You're facing last-minute delivery changes. How can you communicate effectively with customers?

Entregas de última hora é sinal de que as coisas não estão boas. O primeiro passo é identificar o problema e combater imediatamente. Segundo passo identificar clientes que serão atingidos, falar a verdade e traçar um plano emergencial. Ninguém está livre de imprevistos, mas jamais conviva com eles e evite que se tornem rotineiros.

Issues are bound to happen. Customers do not mind bad news, they just do not like surprises. Be forth coming with information as soon as you have it. Do no sugar coat the situation. ALWAYS come with a solution and NEVER just lead with the problem. Providing a service requires initiative, quickly explaining the issue(s) and the providing a solution.

Avisa a los clientes tan pronto como sepas que habrá un cambio en la entrega. Usa diferentes métodos de comunicación, como correos electrónicos, mensajes de texto y llamadas, para asegurarte de que reciban la información rápidamente.

Personalized Messages: Address customers by their names and reference specific details about their orders to make communication feel more personal. Multiple Channels: Use various communication channels like email, SMS, phone calls, and social media to ensure the message reaches them. Transparency: Be honest about the reasons for the changes and how it affects their order. Set Realistic Expectations: Clearly communicate new delivery timelines and any potential delays. Compensation Offers: Offer discounts, vouchers, or freebies as a goodwill gesture for the inconvenience.

Context is everything. It is one thing to state "we had a breakdown and there will be a delay" vs "We had a tire blow out, "x" amount of miles away, the truck is being worked on and roadside gave an ETA of "x" to be fixed. I will follow up in "x" amount of minutes. Then, ACTUALLY follow up, at or before the time stated, without being prompted.

Explica de manera clara y directa por qué se produjo el cambio. Evita el uso de términos técnicos y sé honesto para que los clientes comprendan fácilmente la situación.

Proporciona opciones viables y prácticas, como reprogramar la entrega, usar otros métodos de envío o ofrecer compensaciones. Asegúrate de que las alternativas sean convenientes para los clientes.

Mantén a los clientes informados sobre el progreso de su entrega modificada. Ofrece actualizaciones frecuentes para que se sientan atendidos y seguros de que sus necesidades están siendo gestionadas.

Implement real-time tracking updates and send personalized video messages explaining the situation and steps being taken. Host a "Client Q&A" session via video call to address concerns directly and transparently. Offer unique solutions like surprise discount codes or personalized thank-you notes to show goodwill. Create an engaging feedback loop by inviting clients to virtual coffee chats to discuss their experiences. These innovative approaches not only manage expectations but also strengthen client relationships in a memorable way.

Solicita la opinión de los clientes sobre cómo se manejó la situación. Usa esta información para mejorar tus procesos y evitar problemas similares en el futuro. Escuchar a los clientes muestra que valoras su experiencia y estás comprometido con mejorar.

Demuestra comprensión y empatía por los inconvenientes causados. Ofrece un servicio de atención al cliente accesible para responder cualquier pregunta o inquietud adicional. Un enfoque empático ayuda a mantener una relación positiva con los clientes, incluso en situaciones difíciles.

When dealing with last-minute delivery changes, personalized outreach can effectively communicate with customers. In my role at Johnson & Johnson, we faced frequent delivery adjustments due to logistical challenges. I spearheaded a project to implement a personalized outreach strategy using CRM tools like Salesforce. By segmenting our customer base and tailoring communications based on their preferences, we managed to keep 90% of our customers well-informed and satisfied, even with changes. This approach ensured that customers felt valued and understood, leading to higher retention rates and positive feedback. Personalized outreach not only manages expectations but also strengthens customer relationships.