Most of your customer interactions last 10–30 seconds. A knock, a parcel handover, maybe a quick signature, and you're gone. But those few seconds matter more than you'd think. The right words build goodwill, prevent complaints, and make your job easier. The wrong words — even well-intentioned ones — can trigger formal complaints, damage your company's reputation, and create problems that follow you. Here's a practical guide to what works and what doesn't at the door.
What to Say
"Hi, delivery for [name]." Simple, professional, gets straight to the point. Using the customer's name shows you've checked the label and you're delivering to the right person.
"Would you like me to put it somewhere specific?" For larger items, this shows consideration and prevents the customer from having to drag a heavy box inside from wherever you've left it.
"Have a great day." A quick, positive sign-off costs nothing and leaves a good impression. Sounds small — but customers remember friendly drivers.
"I've left it [location] and taken a photo." For ATL deliveries where the customer is watching through a doorbell camera. Letting them know where it is and that you've documented it builds trust.
"I'll need a signature for this one." Clear and direct. The customer knows it's not optional and you're not being difficult — it's procedure.
What Not to Say
"That's not my problem." Even if a customer's complaint genuinely isn't your fault (wrong item, late dispatch, damaged in warehouse), this phrase escalates every situation. Instead: "I understand — I'd suggest contacting the sender directly, they'll be able to sort it out."
"I'm running late, I don't have time." The customer doesn't care about your schedule — they care about their parcel. If you're in a rush, be efficient without being rude. You can move quickly while still being polite.
Anything negative about your company. "Yeah, the company's useless" or "this always happens" might feel relatable, but it damages your employer's reputation and can get back to management. According to Fair Work Australia general protections, employees have obligations around conduct that extends to customer interactions.
Comments about the customer's property or purchases. "You order a lot of stuff" or "nice house" — even meant as friendly — can feel intrusive. Stick to the delivery. You're there to drop a parcel, not make conversation about their lifestyle.
Personal opinions on anything. Politics, weather complaints, comments about the neighbourhood — keep it neutral and professional. You interact with hundreds of different people weekly. What's casual banter to you might be offensive to someone else. Keep it to "hi, here's your parcel, have a good one."