Does your business need to look at its deliveries?
One of the interesting things that come about when you are chatting to other businesses is how little they care about their reputation after they have gained their customer’s business. I shall be quite blunt, after the customer has paid, a lot of businesses seem to think that is the end of the relationship with the customer until they want to sell them something again.
- Image via Wikipedia
When a courier service collects late, that reflects on your business. It may be the traffic, it may be the company you use is short staffed but your customer doesn’t really care about that, and you sound less than professional when you start blaming someone else for what is essentially your problem.
It’s your problem because it’s your customer and your reputation, if you continue to use a courier service that doesn’t quite do what it says on the tin, then you lose business. That 10% you thought you were saving your company is now costing it, cheap courier services always cost twice as much and then some.
Then there are the customers that simply don’t come back, the courier that delivered was late, out of communication (or one that we recently heard – had placed the package in the wheelie bin, which was emptied soon after), it all affects your business, your bottom line. This means more money has to be spent on acquiring new customers, customers that could have been kept, if only your courier had delivered.
Things like not using the correct service for the type of product delivered, because you were busy saving money also cost you customers. The little things make a difference, like meeting a production deadline. There is much talk about going the extra mile, how far do you really go?
Next time you think you are saving your company some money, ask the boss how much it costs to acquire the customer in the first place.
Does your courier deliver more than just your products or do they deliver a bucket load of grief?
Kev
0800 917 7084
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