Hey Anthony, this is a spot-on breakdown. I think a lot of us fall into that 'arrival time' trap early on because we’re so focused on providing that personalized, small-business feel. You’re exactly right—what feels like great service in the beginning becomes a massive operational bottleneck as you start to scale.
Moving to that 'sunrise to sunset' window combined with the 'on the way' notification is such a smart move—it’s really the only way to protect the integrity of the route while still keeping the customer informed. It's a great example of shifting from working in the business to working on the business. Thanks for sharing this perspective—definitely a lesson I’m taking note of as we continue to grow!
I appreciate that! That’s exactly what happened. In the beginning, specific arrival times felt like better service because we could usually make it work. Once the routes got bigger, the promise became harder to keep consistently. The on-the-way message gave customers the communication they wanted without locking us into a time we couldn’t always control.
