By Shep Hyken
Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product. Maybe a customer orders something three days before Christmas. You ship it out that day, but the backup at the post office causes a delay. Or perhaps there is a supply issue, and you can’t get the parts to manufacture your products. None of these scenarios are your fault, but the customer doesn’t always see it that way. All the customer knows is that you were late. I would agree that there is nothing you can do about being late in some cases, but there are steps you can take to keep your customer happy – at least somewhat happy. It’s pretty simple. Be proactive and reach out to the customer before they notice the problem. And when you do inform, consider this as you compose your message:
So, call the customer when you hit the traffic versus two minutes before you are supposed to be at lunch. Track the shipments on behalf of your customers and let them know when their package is supposed to arrive. And if there are supply issues, you typically learn in advance, so let your customers know, too. Never being late is not realistic. “Stuff” happens. It’s how you handle it that’s important. It’s simple. Just tell them. Never being late is the goal, and always keeping the customer informed is required. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success!
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