Home Delivery Services and Online Grocery Shopping
Consultancy is a necessary skill that is widely used in different fields of study. It requires a wide know how not only on the market skills but even in the practical aspect of relating with clients both in the field and outside. Therefore, every individual requires consultancy knowledge and technical skills in different areas of professionalism.
1.
Home grocery delivery has been around for the longest time. Many retail shops and supermarkets have used the ordering of grocery through emails, phone calls and other avenues. The allocation of resources by the grocery store to serve the elderly and those unable to reach the stores was a good marketing strategy and it has expanded drastically. With advancement in technology and continued use in commercial, delivery of the services at the doorstep has become rampant. Home delivery services adopted by retailers are fundamental to the grocery stores to remain competitive in the market. There was a gap in how the elderly could reach the grocery stores or carry the shopping to their houses. With the introduction of home delivery services, they have been able to receive their groceries at their homes. The service has expanded to other individuals who can access the grocery stores requesting for the same service (Barker, 2014).
Through the use of internet, the service has expanded and now serves a wide range of variety of customers. The number of customers requesting for the home delivery services has increased, and the demand has gone to the small retailers’ shops and supermarkets. The home delivery and use of the internet to enhance the programme has enabled the access of products from areas that were traditionally not reachable, and only the local stores could supply them with the required products. The use of home delivery services has increased competition, and the local stores have also developed and through the internet and have come up with ways of adapting the home internet use (Forslun, 2015).
The rate of adoption of the idea of market delivery has expanded nationwide and different retail shops and major supermarkets have blended the use of technology to enable home delivery(Huang & Chen, 2013). The click and collect phrase are used as the shoppers can select the items they need and have them delivered to their doorsteps and the demand for delivery is growing. Retailers need to effectively find ways to generate profits from the home delivery strategy. Most customers have adopted this system as it has fair prices, save them time, selection from a variety of sellers and also the conveniences of having a product whenever one needs it (Mintel, 2015). Reasons such as physical disabilities, lack of time having small children to care for, lack of transportation means and busy schedule are some of the factors that lead to increased demand for home delivery services. Shoppers can also personalize their list and post them when they need the items delivered as they purchase the products regularly.
Strategies for Success of Home Delivery Service
For the success of the online venture, the cost and quality are the key factors that the grocery shops has to consider when coming up with a strategic way of marketing its products and delivering to clients (Jelassi& Enders, 2015). The shops have to understand both the needs and requirements of the customer and how the internet technology can be usedto their advantage to make profits (Murfitt, 2014). For the success of the online retail operations in handling high demands of customers online, strategic resources are required, and the stores need to determine them. The necessary competencies have to be established to position the store strategically and the right resources to facilitate the deliveries ensured (Doherty and Ellis-Chadwick, 2016). The grocery stores can understand their customers better to ensure retention by studying their habits and interests when making orders. They can as well understand their habits, opinions and determine what can be improved to offer quality customers service. The information is used to gain insight and create awareness of the external environment. You also get to understand how your competitors are doing in the market. The information assists them position themselves strategically and find ways to improve through the received feedbacks in order to remain competitive in the market. The paper discusses the strategies that the grocery store can adopt to attain growth and profitability of the home delivery service.
The grocery stores have to position themselves strategically in the market in order to remain competitive in the market. According to Porter (2011), for effective strategic positioning, there are six principles to be used by the stores. That is, a clear value propositioning and identification, appropriate strategic fit, continuity of directions, tradeoffs accommodation, a distinctive value chain established and the right goal established. The strategy would assist the grocery store to meet the needs and requirements of the growing demand for home delivery services through the use of internet and other avenues such as phone calls, mails and many others.
For the retailers to be successful in the online market, they have to use different avenues for delivery and understand the differentmultiple retail channelsused for delivery purposes. The connections with the clients help build the relationship and can create other opportunities for the growth and profitability of the business (Nikolova&Devinney, 2012).
Delivering quality goods to customers is also another way of ensuring the success of the home delivery service and expansion to other forms of ordering such as phone calls can also be a strategy used to enhance service.
Challenges Faced by Home Delivery Services
Challenges the home delivery of groceries services faces are;
- Delivery and storage of perishable goods.
Stores have to use specialized vans to deliver perishable goods and ensure that they are still fresh when delivered. It is quite costly to the customers (Gebresenbet, Nordmark, Bosona, &Ljungberg, 2011).
- Low-profit margins for the stores,
The customers are not willing to take the extra cost of the charges that come with home delivery service. It becomes costly, and the stores do not make as many margins on profits as expected. Outsourcing the delivery services can help avoid losses made during transportation (Ragan &Adner 2011).
- Inefficient deliverers
Inefficient delivery is also another common challenge to the home delivery services. The customers expect the delivery to be on time and the quality to be maintained meaning there is need to hire more delivery persons to speed up the process and it is inconvenient as the customer do not pay extra for deliveries (Gartner 2014).
With the continued innovations and advancement in technology, there are more chances for the growth of the home delivery services and online grocery shopping. The market will become more profitable and efficient with time. Grocery stores who offer this services now would be in a position to understand the market better and remain competitive in the market.
2.
Management consultancy involves self-employed or employed individuals to use their intelligence or experience and inhibits problem-solving skills to add value to the organization in specific disciplines (Achrol&Kotler 2012). A consultant is a profession where one gives advice and provides an external views and perspectives of the operations and management practices and practices of the company. A consultant operates as generalists and sometimes specialists. The customer usually dictates the expertise and skills appropriate to the situation that needs expertise. Specific skills on market capability and knowledge, consultancy competence and professional behaviors are required for effective consultancy practices. The paper focuses on consulting competencies which describes the core skills and techniques essential in delivery the consultancy services. Consultancy competence focuses on building and sustaining the relationship with the client, focusing on the client, use of expertise and knowledge and achieving sustainable results. There are skills recommended to sustain and build the relationship with the clients. The relationship is critical to the retention of customers and continued growth of the business. It is easy to lose customers to the competitors due to poor relationships. The relationship helps build the trust and understanding of the customers’ needs ensuring continuous support. Below are the techniques and skills consultants use to develop the relationships with clients (Faulconbridge& Jones, 2012).
- Influence
The Future of Home Delivery Services
Influencing is one of the critical technique used by the consultants to build relationship with the client.Influencing is where the consultant presents compelling arguments using the relevant data and acts. The consultant has to present convincing ideas to achieve a certain outcome. They are also required to demonstrate skills in developing consensus and resolving conflicts whenever they occur. It is the basis to influence the stakeholders and achieve the desired results. The consultants apply the influencing skills to solve different situations and lead others in an attempt to see an alternative perspective that is not clear to others. When in a leadership role, the client develops the perception that you are aware of what your responsibilities are and it leads to bonding and long term relationship (Engwall, 2012).
- Communication and presentation
Consultant has to demonstrate listening and querying skills to understand the client in order to solve the problems. They use appropriate business language to present ideas in solving problems effectively. It enables the client to trust them and feel their needs are taken care of. The verbal and nonverbal communication skills have to be effective in conveying their ideas and facts, and the client has to be engaged. For the presentation, the consultant has to prepare corresponding reports and select the most appropriate style to achieve the needed results. They have to be confident in delivering presentations and use previous experiences to handle challenging situations during the process (David, 2012).
- Facilitation
To the build a relationship with clients, facilitation is an important skill required. One has to be able to manage complex situations in group dynamics, manage conflicts and concerns to achieve the desired outcome. They also have to constructively contribute to group situations and enhance group decision making to exhaust all the ideas possible (Armenakis & Burdg, 2010).
- Networking
A consultant has to network and build necessary partnerships. The networks created have to bring value to the client and enhance engagement with other external company. They use the networks to research and define the issues affecting clients and come up with innovative solutions. The effective networks add value to the clients and increase the business growth.
- Managing and Developing Other
Consultants also need to have the technique and skills necessary for management and development of people or workforce. They need to establish supportive relationships with both clients and other personnel, encourage and support long-term positive relationship. They need to delegate work where necessary to develop other people’s skills. They also seek support when appropriate and posses’ skills needed to be able to work in a cross-cultural environment (Kipping, 2011).
Management Consultancy and Consulting Competencies
The mentioned skills above help the consultants to build long term relationship with the clients. The use of customers’ relationship management software is recommended for building and developing the relationship with customers as you can keep truck of the degree of engagement with the customers. It enables the grocery stores to study the habits of shopping of their clients and are able to truck their needs. Customer relationship management is critical to the growth of all business. With the advancement in technology, companies can integrate their database knowledge with loyalty and long-term growth of customers. The technology helps in emphasis on individual and one to one relationship with the client helping understand the needs and requirement of customers to serve them better. According to Blocker, Flint, Myers, & Slater (2011), a balanced approach to technology, people and processes is required in the successful implementation of the CRM system. It presents the process of acquiring, retaining and forming partnerships with selected customers and creates value for the organization. Through CRM, the company can effectively and unified form of communication to all customers. It enhances the interaction between the customers and the company. The team should effectively use CRM (Heusinkveld, & Benders, 2012). Another recommendation is for the understanding the contract with their customers. It is advisable for the team to understand their role to the client. The details of the project should be known and what the desired outcome is. A clear goal help improve the relationship with the client (Czarniawska&Mazza, 2012).
Knowing your client is also critical in building the relationship with clients. Get to learn the interests of your clients. It will enable you to understand their requirements and meet their needs. Be a problem solver for the client. A client hires one to solve their problems. Understand the client and offer assistance where appropriate as it builds the trust and relationship between you and the customer. Another recommendation is staying focused on the projects. It enables one to perform their duties responsibly and shows your credibility. It builds the relationship with the client (Closs, Speier, & Meacham, 2011).
3.
The code of conduct exists to maintain the professional standards and competencies through honesty and integrity. The standards apply equally to the professional consultant as personal behavior, working relations with colleagues, interaction with clients, business partners, and suppliers. The service the consultants offer has to be in line with the codes (Alvesson, 2012). The code governs the processes and procedures used in practice as a consultant; one performs the highest standard of professional performance and behavior. Through the following ways, a consultant can demonstrate the elements of the code of conducts as expected; they have to take responsibility of their actions and remain accountable for them. A consultant has to use facts on making decisions or when performing their tasks. As a consultant, one must work towards achieving their goals and excellent results for the firms they are working for. It enables them to build the necessary networks they require in their area of work (Heusinkveld, & Benders, 2012). For consultants, when making managerial decisions, they are guided by the codes of conduct and are required to put the organizations interest over the personal interests. It enables consultant to deliver best results.
Relationship Building Skills
A consultant also has to keep to date with the practices and continue to develop management competencies when performing their duties at their level of work. They stick to their level of work and only act on other duties when requested to. With the nature of the work, they have to ensure confidentiality with all clients and not take advantage of situations that may arise. They should always consider the needs of the clients first during practice and do what is required to serve them in the highest standards of all time and always. In practice, the consultant has to identify and resolve conflicts of all natures take the necessary steps to protect the interest of each client when conflicts arise. In handling the client, one has to objectively exercise professional care and establish facts when a problem occurs and make an informed judgment and possible come up with recommendations for the client. Subject the recommendations made for review by other professional peers to generate other form of reasoning and solve the conflict.
For the clients, it is essential to understand their interests and come up with systematic responds to the requirements. It enables the consultant to establish and develop confidence and long-term business relationship which is beneficial to the business for both the partners. It is also advisable to ensure that there is consistency in the agreement signed and they are lawful and demonstrate the interest of the organization and management practices. For the benefit of the organization, one has to refrain from accepting services such as hospitality or gifts from the individuals who require one to be unfaithful in their tasks (Heusinkveld, & Benders, 2012). All the confidentiality information from the employer should be treated with care to protect the name and reputation of the organization. Supporting the employees of the organization in understanding their responsibilities is also recommended as it will enable them become accountable for their duties and lead to the growth of the organization.
Consultants also need to listen to the advisors in order to deliver desired results and outcome. Upholding the lawful policies and practices available to seek and improve the interest of good management policies is critical to the management of the organization you based in (Engwall, 2012). Working towards reconciling personal and corporate values with the advisors is also advisable to aim at communicating, supporting, and identifying relevant policies, practices and information in the organization. It enables the organization to uphold overall objectives and contributions towards achieving the set targets and goals. The advisors are responsible for regulating and mentoring the consultant to develop abilities and become responsible for their own actions. Following the codes of conducts is essential in increasing competency in an organization and personal developments in the consultant management.
Influencing Skills
Conclusion
The codes of conducts are essential in not only maintaining the work ethics by the consultants, but also managing the relationship among the workmates, interactions with clients, business partners and suppliers. They aid in the relationship between the consultants, advisors and in the group. They protect the confidentiality and reputation of the customers and the consultants too. It enhances problem solving of conflicts that may arise when performing duties. Consultants are also able to deliver quality results as they are accountable for their actions hence strive to deliver excellent results to the organizations.
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