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Last updated on 2024年9月2日

How do you manage client expectations when delays occur in international shipping logistics?

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Managing client expectations is a crucial part of international shipping logistics, especially when delays occur. As someone involved in import/export operations, you understand that various factors can lead to these delays, such as customs holdups, weather conditions, or transportation issues. It's your responsibility to ensure that your clients are kept in the loop, maintaining their trust and satisfaction even when things don't go as planned. Transparency, proactive communication, and offering solutions are key strategies in dealing with these situations. By employing these tactics effectively, you can navigate through the complexities of international shipping and keep your client relationships strong.

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Jeroen Den Haerynck

Advocate for Fair Pricing in Fruit Trade
Yves S.

Pipeline Solutions | Valves | Tanks | Manufacturing & Supply | Fabrication | Shipping & Logisitics | Renewable Energy |…
Camila Pistore Bresolin

Foreign Trade Professional

1 Clear Communication

When a delay occurs, prompt and clear communication with your clients is essential. You should inform them as soon as you are aware of any potential setback. Provide them with detailed information about the nature of the delay, its anticipated impact on the delivery timeline, and what steps are being taken to address the issue. Avoid jargon and be as transparent as possible; this helps to build trust and shows that you are taking the situation seriously. Remember, clients appreciate being kept in the loop, and effective communication can often mitigate frustration associated with delays.

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Jeroen Den Haerynck

Advocate for Fair Pricing in Fruit Trade
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Start to inform all parties with a role in this case. Hold the shipping line liable for delay Copy always all parties of the written information send out.

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Camila Pistore Bresolin

Foreign Trade Professional
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Do not always expect the information to follow up the customer. Get in touch with forwarder/shipping line to confirm if the shipment has sailed or if any delay is expected and then inform the customer. If the end user is expecting the delay on the shipment, he can foresee the situation and find alternatives while the cargo does not arrive. If the information comes late, it might not allow the customer to find a solution on time.

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2 Proactive Updates

Do not wait for clients to reach out to you when delays happen. Instead, adopt a proactive approach by sending regular updates. Whether it's a daily email or a tracking system that clients can access, make sure they have the latest information on their shipment's status. If the situation changes, update them immediately. This not only demonstrates your commitment to service but also helps clients manage their own expectations and make necessary adjustments on their end.

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Clark Wang

Freight Forwarding Specialist | Customized Shipping Solutions | Driving Growth for Partners Worldwide
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Be upfront about the reasons for the delay and any uncertainties. Avoid technical jargon and communicate in a clear, understandable manner. This builds trust and reassures the client that you are managing the situation effectively.Alongside updates, propose alternative options or mitigation strategies if applicable. This shows that you are not only informing them of issues but actively working to find solutions and minimize impact.When delays occur, re-evaluate and adjust timelines accordingly. Provide realistic new estimates based on the current situation and available information. This helps reset client expectations and reduces frustration caused by unrealistic waiting periods.

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Jaquelina Diaz

Community Manager y Marketing Digital / Ecommers Mánager /Wine Trade - Sommelier
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Cada cliente y su valoración es indispensable, los sistemas de trackeo, la información en tiempo real y la comunicación personalizada ayuda mucho. Sería un descuido ante un imprevisto dejar que el cliente comience una gestión de reclamo. Si es posible hay que anticipar cualquier problema

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3 Offer Solutions

When presenting clients with news of a delay, it's beneficial to also offer solutions or alternatives. If a shipment is stuck at customs, for example, suggest possible ways to expedite the process or discuss different transportation options that might circumvent the delay. Your expertise in import/export operations can be invaluable in these scenarios, helping clients to understand that despite the setback, you are working diligently to resolve the issue.

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Jaquelina Diaz

Community Manager y Marketing Digital / Ecommers Mánager /Wine Trade - Sommelier
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Es fundamental el contacto permanente y la trazabilidad. La comunicación directa hace a la confianza del cliente. También es importante personalizar a cada cliente para su fidelidad y ofrecer alternativas que subsanen el contratiempo

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Iván R.

Contador Público - Consultor ecommerce en Estudio Ritvo | Consultor certificado
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El contacto permanente y la trazabilidad son esenciales. Sin embargo, lo fundamental es mantener una comunicación constante con el comprador, ya que es quien más espera el producto. El acto de compra es un acto de fe; hasta que el producto no llega, todo el proceso de venta está bajo observación.

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4 Manage Expectations

From the outset of any agreement, it's important to set realistic expectations regarding delivery times and potential delays. This includes educating clients about common issues in international shipping logistics, such as peak season congestion or regulatory changes . By setting these expectations early, clients are less likely to be caught off guard by delays, and they will appreciate your honesty and professionalism.

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Juliana Santos

Comércio Exterior | Otimiza??o de Processos | Customer Success
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Para gerenciar as expectativas do cliente diante de atrasos na logística, a transparência é essencial. Informe prontamente sobre o atraso, explicando as causas e o impacto esperado. Proporcione um cronograma atualizado e, se possível, ofere?a solu??es alternativas. Manter o cliente informado e envolvido no processo ajuda a reduzir frustra??es e a manter a confian?a.

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5 Build Relationships

Building strong relationships with your clients goes a long way in managing expectations during shipping delays. When clients trust you, they are more likely to be understanding and patient. Invest time in getting to know their business needs and how shipping delays might affect them. A personalized approach can make all the difference in maintaining client satisfaction and loyalty, even when faced with logistical challenges.

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Juliana Santos

Comércio Exterior | Otimiza??o de Processos | Customer Success
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Construir relacionamentos sólidos com os clientes é fundamental para navegar por desafios como atrasos na remessa. Ao estabelecer uma base de confian?a e comunica??o contínua, é mais fácil lidar com imprevistos. Relacionamentos fortes permitem que o cliente veja a empresa como um parceiro confiável, disposto a trabalhar em conjunto para superar obstáculos, fortalecendo o vínculo a longo prazo.

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Jaquelina Diaz

Community Manager y Marketing Digital / Ecommers Mánager /Wine Trade - Sommelier
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Estoy absolutamente de acuerdo respecto a la construcción de confianza, más allá de la transacción comercial. Cada cliente debe ser abordado con el mayor de las consideraciones entendiendo también su cultura. Una manera interesante para construir relaciones a largo plazo para el comercio es agregar algún factor WOW. Algo que al cliente satisfaga y no espere. No necesariamente debe significar un gasto alto para nuestra empresa

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6 Contingency Plans

Lastly, having contingency plans in place can help you manage client expectations effectively. Be prepared to implement these plans quickly to minimize disruption to your clients' operations. Whether it's identifying alternative shipping routes or having agreements with multiple carriers , these plans should be well-thought-out and ready to execute. By being one step ahead, you can reassure clients that you're equipped to handle the complexities of international shipping logistics.

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Yves S.

Pipeline Solutions | Valves | Tanks | Manufacturing & Supply | Fabrication | Shipping & Logisitics | Renewable Energy | ISO 9001, 14001, 19001, 9000 & CE Certified Business Foundation
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The responsibility of shipping delay is on the shipping company which is a third party agreed upon mutually prior to shipment by both the client and the exporter. Thus, there should be no responsibility or liability on the supplier/ exporter. Been agreed otherwise, is a mistake from the exporter that should have limited his responsibility from the date of BL.

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How do you manage client expectations when delays occur in international shipping logistics?

1

2

3

4

5

6

1 Clear Communication

2 Proactive Updates

3 Offer Solutions

4 Manage Expectations

5 Build Relationships

6 Contingency Plans

Import/Export Operations

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How do you manage client expectations when delays occur in international shipping logistics?

1

2

3

4

5

6

1 Clear Communication

2 Proactive Updates

3 Offer Solutions

4 Manage Expectations

5 Build Relationships

6 Contingency Plans

Import/Export Operations

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