Your job isn’t over once you’ve packaged a product and sent it to your customers. You may have the perfect customer service, efficient and professional packaging, and an amazing product, but customers can still leave you angry reviews because of the delivery of your parcel.
This means that even if the carrier is to blame you’ll be the one to suffer the negative feedback. Luckily there are ways you can counteract this. These seven tips will help keep your customers happy with your brand, even if something goes wrong.
Schedule delivery times with your customers so your parcels aren’t left sitting on their doorstep in the elements and vulnerable to thieves. Of course this will depend on the carrier you are using. If you can offer a specific delivery time, give customers the option, especially for more expensive products.
Provide delivery windows if you can’t schedule a specific time. Even if you can’t guarantee delivery on a specific date, you can often provide a delivery window of several hours.
Allow customers to request specifics when it comes to parcel delivery. Customers can leave instructions about where they would like parcels left if they are not home. This will give your customers more control over the delivery process and prevents costly mistakes.
Send tracking details over the course of the delivery. Inform customers of when a parcel ships, when it arrives, and maybe even while the parcel is in transit.
Use preferred communication mediums for each customer. Give them the option to receive updates on their parcel via email, text message, or by utilizing a company tracking landing page. Your customers will appreciate being notified about their order, and giving them the option for how to receive those notifications will make you stand out.
Offer a tracking page that customers can visit at any point during the delivery process. Having this page means you’ll field less questions from customers about where their parcel is. Additionally, by creating a branded tracking page you are encouraging further engagement with your customers. It’s a great place to cross sell as well.
Provide excellent customer service, especially if something goes wrong. It may not be your fault something went wrong with the delivery of your products, but it isn’t the customer’s fault either. Be understanding and helpful so that your customers still view you in a positive light.