If you’re experiencing delays getting goods and materials for your business, there’s a strong chance your customers may experience delays getting products and services from you.
While delays can often be out of your control, there are ways to minimize the potential negative effects they could have on your business.
In this article, we’ll talk about what causes shipping delays and how to talk to your customers about them.
Some Common Causes of Shipping Delays
Shipping delays can be caused by a number of factors, such as weather and natural disasters, human errors, technology failures, regulatory issues, and more.
1. Weather and natural disasters
It’s possible for your products to fall behind schedule in cases of extreme weather, such as blizzards, hurricanes, floods, and more
If your business is directly affected by a natural disaster, you could experience delays in getting goods and supplies in as well as getting products out.
2. Software mishaps and human error
Technology isn’t perfect, and shipping software or tracking systems can sometimes experience glitches. Additionally, human errors like incorrect address entry or missed package scans can occur and lead to shipping delays.
Whether it’s technology or human error, mistakes do happen, and they can impact shipping speed.
3. Regulatory checks
If you import products or materials from overseas, they’ll need to go through customs inspections, which can cause delays. High volumes of shipments at customs offices can further slow down the process.
4. High volume in shipments
Carriers may experience delays during peak seasons or periods of high shipping volume. For example, during the holiday season, it may take longer to process and deliver shipments due to the increased volume.
Communicating About Shipping Delays to Your Customers
As we touched upon earlier, transparency can make a huge difference when building relationships with your customers.
That’s why it’s important to have a communication plan set up around shipping delays. It’s crucial to let your customers know where their products are and when they are expected to arrive, and what you may be able to do about it.
Of course, just as every business is unique, so are their customers. That means that they’ll likely be open to different types of communication as well.
Handling Shipping Delays for Contractors
When events disrupt the supply chain, materials needed to complete certain contracting jobs can be affected. Among the effects are the prices of materials, like lumber and steel, which of course can trickle down to your customers.
If you’re actively talking to customers about their projects, then this topic may come up. If you aren’t in touch with all your customers about the supply chain impact, it may be wise to contact them.
Here are some ways you can approach the communication:
1. Put messaging on your website and/or storefront.
If your business has a website, then consider putting messaging on your homepage. Alternatively, you could choose to put the messaging on another page, like one about your services and the type of work you offer.
Be honest and straightforward with your message. There’s a good chance your customers have experienced shipping delays themselves and will likely understand that the causes are often not in your control.
When possible, provide an estimate of when the materials may be available and how that may affect the project timeline. Also, let your customers know about any cost increases so there are no surprises later on.
2. Build this information into your project estimates.
You can note on the estimations that your prices reflect the increase in material prices. That way your customers have insight into the potentially higher cost of a project.
In fact, even without a supply chain issue impacting materials, it can sometimes be helpful to include these details in project estimates.
3. Spread the word the old-fashioned way.
Many contractors work within tight-knit communities. If you’re active in your community and shipping delays come up in conversation, spread the word. Your social channels can be a great way to do this as well. You can discuss delays and any material price increases with customers, vendors, or other small business owners in your area.
Handling Shipping Delays for Ecommerce
Ecommerce business owners face different challenges with delays from contractors. You aren’t typically able to communicate with your customers face-to-face about roadblocks.
So how can you let them know how they may be impacted and what you’re doing to help them along the way?
1. Use email marketing.
The preshop email.
If you know your product shipments may be delayed, notify your customers ahead of time. You could send a general email to your customers about the upcoming shipping delays. You could use the email as an opportunity to nudge your customers to shop earlier to avoid receiving their items late.
Be sure to provide an email address or phone number where they can reach you with any follow-up questions.
The post-shop email.
Once a customer has placed an order, send them an email specifying that you’re experiencing delays. This is a great opportunity to show your customers that you empathize with their situation and are doing everything you can to alleviate the situation.
This is a good opportunity to remind them of the delays, even if it’s noted on your website. Remember that your customer is focused on buying their item, so it’s understandable they may forget that detail.
The repeat customer email.
In this case, the email wouldn’t be in anticipation of or in response to a purchase. This email is for long-time and repeat customers.
Send them an email to let them know the situation with product fulfillment and that if they do place an order, it may be delayed. This is also a great way to motivate them to shop your online business if they’ve only been thinking about it. Now there’s a sense of urgency.
2. Post about delays on your website.
Be upfront about delays on your website. Your virtual storefront can help you get the word out to customers. Let them know they can expect delays on their purchases.
Business Insurance: One Way to Prepare for the Unexpected
Being ready to communicate with your customers can be an effective way to deal with the unpredictability of shipping delays. However, other unexpected events also can affect your business. That’s where being prepared with business insurance can help.
When it comes to insurance, the correct coverage is key. We’ve insured 1 million-plus businesses worldwide, so we understand the unique needs of small business owners.
We make the process fast and easy, with a business insurance quote that takes just 10 minutes. We partner with leading insurers to give you a range of options and help you find the coverage that suits your business and budget.
Plus, our licensed agents are available by phone to answer your questions. Call us at 844-654-7272, Monday through Friday, from 8 a.m. to 8 p.m. (ET).
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Control What You Can with Communication
As business owners, we work hard to ensure that things go according to plan. But there’s only so much in our control. That’s why we take steps like getting business insurance and setting up communication plans. Because you never know what could happen down the road.
For more information to help prepare you for the unknown, visit our Resource Center for business owners.