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Customer hasn't received order in time due to postal strike
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Stacey



Joined: 18 Jul 2005
Posts: 8380
Location: Kernow
PostPosted: Wed Jul 18, 07 9:22 am    Post subject: Reply with quote
    

It was waiting for him as he got home from work last night so it arrived just in the nick of time. He seems happier now and I've offered him 10% of an order placed between now and the end of december. Hopefully that'll save him thinking too badly of me

Green Man



Joined: 23 Jul 2006
Posts: 5272
Location: Rural Scotland.
PostPosted: Wed Jul 18, 07 9:33 am    Post subject: Reply with quote
    

You maybe missed the news about the postal strike, but your customer should have known about it also. I think your '28 days' terms now will put impatient people off buying from you. It would me. I don't think anybody could blame you for the postal strike delay. You should not have to bear any costs IMHO.

hedgewitch



Joined: 26 Nov 2005
Posts: 5834
Location: Daft wench GHQ
PostPosted: Wed Jul 18, 07 9:43 am    Post subject: Reply with quote
    

I've ordered a lot of stuff from smaller suppliers online and mail order who have a 28 day delivery policy. I assume they are covering themselves as Stacey is and it doesn't put me off. I have usually received the order very quickly, with items well packed etc.

I'd be put off it was a big company as I'd expect quicker service as standard and be wondering why they wouldn't commit to something quicker. Lakeland, who sell kitchen appliances etc. have a 7 day delivery as standard and I would be put off by a big firm who had more than 10 days as their standard.

But I assume a small outfit is covering themselves. I've received excellent service from specialist bookshops, publishers, pen sellers, various artists and craft people, fly-fishing shops herbalists and yoga shops all stating the 28 day delivery policy and all delivered around 2-3 days after placing the order.

Nick



Joined: 02 Nov 2004
Posts: 34535
Location: Hereford
PostPosted: Wed Jul 18, 07 9:57 am    Post subject: Reply with quote
    

Helen, did you say the 28 limit is some kind of rule for distance selling? If so, then the simple claim could be

'To comply with distance selling rules, we fulfill all our orders within 28 days, however, in reality we strive to hit the next postal service meaning that almost everything we sell is with the postman the same day and with you 2 days later. If you need an item for a specific date please let me know and we can arrange a guaranteed delivery service at extra cost.'

Legally covered, no customers put off and arrangements in place for Speshul Needs customers.

Stacey



Joined: 18 Jul 2005
Posts: 8380
Location: Kernow
PostPosted: Wed Jul 18, 07 9:59 am    Post subject: Reply with quote
    

Good points. I think I'll amend it to say that although they should allow 28 days most orders arrive much sooner - something like that. What do you think?

I don't mind the 10% offer as although it wasn't my fault I want to keep the customers sweet

Nick



Joined: 02 Nov 2004
Posts: 34535
Location: Hereford
PostPosted: Wed Jul 18, 07 10:02 am    Post subject: Reply with quote
    

For every customer that moans to you about your service, they reckon there's 9 others that moan to others about it. You've done exactly the right thing, and it's cost you nothing (cept a bit of grief). He'll come back now, because he knows you'll do what you can to sort out issues. He's likely a good repeat customer.

You've turned a Problem into an Opportunity! I assume they told you all about that on your marketing course?

Stacey



Joined: 18 Jul 2005
Posts: 8380
Location: Kernow
PostPosted: Wed Jul 18, 07 10:04 am    Post subject: Reply with quote
    

Nick Howe wrote:
You've turned a Problem into an Opportunity! I assume they told you all about that on your marketing course?


Oh yuss!

Nick



Joined: 02 Nov 2004
Posts: 34535
Location: Hereford
PostPosted: Wed Jul 18, 07 10:05 am    Post subject: Reply with quote
    

So, this afternoon, having earnt it, you can spend some time sewing your Bronze Marketing Badge onto your sleeve.

Stacey



Joined: 18 Jul 2005
Posts: 8380
Location: Kernow
PostPosted: Wed Jul 18, 07 10:10 am    Post subject: Reply with quote
    

Nick Howe wrote:
So, this afternoon, having earnt it, you can spend some time sewing your Bronze Marketing Badge onto your sleeve.


I'm off to watch a load of yr 6's massacre...err sorry...perform A Midsummers Night Dream this afternoon, then tonight I'm out massacaring a performance of my own No time for sewing, no time for nuffin

Nick



Joined: 02 Nov 2004
Posts: 34535
Location: Hereford
PostPosted: Wed Jul 18, 07 10:11 am    Post subject: Reply with quote
    

That'll be another bunch of customer not getting their orders on time, then. Honestly, do you CARE about your business?

Stacey



Joined: 18 Jul 2005
Posts: 8380
Location: Kernow
PostPosted: Wed Jul 18, 07 10:16 am    Post subject: Reply with quote
    

Clearly not. I'm just a business gadfly

Though I have been lying awake at nights wondering how I'm going to do it all - should get out of bed and get on with it instead of just lying there shouldn't I?

Stacey



Joined: 18 Jul 2005
Posts: 8380
Location: Kernow
PostPosted: Sat Jul 21, 07 1:10 pm    Post subject: Reply with quote
    

Well, it worked. He's put in a (tentative) order for a coffee cosy

sean
Downsizer Moderator


Joined: 28 Oct 2004
Posts: 42208
Location: North Devon
PostPosted: Sat Jul 21, 07 1:13 pm    Post subject: Reply with quote
    

Result. Make sure that he confirms the order plenty of time in advance of when he wants the goods.

Stacey



Joined: 18 Jul 2005
Posts: 8380
Location: Kernow
PostPosted: Sat Jul 21, 07 1:13 pm    Post subject: Reply with quote
    


Rob R



Joined: 28 Oct 2004
Posts: 31902
Location: York
PostPosted: Sat Jul 21, 07 1:17 pm    Post subject: Reply with quote
    

sean wrote:
Result. Make sure that he confirms the order plenty of time in advance of when he wants the goods.


Preferably before boiling the kettle...

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