What is white glove delivery?
White glove delivery is a premium delivery service that goes a level above standard delivery. It generally takes place during last mile delivery and can include in-home delivery, unpacking, installation, debris removal and real-time tracking. The focus is on delivering the product with the most care possible and creating a top-tier customer experience.
The services vary by product and situation. A company may remove an old washing machine when it delivers the new one. A furniture company may carry a bedroom set to the bedroom, unpack it, assemble it and set it up where the customer wants it. Another provider may offer expert packaging for fine art or other delicate items.
Challenges of white glove delivery
White glove service brings benefits, but it takes extra strategy and logistics to do well. Staff often need specialized training, and the process requires careful scheduling and more time and resources than standard delivery.
The challenges vary by product and by the services included. Each company needs to plan how to provide the extra level of service for what it delivers. Common challenges include:
Getting the item to the location on time
Accounting for flights of stairs
Installing products on site
Making sure the recipient is on site for installation
Having the recipient prepare an area in advance
Creating a delivery schedule and providing tracking
Who uses white glove delivery?
White glove delivery is most common in sectors that handle high-value or delicate items, including:
Electronics
Fine art
Furniture
Jewelry
Appliances
Medical equipment
Breakable items
Fresh foods
Items for people with disabilities or older adults who need extra support
High-end customers who expect an elite experience
An ocean vessel arrives at port; intermodal containers are offloaded and placed onto truck chassis
Types of white glove delivery services
White glove service can include several components:
Timely and specific delivery
Some white glove services guarantee the delivery time so the recipient can be present. High-end and fragile items often cannot be left unattended. The service may also specify where the item goes, such as a garage or entryway, or require carrying it up flights of stairs.
Packing and unpacking
Extra protection can include custom boxes or crates, bubble wrap, packing peanuts and other materials suited to the item. The service may also include unpacking.
Assembly
Delivery professionals may need to assemble an item delivered in pieces. For example, they may bring a bed frame in parts and put it together in the bedroom.
Installation
Installation can happen at delivery. A recipient may choose installation of a television, internet modem, shelving system or other product that would otherwise take extra work or a third party.
Debris removal
Debris removal can mean taking away packing materials after unpacking. It can also include removing the old furniture or appliance and debris from installation, such as dust from drilling cabinets into drywall.
Real-time tracking
Real-time tracking shows where the package is in transit and its estimated arrival. Customers can plan around the delivery, especially when they need to be on site for services like installation.
Benefits of white glove delivery
White glove service benefits both the provider and the customer:
Increased revenue for the provider
Improved customer satisfaction
A reduced risk of damage
A personal touch added to ecommerce shopping
Reduced delivery times
Added convenience for customers
Win the last mile
How technology supports white glove delivery
Transportation and logistics are central to offering white glove delivery. A transportation management system (TMS) supports the service by:
Planning and scheduling deliveries
Providing real-time tracking
Managing item removal services
Communicating with all delivery parties
Integrating delivery experience surveys
These capabilities support the level of service customers expect and help providers and shippers stand out from competitors.