We often think of customer service being associated with the salespeople, the billing department, the complaint department, the shipping department, and the technicians in the electronics department. We see them being LIKE’d on Facebook and tweeted on Twitter and we know that social media sites can make the difference between a business succeeding or failing.
What most of us never think about is how the delivery services of FEDEX, UPS, and the post office affect our perception of the businesses that deliver our merchandise.
Just recently, I took a 30-day trial subscription to Amazon Prime and the first item that I ordered was being delivered by Lasership, a shipping company I never heard of. I subsequently found out that only the Amazon Prime members were getting their deliveries from this rogue company; the other members were getting their shipments from FEDEX, UPS, and the post office.
When my shipment finally arrived, they didn’t ring the doorbell or knock on the door. They just dropped the package on the ground near the door even though there was a note on the door to ring the bell. The same thing happened with the two shipments that came from this carrier.
Eventually, I went online to see if there were any customer reviews about this shipping company. There were. All 4,500 of them from three months earlier. And they were all negative.
Last week, I wanted to order something else from Amazon Prime, only this time I asked to speak to a supervisor and told him that I would order it if it could be delivered by FEDEX or UPS. He contacted the shipping department and made the arrangements with them and so I ordered the item.
The item just arrived by FEDEX, a company that I have used for many decades. The driver must have been sent over by Lasership because the driver did the exact same thing as Lasership. He gave a swift knock, dropped the package on the ground and drove away before I could come to the door.
For the past several years I have been wondering how the brick and mortar stores can compete with Internet businesses. And now I know the answer. If the Internet businesses continue to use shipping companies who hire terrible drivers, people will stop buying from them, regardless of the cheaper prices.