Most individuals are not looking for additional applications, additional tabs, nor more scheduling headaches. Rather they want to utilize “on-demand” (or instant) service in ways that save them time; minimize follow-up questions/requests; and complete the desired outcome efficiently (and correctly) the first time. The key distinction is between using an application/service as a means of obtaining assistance and utilizing an application/service as a new layer of complexity/time-consuming activity.
For most busy families/households and small businesses, an “on-demand” solution could be a viable alternative to a hectic schedule. However, unless each request is clearly defined, quickly communicated, and accurately matched with the task at hand, the on-demand process may lead to financial losses or frustration. Therefore, using this type of service effectively involves more than simply pressing a button. It requires knowledge of when to assign tasks; how to communicate those assignments; and when speed is more important than precision.
What on-demand really means in practice
Fast service means you get things done quickly. This often means getting something done immediately — like getting your groceries delivered today, or having a handyman come to fix something in your home today, or assembling some new furniture today, or running errands today, or helping move some stuff around your house today (or from one house to another), etc.
And it’s about more than just being fast. It’s also about making things easier.
This is important. When there are many jobs that need to be completed within a short amount of time (i.e., on an urgent basis) they will typically “pile-up”. A missed pickup creates a delayed installation. A delayed installation creates lost workdays. And so forth.
How to use on demand without wasting time
The quickest path to subpar results is treating all tasks as if the vendor will have to read your mind in order to know what you want. To make on demand assistance feel effortless, the request has to be specific.
First start with the desired end result instead of just the action. Saying, “I need help with my office” is vague. Saying, “Two desks to assemble, remove old boxes and clear out the room by three today,” provides the vendor something actionable.
Clear requests produce fewer questions and answers, which creates better response times.
Use photos when there is a spatial relationship involved (i.e., space; furniture; clutter; doors/entrance/exit points etc.) or the item(s) being moved are large/bulky. It’s also very helpful to use a short description of the project along with some quality images to eliminate much of the confusion prior to beginning the job.
This method is particularly useful when working with apartment buildings, retail stores and/or smaller offices because of limited elevator/stairwell access, loading docks or narrow hallways that may limit time frames for completion.
Finally, timing is everything. If an issue is urgent, specify what urgent means. “Same day service” may mean many different things depending upon who you ask. If you need a pickup to occur before a customer arrives at a meeting or complete a job prior to an upcoming lease inspection, communicate this directly. Specify the deadline (time frame), rather than general urgency.
The best tasks to hand off first
Many individuals do not utilize on demand services as much as they could simply because they use them to fix bigger problems. However, in many instances, this type of service is most beneficial when applied to moderate-sized tasks which are time sensitive, somewhat frustrating and easily definable.
Generally, Homeowners and Renters receive the greatest benefit of using these types of jobs which take up approximately half a day for no particular purpose; furniture assembly, small moves, drop-off donations, hauling items, errand running, and small setup jobs. These types of tasks appear manageable at 8am however by the end of the day will have consumed your entire weekend.
Small Business Owners find their “sweet spot” in what I call “operational clutter”. This can include picking up supplies, delivering items, resetting rooms, breaking down events, providing basic installation support, or moving light equipment from one place to another. While not exciting job assignments, they represent the exact types of jobs that pull an owner/manager away from high value activities.
The main point is to delegate those tasks that cost more money for you to perform (than the service does). If performing the task yourself is costing you client time, rest time or momentum then the decision to outsource may be the most efficient option.
When on-demand is worth the cost
People frequently evaluate the cost of a service compared to the cost of completing the same work on their own; however, that is only half the equation. A more valid evaluation is what is the real cost of doing it yourself?
The additional time you take off from work (and therefore lose pay), the vehicle you borrow (and therefore pay for), the time spent waiting for your friend (or in some cases a ride home) to show up, the rescheduling of meetings, the extra three hours you spend to complete something that was supposed to take just an hour are examples of how expensive it can be if you do things yourself. When on-demand services eliminate delays, prevent disruptions to other projects or tasks, and remove a project/task that has been pending for days (in some cases weeks or months) this is when they earn their value as a service.
However, not every job requires immediate attention. If there is flexibility in a particular task or job and it will not cause any problems elsewhere, then pre-scheduling this activity may be the best way to go. The relationship between speed and price is constantly being evaluated by smart consumers. Smart consumers utilize urgency when it makes sense and plan when it doesn’t.
How to choose the right provider
When trying to develop consistent usage of on-demand services, it is easy to overlook the significance of provider choice. The fastness of the providers response is valuable; however, reliability will have a greater impact in regards to the speed of response leading to poor results.
The most important aspect initially is to look at the communication from your potential providers. Are they able to clearly define their scope of work, availability, as well as provide direction regarding what additional information may be required by them before proceeding? Generally speaking, those that can communicate simply operate simply. As such, this becomes an extremely important factor when needing someone to accomplish a specific task quickly without having to “babysit” the entire process.
Secondly, determine whether or not the requested service fits into the service providers’ scope of work. Services can vary greatly depending upon the type of job being completed. For example, some are optimized for delivery while others are designed to help with labor assistance, assembly, or local transportation requirements. Ensuring that you select a service provider who has expertise in completing similar tasks will save both time as well as money due to eliminating confusion related to pricing.
Lastly, local knowledge can significantly aid in the completion of any job. Since a large portion of customers utilize these types of services throughout urban areas (i.e. Metro Vancouver), factors such as access, parking, traffic conditions, strata regulations and building designs all play a significant role in even small-scale projects. Therefore, selecting a service provider who is knowledgeable about servicing locations such as Vancouver, Burnaby, Surrey and Richmond is generally going to produce a better estimate of project timelines, as well as reduce/prevent avoidable delays.
Common mistakes that make on-demand feel harder than it should
One error is waiting too long to ask for assistance. Often customers will spend hours trying to put pieces of the puzzle together (i.e., come up with their own solution), and then make a call to get service when the need has reached a crisis point. In most cases earlier requests would have created different solutions, and reduced customer frustration/stress.
Other errors include providing inadequate information. Providing incorrect gate code, or unit number, or a miscalculation of the items needed to complete a job can extend completion time in half. This seems small at first, but these are factors that determine whether a job is done quickly, or not.
Some people want instant answers for tasks that were poorly defined. They will not work. Regardless of how quickly you provide service, if there is no clear objective to meet, the results may vary greatly.
Lastly, do not treat each task as an emergency. If all things are emergencies, none of them are. Use rush service for things that relate to deadlines, access, operational functions or the day-to-day operation of your business.
Making on-demand part of your routine
The most efficient way to make the most of on-demand services is to begin viewing them as a method to assist in managing workload, rather than simply as a last resort.
Households can apply this approach by outsourcing those tasks which cause the greatest amount of recurring stress, such as monthly donation runs, occasional pickup of large items, installation and setup of new equipment at home, etc. (during busy weeks) prior to these become overwhelming. Small business owners could use outsourced resources to handle overflow, last minute logistical issues, or other tasks that disrupt their daily activities. This will be the most effective if you identify common trends with the types of tasks causing problems for you. If you find yourself experiencing the same type of problem over and over again, then there is probably no reason why that task needs to remain one that causes problems for you. In many cases, that would indicate that using a service is a cost-effective solution, not an additional expenditure.
QuickHand was designed with this view in mind. QuickHand provides assistance with “getting things done” quickly, without requiring a lot of effort to coordinate. The faster you can have someone provide you the assistance you need to accomplish something, the more valuable the service will be.
A simple rule for better results
If the job is very simple, can be done quickly, and isn’t an ideal way for you to spend your day, delegate it. That’s usually when you want to go with on-demand service options.
It doesn’t make sense to give up all control by outsourcing every single job. What you’re trying to do is eliminate as many of the jobs as possible that get in your way, distract you from a bigger project, or remain uncompleted longer than they need to.
When you think about using on demand services with this perspective, they will no longer feel like some kind of “convenience” option; instead they’ll become practical tools that will keep your day flowing.