Although you might have superior business processes in place for customer deliveries, it is still possible for inconveniences such as shipping delays to occur. Such occurrences can be quite frustrating to your customers and can even mean losing them to the competition. As a result, having the right response to such delays is paramount for your brand to remain relevant.
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Here are four considerations to make when handling delays:
Simplify Your Internal Process
Whenever a customer makes an order, they expect it to reach them conveniently and in the shortest time possible, according to Pallet Anywhere. The more complex your internal process is, the longer it will take for an order to be processed and shipped. Complex processes increase the stages that a simple task takes before the product is released from your warehouse.
In case you have a complex internal process, consider reviewing it. Be sure to use a strategy that reduces the gap between lead and cycle time. When customers feel that their orders are given priority, they will appreciate doing more business with your brand than with your competitors and continue being a part of your loyal following.
Communicate With Your Customer
Communication is a business pillar that cannot be ignored when it comes to shipping orders. While you might have given your customers the ability to track orders, they still need to know the reason behind any delays. Whenever you realize that a delay is inevitable, contact your customers and explain the issue to them in a simple way.
Emails may be a fast and effective way to contact them, but calls are the better option, as noted by Hubspot. Not only will the customers appreciate the extra effort you took to call them, but you will also offer a more personalized solution to the problem. When calling them, be sure to discuss every detail concerning the order such as the time they should expect delivery.
Offer Some Form of Incentive as Compensation
More often than not, a first time client will stop doing business with you once they experience a delay in their first order. As a result, compensating them for their lost time and frustrations is necessary in order to retain them. Offer them a deal that they can’t refuse as compensation. For instance, you can give a discount on their next purchase or even offer free shipping.
Additionally, you can choose to add a bonus item to their next order, preferably an item that will also play the role of cross-selling your products and services, according to Customerthink. This will further urge them to consider you for repeat business.
Provide Your Customers with Options
Delays might occur due to issues beyond your control such as flooding or even unexpected fleet issues with your courier service. In such situations, offering customers an alternative will save both your reputation and their time. Consider the alternatives that they have before pointing them to the best way forward.
For instance, you can ask them to cancel the order or wait for the issue causing the delay to pass. Refunding them will also make your business look professional as well as increase your credibility. In case they choose to cancel the order, consider offering free shipment back to your warehouse to protect your integrity.
Conclusion
Preventing shipment delays is the best way to counter issues with your current and future customers. When the delays can’t be prevented, you have no other choice but to work out a way that will carefully take your customers through the reasons for the delay while making them feel appreciated. Use the above tips to increase your business’ customer retention rates.
