Put Some Pizazz Into Your Product Delivery

Qinfusion Product Success
April 6, 2016 By Karen Que

When customers leave your shop, would you rather they be carrying a plain, plastic bag or a tasteful paper bag with your company’s logo on the side? Do you want to simply toss the product you worked hard to make in a box with some packing peanuts, or would you rather wrap it in tissue paper and include a handwritten note expressing your thanks?

One way is quick and easy. The other will give your customer something to talk about, because details like these show that you care enough about your product to send it off in style.

Product and Service Delivery is one of the 6 systems that every business must have to be successful.

The goal of your delivery system is to roll out your products using procedures and tools that work best to deliver your specialty in a consistent way immediately after your sales system presents to you a new client. There can be many phases included in this system but ultimately a series of standard repeatable actions that provide your quality service or product is ideal.

Delivery can be broken into two phases:

Pre-sales preparation and after sales delivery. The first requires an ability to produce a quality prototype that can then be produced consistently in quantities that can scale as orders increase. For more info on this check out: http://qinfusion.com/secret-sauce-revealed-for-big-business-success/.

In part one of this series, I shared tips to efficiently deliver your services in a consistent, high quality way. Now, I’ll share the main elements to consider in building a successful product delivery system that sets your business apart from the rest.

Part 2: Products

Great delivery is all about working out every single step that it takes to get your product in front of the customer. Once the product is ready for delivery, a little effort can go a long way.

Pre-sales Preparation

  • If your company makes the product, then have a process for quality checks during production and a final check before it is ready to sell. This helps avoid selling any sub-par products and allows the opportunity to fix production issues before they become a customer service issue.
  • If your company sells other companies products, then having a process to receive the merchandise and check the quality of the products before they become part of your inventory can prevent customers the headache of receiving broken products.
  • Whether the product is made in a factory or in the business owner’s home, a process to manage the inventory and ensure the supply is in place to meet demand is key.

Post-Sales Delivery

Introduction

  • It’s important to reach out to customers at the beginning of the delivery process to set expectations.
  • An online t-shirt seller might have an automated system that contacts the customer after an order is placed to confirm the order was received and explain when to expect the shipping details.
  • Greeting customers when they enter your business lets them know you’re there to serve them and you’re glad to see them.

Delivery of the product

  • The packaging a business uses to deliver its product represents that company and leaves a lasting impression on the customer. It reflects the kind of experience you want your customers to have.
  • Set your delivery apart by wrapping your product in tissue paper and attaching an elegant sticker with your logo to the box or including a handwritten thank you note in the box.
  • When a store packages its products in a paper bag with tissue paper and the store’s logo on the outside, it looks sophisticated and serves as advertising to people who pass by.

Communication is Key

  • Sometimes, other products complement or improve upon what the customer is buying. The customer might not know they need or could better utilize the product they are buying until you point it out.
  • Amazon.com’s features “Customers who bought this item also bought” and “Frequently bought together” are both useful and helpful.
  • You’re helping people, but in a systematic way that also increases revenue. It’s important to ensure you’re bringing value and you’re not just selling to sell.

Post Service Review

  • Reaching out to customers after delivery for a product review can help to strengthen weak spots in the delivery experience and ensure the product met the customer’s needs.

Whether it is for a product or a service, delivery should be an experience. Keeping communication open and setting expectations will make it an experience customers will remember and appreciate. Everything from the greeting a customer receives when they enter a brick and mortar store or online to the bag they carry out or the box that arrives at their doorstep makes an impression.

To continue nurturing this connection, businesses need to develop a customer service and follow-up system that keeps customers happy. Next, we’ll look at the elements you need to reach out to your customer and cement a relationship based on trust and quality care.

What sets your product delivery apart?

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  1. Pingback: 5 Tools To Keep Your Customers Happy | Q Infusion LLC

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