Customer Expectations Equal Merchant Frustrations

Customer expectations need to properly grounded. If a customer has false expectations and they are not adjusted or met, you’ll have an angry customer even though it completely unwarranted . Shipping is clearly the first area where customer expectations need to be grounded in reality. I’ve dealt with countless customers that don’t have a firm grasp of terms like “business days” and “order processing time.” They don’t understand that UPS doesn’t have trucks out delivering Ground orders on the weekend and that it takes time for your warehouse to pack an order (not to mention that they don’t work around the clock).

To remedy this issue, I go through great pains to clearly post shipping method delivery and estimated order processing times. This includes top billing on the store, during the checkout process and in the order confirmation email. Posting this information everywhere is only way to help reset customer expectations. Sure, it doesn’t help with all customers but it goes a long way to reduce angry emails.
Here are few examples for what still slips by and how I’d love to respond:

“I selected UPS Ground but I need it delivered in two days”

Great. You only live on the other side of the country and its Friday. I’ll just hop on the next plane and drop your order off myself.

“I just placed an order and I need to be delivered tomorrow”

What time zone are you in? You placed the order at 11:00 PM and even though you selected Next Day Air, the UPS driver doesn’t live at the warehouse and he won’t be around to pick it up for another 14 hours.

Do you have any funny customer expectations to report?