Do’s and Don’ts of Order Fulfilment Services
Like any other business order fulfilment services can get things right and they can get things wrong. To make sure your order fulfilment stays on the right side of the fence, follow the advice set out below:
Never make a promise you can’t keep. This is the first rule not only of order fulfilment services but of all customer service. Your customer won’t miss what he or she never knew they couldn’t have – but if you tell him or her you’ll be delivering an item within 24 hours and it doesn’t happen, he or she will remember that (badly) forever.
Don’t hide delivery charges from the end user. Your order fulfilment services should be as straightforward as possible. Make sure your customer knows exactly what he or she will be paying for delivery to his or her home or place of work. Be up front and your customer will remember you favourably.
Do let your customer know when his or her item has been despatched. If he or she has ordered several items, which are despatched at different times, then send out a despatch email for every package.
Do let your customer track his or her package with as much accuracy as possible. The best order fulfilment services are the ones where the recipient has a pretty good idea of where his or her packet is at every stage of its journey. Even if the order tracking information tells a customer that an order is sitting in the warehouse waiting to be despatched, he or she will know where the item is. Which equates to customer peace of mind – and that equates to customer satisfaction (as long, of course, as the order doesn’t remain in the warehouse for too long!).
Do make sure that your order fulfilment services provide up to date order completion information as well. It’s important to keep a clean house, records wise – you and your client need to be able to tell in minutes what orders are still outstanding and which ones have already been completed.
Do strive for excellence. Order fulfilment services with the coveted ISO 9001 qualification can prove to clients, customers and end users that they are dedicated to providing the best possible all round customer service. By putting your heart on your sleeve you add to the customer confidence both of your own clients (the business for which you perform order fulfilment services) and for their delivery recipients.
Adhere to a quality Service Level Agreement: discuss Key Performance Indicators with your clients and hold regular meetings to ensure these KPI’s are being met.
The order fulfilment services company that does the do’s and doesn’t do the don’ts is the order fulfilment services company that will gain a reputation as trustworthy, transparent and a consistent provider of quality delivery services. Learn to be the right arm of your client and you’ll never be short of work.
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