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.
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.