How to Handle Difficult Customers and Bad Reviews as a Driver

An angry customer is testing you. When faced with aggression or hostility, your natural instinct might be to defend yourself or argue back. Don't. This is exactly when you need to stay professional.

Here's how:

• Take a physical breath: A deep breath signals your nervous system to calm down. Your tone and body language will follow.
• Lower your voice: When customers are shouting, they expect you to match their energy. Speak 10% quieter than normal. This naturally de-escalates tension.
• Use their name if you know it: "Mr. Johnson, I understand your frustration..." personalizes the interaction and shows respect.
• Empathize without taking blame: Say "I can see why you're upset" not "I'm sorry I'm terrible at my job." One acknowledges their feelings; the other undermines your credibility.
• Avoid defensive language: Never say "Well, I did..." or "That's not my fault." Instead say "Let me help resolve this."

Most customers aren't angry about the delivery itself. They're angry because something else happened—a missed window, a damaged package, late arrival for an important event, or feeling disrespected.

When a customer complains, 80% of the time, they just want to be heard. Resist the urge to interrupt with excuses. Let them finish.

Active listening looks like:

• Silent acknowledgment: Let them vent without interrupting. Don't plan your response while they're talking.
• Clarifying questions: "So the package arrived at 5:45 PM, but you needed it by 5:00? Is that correct?"
• Repeating back: "If I understand, you're frustrated because the delivery was late and that caused you to miss your event. Is that right?"
• Apologize for impact, not blame: "I'm sorry that late delivery disrupted your evening" shows you care about their experience, not that you failed.

Documentation isn't just for bad situations—it's your armor when disputes arise. A customer might claim you never knocked, damaged their package, or were rude. Without records, it's your word against theirs.

What to document:

• Delivery photos: Snap a photo of packages at the delivery point (unless company policy forbids it). Timestamp photos prove what you delivered and where.
• Time records: Log exact delivery times. This protects you if a customer claims you arrived outside their window.
• Conversation notes: After an argument, write down what was said, when, and by whom. Include their contact info and exact complaints. Do this immediately while memory is fresh.
• Condition reports: If a package was already damaged when you received it, note that. Take a photo. This protects you from being blamed for pre-existing damage.
• Special instructions: If a customer gives you unusual delivery instructions ("Leave at back gate, not front door"), photograph the final location to prove you followed orders.