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You need to hear what your customers are saying to your delivery drivers. Your drivers probably talk to current customers more than most of your sales personnel.  You specifically need to find out and resolve the complaints that are conveyed back to your office from drivers as quickly as possible. Since the drivers are given a strict delivery list to go by for the day, it is unlikely they will properly document and report on the things they hear. Give these guys an internal person to telephone and explain delivery problems. The assigned inside person will ask thorough questions, find out who in the customer’s organization is upset or who is complaining or asking for more product information or a shipment resolution. Your assigned person logging this information immediately contacts sales personnel to correctly react to the issues reported by these drivers.  Set up a system that is extremely easy for the drivers to follow and someone easy for them to get ahold of to convey customer problems.

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