There is a very important customer service issue that I didn't mention in my last post that I want to talk about now. I will tell you a few stories that exemplify this issue.
One: A while ago, when I was still hand cutting each and every envelope that I sold, I got an order for 4 boxes of stationery that were to be shipped to Spain. This was one of my first (large) orders as well as one of my first international orders. I was SO excited. I lovingly made each box of stationery, carefully packaged them up for their trip overseas and shipped them off via the USPS like I do all my packages. **NOTE: this is not an attack on the USPS. They have ever only lost 1 package of mine for sure, maybe 2, I'm still holding out hope that this most recent one will arrive** About a month later, my customer emailed me and informed me that she had not yet received the order. I was mortified. I had no idea how long it took a package to get to Spain, but I hoped it was less than a month. I went to the post office and asked how I could track this package. I was told that international packages are transferred to the countrie's national postal service once it gets to that country and there is no way to track it. What to do? In this situation, there is no question. You make it right for the customer no matter the cost. This is what I told myself as I re-made each box of stationery with, admittedly, a little less love. I then decided to take this package to UPS to ship because tracking is included in the price. When the gentleman behind the counter told me it was going to cost $100 to ship this package to Spain, another part of me said "what to do?" Again, I realized, there is no question. I just needed to do whatever it takes to make it right for the customer. So I took a deep breath, and laid down my credit card. About a week later, I got an email from my customer telling me that she received both packages on the same day. Could I ask her to send one back? No. I told her to keep them both.
I really feel that I learned a lot from this lesson. First of all, I am glad now that it was such a harsh lesson. It makes all the other little things that have gone wrong since then seem small. I also learned that what it takes to make a customer happy is not always easy. It sometimes hurts a little to be out that money, especially when you have a very small biz. But again, they are the life blood of any biz and you need to do whatever it takes.
Two: I am going to be re-making an order tomorrow for a customer that has not received a package I sent a month ago. It's a rather large order and I am a little bit peeved that I have to do it because it's not my fault that it didn't get there, but this is a very good customer (all of mine are) and I want her to be pleased and get what she needs in time badly enough that I will do it. And in the end, I know that it will make me happy to make her happy.
The moral: Suck it up and make it right. This is when customer service counts the most.
thanks for sharing these tips and stories! ouch, but yes, i agree!
ReplyDeleteI have to wonder, Avie, if you have ever considered buying shipping insurance for your larger orders? I don't know about international orders as I rarely ship out of the country, but for domestic orders. Shipping insurance is generally less than $2 for items worth a certain amount. It seems like that is a better way than to have to lose your money. And I assume for your larger orders you definitely have to ship priority mail anyway. (You can't insure items sent via first class). And since international orders have to be shipped using priority or express mail, there should be insurance coverage. At least the customer or yourself will be covered for missing packages. The insurance money can be used towards the new order that you have to re-make. (Although I'm sure it'll be a hassle to have to file paperwork with the USPS, or any company for that matter.)
ReplyDeleteAnyway, just a thought. I generally don't use shipping insurance or tracking unless it's a precious item or expensive item.
very good post avie! very, very, true.
ReplyDeletewhy does it always seem that the large orders are the ones that get lost?? ;)
I have surely thought about insurance, but this happens so rarely to me that it seems like a waste. But only doing it on the larger orders does seem like a good way to go. thanks!
ReplyDeleteAvie you are the best! All of the info you share really inspires me and helps me see what it takes to run a business! You are a really great business woman and I admire everything you do and I so appreciate all of you experiences and advice that you share!
ReplyDeleteavis, my two cents is this. maybe figure out what you consider to be a "large" order (either by number of products, value, time it takes to be made, shipping cost, or a factor all the above), set some kind of base value, and then only insure packages that exceed the base value. it definitely does not make sense to insure smaller or even medium-sized packages. but i also see no point in losing $100 when you only need to lose like $2.
ReplyDeleteanyway, just a thought for you to consider.
i hope this never ever happens again though! that was an expensive replacement! i'd be a little less than happy re-making a large order too. :)
I came to your blog via make it, and i'm already excited to read more! these two customer service posts are SO inspiring and admirable. cheers to running your business in the best way possible!
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