You're facing product delays. How can you maintain customer relationships effectively?

Being outfront on what had happened is paramount to client relationship. I will call on my client and share what is the current state and offer possible solutions for choice. Proactiveness in sharing allows clients to engage their end of the supply chain.

While is not directly linked to proactive updates, here are a couple of things: 1. Under promise, over deliver: while everyone wants to jump on the same day, next day, express delivery etc bandwagon; if your product, service and overall experience is superior then users won’t mind waiting; with that if you showcase a 5 day window it helps in 2 ways: customers feel delighted when the items reach sooner; at the same time it acts as guardrails for any unforeseen delays 2. Timely decision making: understand the nature of goods (perishable / non perishable) as well as the event for which it was ordered, the latter is difficult to identify; basis on that proactively cancel orders or make arrangements of substitutes for faster closure of the issue

Quando enfrentamos atrasos na entrega de produtos, minha abordagem é focada em comunicação transparente e soluções proativas para manter o relacionamento positivo com o cliente. Primeiramente, assim que identifico o atraso, informo o cliente imediatamente. Explico claramente os motivos do atraso e como isso afetará o cronograma de entrega. A transparência é essencial para construir e manter a confiança. Em seguida, busco oferecer soluções alternativas para minimizar o impacto do atraso. Além disso, trabalho para evitar futuros atrasos. Analiso as causas do problema e tomo medidas para resolvê-lo de forma definitiva.

Transparency is key for any business and building relationship with customers. It's always best to inform customers of delays as soon as they’re identified, providing clear reasons and expected timelines. This builds trust and allows customers to adjust their expectations, reducing frustration.

This is the age where solving a problem is very important rather than providing service Very important to understand the pain point and provide a solution either through tech/CRM/AI/Bots or traditional warm body to solve the issue

CRM is a widely used terminology as a solution but its not the toll which can track or solve all problems Customization is very much required to solve specific issue every problem is unique Data analytics, improvement graphs & NPS scoring will help to regular movements & to check the over all customer experience

I agree that personalised communication is of the utmost importance when dealing with product delays. In today's world, which is becoming increasingly automated, people are seeking genuine connections. Any delays are frustrating for customers. By acknowledging customer frustration and addressing them individually, you demonstrate that they are valued and not just a number. This fosters trust, even in the event of unexpected circumstances.

Regularly connecting with customers through personalized communications. Whether it's a phone call or a customized email/Whatsapp, these gestures show that we value their business and we are 100% committed to resolving any issues and building a great product for them.

Engaging with customers by getting their feedback on how the situation is being handled. This not only makes them feel heard but also provides valuable insights for improvement.

Após resolver o problema, entro em contato com o cliente para agradecer pela paciência e compreensão. Também solicito feedback sobre a experiência deles e exploro áreas onde podemos melhorar. Esse compromisso com a melhoria contínua e o valor que dou à opinião do cliente reforçam o relacionamento e ajudam a construir uma parceria mais forte e duradoura. Seguindo essas práticas, consigo transformar um desafio em uma oportunidade para fortalecer nosso relacionamento com o cliente, mantendo sua confiança e satisfação, mesmo diante de contratempos.