If you run a business, you’ve probably had your fair share of shipping headaches. With skyrocketing shipping costs, lost packages and sudden delays, does it feel like sometimes everything’s working against you? We get it. Unfortunately, shipping issues are part of the entrepreneurial journey, but the key is to have a strong plan and some smart strategies to handle them like a pro. So, let’s take a look at some of the most common shipping problems businesses face and, more importantly, how to tackle them head-on.
Tackling common shipping challenges
Problem 1: Rising shipping costs and fees
Shipping can quickly become a significant expense. Costs are climbing faster than ever, and it’s easy for smaller businesses to feel like they’re stuck with the short end of the stick. Big retailers can flex their buying power to negotiate better rates with carriers, while smaller businesses are left with higher base rates, unexpected fees and fuel surcharges. This puts some businesses in a tough spot — do you pay more for faster shipping or save money with slower options that may not meet your customers’ expectations?
Solution: Thankfully, you don’t have to settle for paying top dollar. One way to combat rising shipping costs is by partnering with a third-party logistics provider. 3PLs often have bulk shipping agreements in place that smaller businesses can take advantage of. Ultimately, tapping into more competitive rates can not only make a big difference to your bottom line, it’s also a smart move.
Another one is keeping an eye on your delivery data to optimize your shipping choices. Picking the right carrier for the right region can help cut costs without sacrificing delivery speed.
Problem 2: Lost, damaged or stolen items
Few things are worse than learning that a customer’s package arrived looking like it survived a round in a boxing ring — or worse, it never made it at all. Few things impact your bottom line like lost, damaged or stolen shipments and even fewer have the potential to significantly damage your relationship with your customers. The impact of this problem cannot be overstated.
Solution: To help prevent damage, always start with sturdy packaging. And make sure your items are padded and protected properly! This is one is important, folks.
Adding real-time tracking to your shipments can also help you keep tabs on where your packages are. But for added peace of mind, you know we’ll always recommend investing in parcel insurance. It’s an easy way to protect yourself against the financial impact of lost or damaged goods. Plus, having a clear and simple claims process in place will reassure you — and your customers — that a purchase is protected. It’s really a no-brainer.
Related: Understanding Parcel Insurance
Problem 3: Supply chain delays
You’ve done your best to plan ahead but sometimes, the universe has different plans for your shipping timelines. Maybe there’s a snowstorm, maybe customs is backed up or you know, maybe there’s a global pandemic. The point is that supply chain delays are often unpredictable and can come out of nowhere. They’ll wreak havoc on your delivery schedule and of course, they’re often beyond your control. And adding insult to injury, customers don’t care why their package is late; they just want it on time.
Solution: Unfortunately, you can’t control everything, but you can build in flexibility. We recommend working with more than one carrier so if something goes wrong with one, you have a backup. It’s also a good idea to diversify your suppliers; it’s never great to be dependent on just one. But just as important is managing your customers’ expectations. If you know a delay is on the horizon, be proactive: let your customers know as soon as possible. Keeping them in the loop will go a long way in maintaining their trust.
Problem 4: Higher customer expectations
With big retailers setting the bar, today’s customers expect fast, low-cost and flawless shipping. They also want real-time updates, flexible delivery options and for their packages to arrive right on time. Unfortunately, for smaller businesses, keeping up with those expectations can sometimes feel like a tall order — especially without the resources of a retail giant. But miss those expectations and your customers may look elsewhere next time.
Solution: This is a tough one. But while you might not have the same reach and resources as a big retailer, never underestimate the value of great service. You can still offer a great shipping experience by focusing on transparency and personalization. Start by offering branded tracking, giving your customers peace of mind by letting them follow their order’s journey. It has the added benefit of giving your business a more professional touch.
But timely communication is key here, too — send updates when an order ships and again, don’t be afraid to let customers know about potential delays ahead of time. They’ll appreciate the honesty. You should also consider adding options like express shipping or local pick-up to give your customers added flexibility.
Problem 5: Handling refunds and replacements
You may have the best shipping strategy but, hey, things still go wrong sometimes. And when they do, your refund and replacement process can make or break a customer relationship. Remember that no one likes dealing with refunds and replacements but like it or not, it’s a part of selling products. Today’s customers expect the process to be quick and painless, and by failing to deliver, you risk losing them for good.
Solution: Keep it simple. Offering a user-friendly refund and replacement policy can turn a frustrating situation into one that’s manageable for you and your customer. Consider adding self-service portals on your website where customers can print return labels and track their refund or replacement status. But above all, respond quickly and you’ll show your customers that their satisfaction is your priority, even when things don’t go perfectly.
Overcoming shipping challenges like a pro
Unfortunately, shipping problems are just a part of doing business but with the right approach, they don’t have to completely derail your operations. No matter the specific challenge, just remember there’s always a way to navigate the bumps on the road. With a little smart planning, clear communication and the right tools, you can stay ahead of shipping issues and keep your customers happy — no matter what comes your way.
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