How to Manage Customer Shipping Expectations
Like all small to medium-sized business owners, you put your customers and their satisfaction as your top priority. You know the importance of quality customer service in positive and negative experiences. Unfortunately, sometimes things happen outside your control that can frustrate you and your customers. When it comes to shipping, there are many uncontrollable variables.
However, understanding common reasons for unexpected shipping changes will help you easily manage customer shipping expectations so everyone is happy. When these challenges are addressed with proactive communication, well-established processes, and a focus on customer support, you can effectively manage shipping expectations and maintain customer trust.
Freight Rate Changes Alter Customer Shipping Expectations
Freight rates are determined by a variety of factors, including weight, dimensions, cargo type, distance traveled, and time sensitivity. Along with these factors, freight rates are also influenced by the current state of the logistics industry and capacity demands. So, if you’re shipping during a peak shipping season like the holidays, you’re more likely to pay higher rates due to tightened capacity.
Sometimes freight rates can change rapidly, depending on developments in the logistics industry. For example, capacity tightened significantly at the start of the COVID-19 pandemic as carriers worked hard to keep essential items on store shelves nationwide. This made it more expensive for business shippers to move their products.
To navigate these fluctuations, many businesses choose to partner with a third-party logistics (3PL) provider. A 3PL can help secure competitive rates, access available capacity, and provide strategic insights to avoid peak surcharges, making them a valuable resource for managing freight costs and customer expectations.
Unexpected Shipping Delays
The dreaded shipping delay is something nobody wants to experience, but unfortunately, they do. Shipping delays can happen for many reasons, such as:
Weather – Bad weather significantly impacts freight shipping. Unsafe travel conditions, road and terminal closures, trucks and planes unable to operate, and shipment backlogs can all occur due to bad weather. If your cargo travels through an area with bad weather, your shipment may be delayed in reaching your customer.
Public health initiatives – As we learned during 2020 and the early stages of the pandemic, essential items can sell out quickly. Who gets those items restocked? Truckers. Sometimes, the logistics industry as a whole has to switch gears to support public health initiatives, such as shipping essential items and delivering COVID-19 vaccines where they are needed.
Traffic – That’s right. Traffic isn’t just a headache for you. It’s also a headache for truck drivers trying to move your cargo. When traffic slows or halts, transit can also temporarily delay the delivery of your shipment.
Inaccurate labeling – Carriers rely on properly packaged and labeled shipments to complete shipments on time. If your shipment isn’t labeled correctly or the label is damaged by water during transit, it can delay your shipment.
If any of these unexpected shipping delays occur, the best thing to do is to alert your customer as soon as possible. Provide customers with updates and, if possible, offer estimated revised delivery times. Keeping the lines of communication open helps make your brand stand out as helpful, honest, and willing to go the extra mile for your customers.
Damaged Cargo
While carriers do their best to ensure your cargo arrives at its destination in good condition, sometimes damage happens. Because your customer will have to sign off on the cargo upon delivery, the best practices to share with your customers before they sign off on the cargo are:
–Inspect for visible damage to the packaging, such as tears in the shrink wrap or dents in boxes.
–Take photos of the packaging before opening it.
–Check for concealed damage or damage that can only be found once the cargo is opened.
–Take photos of the damaged product.
–Keep all original packaging.
–Make detailed notes about any visible and concealed damage on the proof of delivery form.
You and your customer will need to file a claim directly with the carrier, so having all the above will make the damaged freight claims process much smoother. Remember, you must report damage to the carrier quickly, often within 5 days of delivery. Be sure to incorporate easy ways to avoid freight damage and loss claims into your shipping protocol, and communicate the claims process with your customer to optimize transparency.
Communication is Key to Managing Expectations
While you can’t control every aspect of the shipping process, you can control how to prepare for and respond to unexpected changes. By understanding the most common causes of shipping issues, you’ll be better equipped to set realistic expectations for your customers. The key is communication: keep customers informed, be transparent when things go wrong, and work proactively to resolve any issues.
When your customers know you’re doing everything possible to get their shipments to them on time and in pristine condition, they’ll be more likely to return – even when the occasional hiccup occurs.
