The other day I was handed the "Package TRY" of Italian farm , business project in the food industry whose goal is to promote the distribution of "typical products" that are unlikely to be available through the usual channels of distribution and sales. The project, on start-up, is ambitious as "stems from the desire to give a new chance for survival Italian agriculture and the breeding of animals of indigenous breeds Italian" through the formula of 'adoption of plants and animals , and each can make your own virtual farm by including the animals and plants that you like and then enjoy the rewards.
Delivery was pevista for the month of October, so the package arrived right on time. However, knowing that those were the terms provided no alarm bells rang in this case.
In this type of project logistics and delivery are the biggest organizational challenges, especially when it has to do with food (more or less) perishable. Italian Farm has chosen to scadenzare deliveries of products throughout the year without any particular time constraints (if not at the monthly level). So the products are delivered progressively and consistent with their season without stringent timing constraints that generate expectations often disregarded in customers.
October is the month of delivery. In fact, I also received two parcels of books from Amazon and BOL Italy. In this case the goods are not perishable, stock availability is unknown, shipping systems are tried and tested, the timing of delivery are pre-calculated at the time of purchase. Yet in both cases there have been a hitch. It can happen (for me another servant abbitualmente of both restaurants et without ever having had major problems), but what is interesting is to compare the "customer experience" in times of trouble.
After a couple of days after the expiration of the time window in which I had to get the books I have written to Amazon (using the appropriate form available on their website) informing them of the non-receipt of the goods. The answer came by mail in less than two hours and it was definitely comforting:
First, please allow me to express my sincere apologies for any frustration That Has Been Caused. It is certainly not our intention for our customers to have anything but a pleasant experience at our store.
Normally we would send a replacement order at no additional charge, but in this case it is possible That You might receive Both the orders and it will be an additional inconvenience for you to return the duplicate shipment.
Please note that we take full responsibility Should any item become lost or damaged while being delivered, and we are happy to replace than blackberries These items at a cost to ourselves.
As a representative of Amazon.com, I want to Assure You That we value our customers' trust above all else-it's the foundation on Which our company was built. Please know That we'll continue working hard To ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.
They had solved the roblema, but undertook to do so entirely at their own expense to protect the "fiduca consumer" in their service. Of course it did not wait a few days and then I made up alive. Again within a few hours I received a response.
I'm sorry, but It appears that your order Has Been lost in shipping.
I've Placed a new order for the items to be shipped to you as soon as possible. To ensure that your order is delivered quickly and efficiently, and That These items are not held up by delays in customs clearance procedures, we create a replacement order with charges When an international order is lost, damaged, or incorrect.
The next day I received another email that I spedzione confirmed the successful replacement of the pack.
In this case, in spite of all the books available at the time of the order, the delivery was fractionated. When the first group of books I tried to ask information (always through web-form) about the delivery of the other order.
Towards the end of the month (the order was submitted on 6/10/2006) I received the second package. Only the first November I received a reply to my mail.
we inform you that your order no. XXXXXX, due to the different availability of licenses requested has been processed in two parcels dated 16/10/2006 and 17/10/2006. The amount of postage will be charged only once.
Of course, this was coretese and reassuring, but useless late because I had already received both parcels.
The big difference is evident from these two "experiences" as is customer satisfaction and building trust with the rapportodi clinte be pursued and carefully so different from the Italian and U.S. operator. The tone and response times to show that an effective (and probably also an economic investment) in the management of their customers that goes in favor of Amazon.
Customer trust is built through difficulties, and must be equipped for these. Better to keep the promises made (both in terms of quality and punctuality), but, especially in case of difficulty, careful management of the relationship with the customer is a valuable tool to increase the degree of confidence and fielizzazione.