The Best of Both Worlds: How to Combine First-Party Control with Third-Party Flexibility for a Better Guest Experience

When it comes to restaurant delivery, the guest experience is everything. But in today’s third-party delivery world, many restaurants are finding that the guest experience is slipping through their fingers. Why? Because when you hand over the delivery process to third-party platforms, you lose control of the critical moments that matter most to your guests.

In today’s delivery landscape, there’s no need to choose between existing first-party and third-party models. Instead, you can take the best of both worlds to create a new delivery system that combines flexibility with control. This new approach allows restaurants to offer in-house delivery with the same flexibility drivers enjoy in third-party platforms — providing a guest experience that is consistent, reliable, and reflective of your restaurant's quality.

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Why First-Party Delivery is Great for the Guest Experience

First-party delivery has been the go-to model for industries like pizza and Asian cuisine for years. These restaurants maintain their own delivery operations, hiring and managing in-house drivers who ensure a smooth, coordinated experience. Here’s why this model has worked so well for guest satisfaction:

Total Control Over the Delivery Process

When you manage delivery in-house, you’re in control of the entire journey — from order placement to the moment it reaches the guest. You control when food leaves the kitchen, how it’s packaged, and how quickly it gets delivered. This means you can synchronize your kitchen operations with driver schedules, ensuring that food is always fresh and hot when it arrives at the guest’s door. 

Better Communication with Guests

First-party delivery allows you to communicate directly with your guests throughout the delivery process. You can send real-time updates about their order status, provide accurate delivery times, and quickly address any issues that arise (like sending out a replacement order, not just a refund). This direct line of communication helps you build trust and strengthens the guest’s relationship with your brand.

Consistency and Personalization

With in-house delivery, your drivers become an extension of your restaurant. They understand your brand standards and know how to uphold the quality your guests expect. Because they are familiar with your restaurant’s systems and values, they can offer a more consistent and personalized experience. It ensures every guest receives the same high level of service, every time.

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What Works About the Third-Party Delivery Model

While third-party delivery platforms have their challenges, there are clear advantages that have made it the go-to choice for most restaurants. Here’s what works well about the third-party model:

Flexibility for Drivers

Third-party platforms, like UberEats and DoorDash, provide drivers with the freedom to work when it suits them. They can choose their own hours and pick up shifts as needed, allowing them to fit work around their personal schedule. This flexibility appeals to gig workers who prefer not to be tied to fixed shifts or schedules, making it easier for them to earn on their terms.

No Staffing Headaches for Restaurants

For restaurants, the third-party model eliminates the burden of hiring and managing delivery drivers. There’s no need to deal with employee scheduling, payroll, or the HR challenges that come with maintaining a staff. Third-party platforms handle the logistics of matching drivers with orders, so restaurant operators can focus on food preparation and operations without worrying about managing a delivery workforce.

Dynamic Earnings and Demand Fulfillment

Third-party platforms allow for dynamic workforce management, where drivers can maximize their earnings during peak hours and restaurants have access to a larger pool of drivers when demand spikes. This dynamic structure ensures that restaurants can meet delivery demand without the stress of coordinating extra staff during busy periods. Similarly, drivers can capitalize on high-demand times to increase their earnings.

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A New Approach: Combining Flexibility and Control for the Best Delivery Experience

Both first-party and third-party delivery models offer valuable benefits, but they also come with significant downsides that have long frustrated restaurant operators. First-party delivery gives restaurants control over the guest experience, but it can be costly and difficult to manage, especially with staffing challenges. On the other hand, third-party delivery offers flexibility and a wider network of drivers, but restaurants lose control over the delivery process, often leading to inconsistent service and potential harm to their brand.

Restaurant operators have had to choose between these two imperfect options — until now. A new, more flexible model has emerged that takes the best of both worlds, offering in-house delivery using dedicated, on-demand gig drivers. This approach merges the control of first-party delivery with the flexibility drivers love from third-party platforms, creating a superior experience for guests, drivers, and restaurants alike.

Here’s how it works:

Dedicated, On-Demand Drivers

Empower Delivery enables you to manage a pool of dedicated drivers who work exclusively for your restaurant while on the clock, but operate as gig workers. These drivers aren’t your employees — they’re 1099 contractors who can choose when they want to work, giving them the flexibility they value. However, unlike third-party platforms, you work with drivers that you choose, and can make sure they provide a consistent, high-quality guest experience. This model ensures that drivers are invested in your restaurant’s success without the need to manage full-time employees.

Seamless Driver Management with Smart Software

Managing your own fleet of drivers might sound overwhelming, especially if you’re already struggling to hire and schedule staff. But with Empower Delivery’s software, the burden of driver management is eliminated. Our platform handles everything from onboarding to payment, giving you the efficiency of a 1099 driver fleet without the extra work. It eliminates the hassle of dealing with call-outs, no-shows, or unnecessary scheduling. The system also optimizes order-to-driver handoff, ensuring minimal wait times and allowing drivers to complete more deliveries and earn more money while providing a seamless guest experience.

Better for Drivers, Best for Guests

With Empower Delivery, you get the best of both worlds. Drivers enjoy the flexibility of gig work, while your restaurant benefits from dedicated, reliable delivery personnel who understand your brand. This results in a better guest experience — food is delivered fresh and on time, communication is streamlined, and the entire process is in your control. Plus, because you own the delivery data, you can personalize future experiences and re-market to your guests directly.

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Elevate the Guest Experience with Flexible, In-House Delivery

In today’s competitive restaurant landscape where consumers expect convenience and high-quality, delivering a great guest experience is essential. First-party delivery offers the control and consistency needed to meet your guests’ high expectations, but the traditional employment model can be difficult to manage. That’s why Empower Delivery’s solution is a game-changer. By using dedicated gig drivers managed through our platform, you can take back control of the delivery process, enhance the guest experience, and reduce the headaches of staffing and scheduling.

Ready to see how Empower Delivery can transform your restaurant’s delivery experience? Get in touch with us today to learn more about our innovative approach to restaurant delivery.