Manage customer expectations
Written by Chris Barling
Friday, 23 December 2011 02:00
Every customer wants answers to two questions about delivery – what does it cost and how long does it take? You must clearly answer these questions, preferably on the home page, with links from every other page. You must also be clear about the options – do you offer expedited/ next day delivery, timeslot or weekend, deliver to work, gift wrapping and messaging? Are there any special conditions e.g. you need a signature, can you deliver “round the back” or “To the neighbour on the left, looking at the house”, can I track online? If Amazon tells you that a book ‘normally ships in 2-3 days’ then you shouldn’t be too upset if it takes four. If you offer ‘24 hour delivery’ then when do the 24 hours start? What are the time constraints, e.g. ‘Orders received by 4pm normally ship the same day’.