove delivery, the carrier will bring the item into the room of your choice, unbox it, and complete any necessary assembly.
Does white glove delivery include stairs? ›A typical white glove service provider will carry the item into your home. This includes carrying the item up stairs or through tight hallways to get to its final destination. Once the item is inside, the delivery professional will assemble it and remove any packing materials.
What does white glove service mean in hotels? ›White gloves are considered a symbol of cleanliness and quality hygiene in the hospitality industry, including the medical industry, hotels and restaurants, and the delivery industry. They are presented with the meaning of "clean, courteous, quality service".
Does white glove delivery include assembly Costco? ›White Glove Delivery provides placement, light assembly and removal of packaging materials.
What is white glove logistics? ›Rather than simply placing freight on a loading dock or trailer, white glove logistics – also referred to as final mile delivery – ensure that shipments are delivered to meet customer expectations. In simple terms, white glove logistics implies a premium delivery service that gives shipments extra attention to detail.
What are the 4 types of delivery? ›
- Impromptu Delivery. As the name implies, this is delivery with little or no preparation. ...
- Extemporaneous Delivery. ...
- Manuscript Delivery. ...
- Memorized Delivery.
There are four main kinds of speech delivery: impromptu, extemporaneous, manuscript, and memorized.
What are the four basic methods of delivery? ›The four most common delivery methods are impromptu, manuscript, memorized, and extemporaneous.
What is a white glove professional? ›White glove delivery is quite a broad industry term used to describe a range of services offered by logistics companies that go over and above their normal curbside pick-up and delivery options.
What is white glove onboarding? ›White-glove onboarding is hyper-personalized onboarding where sales or CS teams take customers by hand to show them the product. White-glove service is pretty expensive, so companies that use it mostly do so for just high-profile clients.
What is a synonym for white glove service? ›offering, involving, or treated with special care and attention. The star got white-glove treatment wherever she went. Synonyms and related words. Careful and cautious. careful.
What is FedEx white glove? ›White glove delivery with FedEx
FedEx offers white-glove expedited shipping services for customers. Their personnel has been trained and certified to handle sensitive shipments. Also, FedEx's white-glove service guarantees the following: Secure Transportation Solutions. Temperature-Control Services.