Handling postal service disruptions at Christmas

For franchises that sell products online and ship them to customers, news of postal service disruptions at this critical time of year can be very disheartening. After all, nobody wants to let their customers down, and postal service strikes are entirely outside of your control.

When things like this happen, it is important to determine which elements you can control and put measures in place to ensure that third-party disruptions do not adversely impact your business and its customers.

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Here's what you can do:

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Offer in-store pickup

You would be surprised how many of your customers shop online for convenience but would be willing to collect from your store to avoid postal service disruptions. Offering this service shows that you understand how important it is for your customers to receive their orders quickly and conveniently. You could even offer an incentive such as a free gift or a hot drink to encourage uptake.

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Use independent couriers

Luckily, there are a range of independent couriers operating across Canada. Of course, they will become increasingly busy as you enter the final Christmas countdown, so start making inquiries as soon as possible. If you can secure the services of a trusted and reliable courier, be aware that you may have to pay extra to keep them loyal to you and prioritize your deliveries.

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Offer free delivery

When given the choice, many customers will opt for free delivery with a longer time frame when the alternative is paying for a guaranteed service. By being up front about the fact that deliveries may take longer than usual due to postal strikes, customers can take on the risk of suffering a late delivery in exchange for postage being free.

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Ask your franchisor about a dedicated delivery service

All Canadian branches of your franchise will be in the same boat, so it could be worth asking whether your franchisor would consider contracting a dedicated delivery service to see you all through this challenging period. Even if it isn't something that they can put in place before Christmas, it could provide a useful buffer against similar events happening in the future.

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Ask suppliers for direct shipping

If you operate your business by sourcing products on an as-required basis, you could cut out the middle man and ask your suppliers to ship directly to the customer. There is a risk that the delivery may not be as beautifully presented as it would have been had it come from you, but it could accelerate delivery timescales. As long as customers understand why you've made this decision and how it benefits them, they may be open to it.

Hopefully we've given you some ideas about overcoming postal service disruptions, but keep in mind that the most important thing about dealing with situations such as this is to communicate openly and transparently with your customers. They will appreciate your honesty and are more likely to remain loyal.