Do you ship merchandise to customers? If so, you should determine if your customer received what was ordered in a timely fashion.
A week after I received my last TigerDirect purchase, I got an email stating: “it’s been 7 days and you should have received everything.” If I hadn’t received everything, I should call them, email, or contact them via other methods outlined.
I had received my package and was happy with my product. However, this little follow-up was a reassurance that TigerDirect wanted to be sure I got my order. Their dedication to the complete fulfillment of my order definitely boosted my likelihood of future purchases.
Aside from specific order follow-up like TigerDirect, you can get a feel for your shipping efficiency by polling your customers.
Online DVD renter Netflix does an excellent job of setting delivery expectations. However, they don’t stop there. For every handful of DVDs we rent, we get an email with a follow-up survey.
I’m asked what day I received my DVD and am given a few dates from which to choose. The survey is quick and painless. Literally seconds of my time yields Netflix valuable information on their shipping pipeline.
Silence Doesn’t Mean Success
Just because you haven’t heard from a customer doesn’t mean there wasn’t a problem. Be proactive in communications with customers so they know you really do care about them and their order. The sooner you can find out about problems, the more timely your resolution can be.
When is the last time you surveyed customers and asked when they got their order? How do you know they even got their package?
Keeping a watch on your shipping channels and following up with customer deliveries will help cultivate customer relationships and lead to repeat business.