Managing what customers expect.
THE PRINCIPLE
Under-promise and deliver.
Late against a promise produces complaints. Early against an honest estimate produces goodwill.
WHAT TO QUOTE
Your realistic range, including a buffer.
Not your best case.
WHAT AFFECTS TIMING HERE
Courier schedules Distance Public holidays Weather and road conditions Fuel availability
Build a buffer for those.
WHAT TO COMMUNICATE
- At purchase: the expected range
- On dispatch: confirmation and tracking
- If delayed: proactively, before they ask
THE PROACTIVE MESSAGE
The single most effective thing you can do for a delayed order.
WHAT NOT TO DO
Quote a timescale you meet half the time Go silent when something is late Blame the courier without doing anything
WHAT CUSTOMERS ACCEPT
Delay, if informed.
What they do not accept is not knowing.
