Delivery is a complex aspect of business. There are a lot of moving pieces throughout the process. There’s multi-item picking, route optimization, capacity planning, and even managing customer expectations. All of these aspects need to be looked at as early as possible. Not doing so could lead to disaster.
And while disaster might be unlikely, there are several smaller mistakes that occur frequently. These errors do need to be monitored and resolved, particularly as they will have an impact of the business’s bottom line. Fortunately, this post is here to help, with three delivery mistakes and how to resolve them explained below.
Leaving Customers in the Dark
First things first, communication. When communication fails, customers are left in the dark. They have no knowledge of their delivery. No idea when to expect it. No clue if it’s even dispatched and out for delivery. Such uncertainty only heightened delivery anxiety.
This is a quick way to tell your customer you do not prioritize their time. They might be stuck indoors, waiting for the order, only for it not to arrive. In some cases, this will continue for days. As a result, the trust that customer once had in your brand will dwindle and break, and they might even choose to shop elsewhere in the future.
Communication is key here. You should create a system where automatic updates are sent to the consumer as their order moves through the process – from order confirmation all the way to out for delivery.
Failed First-Time Deliveries
Not every package is delivery smoothly. Some will be unsuccessful. Not only do this affect the customer, but it will also have an impact on your business. A failed first-time delivery could increase fuel costs and cause return-shipping losses. In some cases, it’ll even result in damaged goods.
Of course, this can be tough to resolve, especially as the customer is not under the business’s control. Instead you might opt delivery partners that offer flexible scheduling. A courier service Las Vegas businesses trust offers scheduled pickup and delivery services. This means you receive professionalism and speed, as well as dependability.
But the communication from the first point will also matter here. This way, customers are notified about the delivery attempt before it occurs, giving them the opportunity to be home in time. If not, then you might want to provide alternative options – like a pickup locker.
Inadequate Returns Management
Although not necessarily delivery, returns does fall under this category. When a return is smooth, customers are much happier to follow the process and even purchase from the business again. However, when a return is complex or unclear, things become a little less… positive.
In fact, inadequate returns management is one way to destroy loyalty. One negative experience is enough to drive 40% of shoppers away. So, with this in mind, you need to ensure the process of returning a product is simple. A good option is including pre-paid returns labels with every order. This removes the hassle of contacting customer service to begin a return.
To conclude, delivery is a major part of running a successful business, but many companies still make a mistake now and then. Resolving these delivery mistakes quickly will help you avoid unhappy customers and dwindling profits.