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These insights show how restaurants can make it easier for food allergy customers to say yes to takeout delivery.
People with food allergies often avoid delivery service like the boogey man is on the other side of the door.
There are simply too many variables, too many unknowns, too many touch points,  too much distance between placing the order and delivery.  Whatever discomfort a food allergy customer feels in onsite in the restaurant it skyrockets 10 fold when ordering through a delivery service.

1.   Call Centres

Call centre employees should speak food allergy.

Just like a server in a restaurant, they are the first point of contact.  Also, just like a server they will need to be able to answer basic questions about menu items and cross-contact prevention.

Sure customers can always contact the restaurant directly for more specific information.  However, it sets the right tone and is quicker to prepare call centre staff with standard, non-ambiguous food allergy answers that would accompany a printed menu.

Strongly encourage or make it mandatory that all 3rd party delivery services to speak food allergy.


2.  Label Everything 

The delivery process is so disconnected for the customer, so the more assurances that checks and balances are in place the better.  When an order is being bagged identify the specific food allergy on all containers and the bag itself.


3.  Manual Check

Manually checkoff each item on the ticket as it goes in the bag.  This shows the food allergy customer that someone actually had eyeballs on the order and manually confirmed that every item going into the bag is the right one.


4.  At the Door

When an aware server a delivers the order back to the table they confirm that it is in fact the food allergy order.   Train delivery people to do the same because this adds another level of attention to detail and consumer comfort.


5. Bagging

In the restaurant or for takeout, bag food allergy orders completely separate from non-food allergy orders.  This minimizes the chance of cross-contact and silently tells the customer the staff in the restaurant know what they are doing.

The key to owning aware delivery is to mirror the assurances customers would experience in restaurant.