While consumers continue to increase the time they spend shopping online, they expect to receive many of the benefits that kept them going back to the same brick and mortar retailers for years - good value, excellent customer service and dependability.
If you are focused on securing the same level of loyalty with your online shoppers, it is important that your product reaches them on-time and in good condition.
Plus, it is essential that any and all customer service issues are handled quickly and fairly.
If you are concerned about maintaining a high level of fulfillment activity while you are also busy developing your sales strategies, managing human resources and the myriad other responsibilities of running your business, consider hiring a fulfillment company.
And while you may think that all fulfillment companies do the same thing - pick, pack and ship orders - if you do your homework it won't take too long for you to see that "all fulfillment companies are not created equal.
" When looking for a fulfillment company to support your sales efforts, it is important to find the one that meets the specific needs of your company and the expectations of your customers.
As with any business category, every fulfillment company has its own strengths: • some are geared for only large companies and big volume orders; • some are very specialized to cater to companies in certain industries; and • some are located in certain parts of the country to reach specific markets.
The important thing is to find the fulfillment company that has the infrastructure and capabilities to meet your needs, along with the flexibility to provide expanded services as your business changes and grows.
Choose carefully so you will get it right the first time.
Spending the money and time to replace a fulfillment provider that didn't pan out could cost you revenue, as well as customer loyalty.
When interviewing a potential fulfillment provider, make sure you find out how the company handles the following: 1.
Accuracy When discussing the accuracy rate of the company, listen to how the representative responds.
If it is a general "our accuracy is over 99 percent" it probably means they do not track their accuracy and are only throwing out a large number to impress you.
Ask if, and how, they measure their accuracy and request examples of the rate for some specific clients.
Accuracy can mean the difference between a satisfied customer and one that never returns.
Especially when it involves receiving an order that is incorrect just before a special occasion with no time to return and replace the item.
2.
Timely delivery In today's fast-paced world, customers don't want to wait too long to receive an item.
So it is imperative that the fulfillment company you choose has the capability to provide speedy delivery of your product.
A fulfillment company that is centrally located should be able to provide ground delivery within three business days to all parts of the country.
And remember, when you state your delivery capabilities on your web site or through your customer service department, you are setting an expectation with your customers.
Make sure you have a fulfillment partner with a proven record of meeting that important delivery timetable.
3.
Customer Service While ordering via a web site is certainly a convenient method for obtaining a product, not every shopper is willing to discuss customer service issues via email and wait a day for a response.
The really successful e-commerce companies have an in-house Call Center operation that allows customers to call to report and discuss an issue or problem with a live customer service representative.
While technology has taken the place of many of the things we do on a daily basis, people are still more comfortable speaking with a person who can answer a question or take care of a problem directly.
4.
Cooperation One of the biggest benefits of outsourcing your fulfillment services is the fact that it frees your time to take care of the many other important aspects of running your business.
So it is very important to know you are working with a fulfillment provider that is both cooperative and dedicated to your needs.
Make sure to check the references of potential fulfillment providers to see what other companies have to say about their service and their willingness to go the extra mile for their clients.
Listen carefully to not only what the references say, but how they say it.
5.
Account Management Look for a company that will provide you with a dedicated Account Manager to oversee all aspects of your business.
This way, when an issue arises you have a single contact, who is knowledgeable about your business, to take control of correcting any errors and keeping you in the loop to avoid any unpleasant surprises.
Many companies can do a wonderful job when everything is working according to plan.
But what a company does in a difficult situation is the best gauge of the degree to which they are watching out for your company.
6.
Flexibility If you have plans for your business to grow or ever need special conditions for your products, it is important to select a fulfillment company that is flexible enough to change with you.
If you get the feeling it's going to be their way or the highway, hop on the next exit ramp to find a provider who has the facility, the technology, the personnel and the management style that complements the way you do business.
Doing so will increase the odds of having a pleasant, successful partnership for both parties and your all-important customers.