Where’s the marketing in your delivery?
When you have a product delivered to your customers, it can be the first physical impression they have of your company. Often if selling goods that need delivering, the customer may not meet the business, it’s owner or a salesperson until a sale has taken place. Back to impressions – You need to make sure it is the right one. You also need to make sure it is consistent with your marketing message. If you brand your business as a premium product or service, how do you look if you use a second rate courier service? or even send the item with ‘a mate who is going your way…’
- Image by gregwake via Flickr
If your products, that you carefully make, are collected and then delivered in a scruffy, battered van, then you can imagine what your customers will think when they see it. Then we have the driver. If the driver is scruffy, unkempt and cannot recall when they last had a bath, they are not creating a good impression of your company. The delivery aspect is so often overlooked, but if a customer is paying a premium for your product, you are not very likely to gain repeat business by having it delivered by someone who couldn’t care less.
Whats more worrying is if the courier service in question doesn’t care about their own image, how can you be sure they will care about your product? If your goods are fragile, how will you know they are looking after them? You may not think this matters as your business gave the customer great service, and a great item that they needed. Many people will have helped make the sale, and now one scruffy driver, who couldn’t care less has blown it for you.
If you are less than confident in the courier service that is completing your deliveries, then you may find you are calling them more often to find out what is going on, where they are and how long they will be. You may find that you worry more about the delivery than the work you should be doing, because the trust just isn’t there.
If you are sending items to high calibre businesses you need a courier service that understands what this means. You will need one with smart, tidy vans and drivers that are motivated and well treated. They are the drivers that will deliver your items as you intended them to be delivered, with courtesy and respect. They are the ones that will be polite and well mannered to the receptionist of your clients company. They are the ones that will make sure the right person signs for the item, and will carry out your instructions so that the delivery is reflective of the overall service that you provide. They will continue to see your marketing message and brand values are delivered in a manner that reflects positively on your business.
Knowing how much it costs to win a client, can you afford to use a courier service who delivers less than what it should?
Sarah
0844 884 3331
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