By Peter Lyle DeHaan, PhD
I recently bought a laptop and included a carrying case with my order. There would be two shipments, first the case and a week later, the laptop. I was given shipping dates for both.
The case arrived a day before it was promised, which impressed me. I like to say, “Under promise and over deliver.” They did that.
Two hours after the package arrived, I received an automated phone call from the shipper, telling me I would receive a delivery tomorrow and would need to be present to sign for it.
Their message came a day too late.
A week later the laptop was delivered. The day after it arrived, I received the same message from the shipper.
This time the phone call came two days late.
I applaud their intent, but laugh at their execution. I can appreciate there might be glitches in perfecting a new process, but those need to be resolved before rolling it out to customers.
This is one more reason why I don’t like receiving deliveries from this shipper.
Read more in Peter’s Sticky Series books: Sticky Leadership and Management, Sticky Sales and Marketing, and Sticky Customer Service featuring his compelling story-driven insights and tips.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry. Read his latest book, Healthcare Call Center Essentials.
