I’ve recently been ordering some Christmas presents for my loved ones online, trying my best to avoid the Amazon monopoly.
One thing that has struck me is how inundated online shops and courier services are with orders. Huge delays are to be expected for Christmas deliveries.
This is understandable given the pandemic and the huge increase in demand for online shopping. Some patience and perspective is needed because these services are ran by humans. People can only work so fast, so there’s bound to be delays and mistakes because of the increased pressure on these service providers.
At the same time, wasn’t this to be expected?
For weeks (months even), it looked likely that there would be a pre-Christmas lockdown here in the UK, and Christmas shopping ‘as normal’ was never going to happen. Were provisions put in place to mitigate the massive surge in demand or has it simply been overwhelming for shops, businesses and parcel couriers?
One problem is linked to promises – if they can’t be kept, they shouldn’t be made.
Why promise next day delivery if you can’t deliver on that promise?
I imagine customer services must be inundated with requests, queries and problems, but were sufficient resources put in place prior to the expected shortcomings? Unlikely.
And so what happens is customers are left frustrated by the lack of and poor communication. They trusted the shops and businesses, and spent money with them (rather than Amazon!) to keep their promises and deliver things on time.
What do you think about making and keeping promises?
(P.S. I have some more thoughts on this topic, but I’ll save these for another blog post soon – keep your eyes peeled and have a nice day!)