Curbside to white glove: each service level as a named line

“Delivery: $249.” To the curb, through the front door, or upstairs with the table assembled and the cartons removed? That sample charge names a price without naming the job.

Sell a clearly described service level and any agreed add-ons. In OrderPilot, reusable named fees keep the charge visible on the quote, while service products handle separately sold work. The customer and delivery team should be able to read the same scope.

Write the service menu before entering the fees

Delivery labels need definitions the store and its partner agree on. White glove is especially worth spelling out: customers can hear it as permission to expect every kind of setup.

Use the delivery-level glossary as the starting distinction, then write your actual scope. The following prices and boundaries are illustrative:

These are menu examples, not market rates. Price the service from the store's costs using the delivery-fee guide. Define additional work, such as tall-storage anchoring, only where the service is offered by qualified people with the correct scope.

Show the chosen service as its own line

A visible delivery line helps the customer understand the offer and any later change. If delivery is included in a promotion, show the named service and its discount so the scope remains clear.

A customer can then choose a different level knowingly. “White glove” followed by a precise description is more useful than an unexplained delivery amount. The crew should not have to interpret the showroom's most optimistic use of the word “included.”

Offer the levels while discussing the room, not after the customer has mentally finished the purchase. The delivery add-on guide shows how to connect the service to the customer's actual needs.

Reuse the names in OrderPilot

Create reusable fee templates for the delivery levels and common add-ons. Fixed fees suit a stated service amount; percentage fees are supported when that matches the store's pricing policy. A percentage is a pricing choice, not a way to avoid defining the service. Staff add the chosen fee and add-ons to the quote at the desk. The separate names keep a stairs charge from being hidden inside a general delivery total. The POS fee form supports the same selling conversation on the iPad. Review the name, basis, and amount before completing the quote, particularly where the service was assessed separately. Customer documents show named fees as their own rows. Preview the quote and invoice, and review the POS receipt used by the store, so the customer can recognize what was bought. The quote-fee guide covers the relationship between those charges and discounts.

Use a service product for separately sold work

A service product is useful for work such as a design consultation or a separate assembly visit. It has no physical pickup or delivery, stays out of vendor POs, and appears in its own service table on documents. A delivery fee on the customer order is a selling charge, not a purchase instruction to the furniture maker. Vendor freight and customer delivery should be recorded in their own appropriate places. That keeps the PO focused on what the store is buying.

Review a downgrade as a change to the agreement

If the customer changes from white glove to curbside after signing, review the actual service, access, charge, and payment adjustment. Update the customer-facing agreement and request a new signature where required; the old signature should not silently cover a different service.

Tell the delivery partner too. A corrected quote doesn't tell the crew to leave the cartons at the curb unless the booking instructions are also changed. Keep the customer's accepted choice with the order.

Review the menu when crew costs or service scope changes, and train associates on the updated wording. Use the annual delivery planner to coordinate any promotion with the capacity to perform the service.