You're navigating import/export delays with clients. How do you set realistic expectations for success?

First, even before actual transactions take place, help the client to take steps to minimize the chance for delays in import/export transactions. These should include education, preparation, planning and developing relationships and channels of communication with the public and private sector trade assistance ecosystem. In addition, although risks can be minimized, help clients understand that delays are inevitable at some point if they engage in international trade on a regular basis as there are many factors beyond their control. Finally, providing clients with access to ongoing advisory and problem solving services in real time is needed

Last year, a critical shipment of textiles to a major European client faced delays due to customs backlogs at Mumbai port and heavy monsoon rains. We promptly informed the client, explaining the issues and our efforts to expedite the process. Initially frustrated, the client appreciated our transparency and adjusted their launch schedule accordingly. Our proactive communication and honesty strengthened our relationship, highlighting the importance of understanding and clearly explaining import/export delays to clients.

Setting realistic expectations for success when navigating import/export delays involves clear communication, proactive planning, and managing client relationships effectively. Here are some strategies to consider: 1 : Transparent Communication 2 : Problem-Solving Attitude 3 : Empathy and Support 4 : Regular Updates 5 : Review and Adapt By managing expectations with transparency, empathy, and proactive solutions, We can maintain client trust and satisfaction even in the face of import/export delays

Prevention is always better than cure. This applies to import/export delays as well. Prevent the delay before you look for cures. The best way is to engage with your client or their representative before placing the formal purchase order. Not only discuss payment terms but also all other important delivery aspects like shipment date, unavoidable holidays, weather prediction, or season rush of too many shipments at the port. It shall be called a pre-production meeting & must run for a few hours or a few days before finally paying the advance or placing the final PO.

Delays due to unforeseen circumstances is nothing new to the industry. Airing or updating the delays is not a solution. Add into your checkpoints and keep buffer for these circumstances and plan merchandise accordingly. It’s more like we handle production planning and ship timely ??

Once a delay in meeting delivery dates has occurred, it is important to communicate accurate information to the costumer with the respective justifications. Adjusting the lead time or offering other alternatives might give the impression that the best option was not provided from the beginning. Therefore, effective communication is crucial.

Clear & transparent communication reduces friction at any cornerstone. The communication maintained between procurement/ Brands & R&D of Atlas Axillia is a clear representation of the same. At AA, we operate as CFTs (Cross Functional Teams) who work towards one goal than individual department experts.

One thing which I have found very useful is to send a weekly status to your buyer for all the open orders. The status of orders in production or which are in transit. Important is to also highlight the delay that may happen even after taking all precautions. Ideally a monthly e-meeting is also recommended to not only discuss the order status but also new product developments or industry trends. Often the clients visit trade shows & may throw light on what is selling in the market. Also they will be interested to know if new things are being designed for their next season. This puts the pressure on go away from the import/export delay issues.

Always put yourself in the customer's place, usually in large import and export businesses, because it takes a relatively long time for the product to reach the customer, any delay can make them angry and upset. As a result, always talk to the customer as if you understand him and follow up on the delivery of the product as if it were your own product. Finally, update this whole process at least weekly for your customer and inform him

Communication is a cornerstone of successful business operations, especially in complex and uncertain situations like import/export delays. Effective communication fosters trust between you and your clients. When clients are informed about what's happening, they feel more secure and confident in your ability to manage the situation. Transparency in communication demonstrates integrity and builds a foundation of trust, making clients more likely to be understanding and cooperative. By informing clients about potential delays and their causes, you prevent misunderstandings and disappointment. When clients understand the situation, they can adjust their plans accordingly and are less likely to be frustrated or dissatisfied.

I led an import/export team during the pandemic. Containers were delayed left and right. We had daily communication with marketing and sales to prioritize critical shipments. We communicated daily with our freight forwarders and steamship lines. We were still more or less at the mercy of the steamship lines, port congestion, etc., but with communication we could realistically provide better updates on delivery status. We did resort to air in certain scenarios in order to prevent shut down situations.

Adjusting timelines is a crucial aspect of managing import/export delays and setting realistic expectations. Adjusting timelines based on the latest information provides an accurate picture of the situation. It helps align expectations with reality, preventing clients from being caught off guard by delays. Providing revised timelines helps reduce uncertainty for clients. Knowing when to expect delivery, even if it's delayed, allows them to plan accordingly and make informed decisions. Clear timelines are essential for planning and coordination on both sides. Whether it's scheduling installations, coordinating with end-users, or managing inventory, having a revised timeline helps everyone involved adjust their plans.

If there is a problem and it is delayed during the first delivery of the products to the customer, there is practically nothing you can do to offer a solution. But if you have a warehouse, or you can give a special offer to the customer for this delay, this can calm them down for a while and buy you time. But be careful, it is very important to find out why this delay occurred and to fix the cause for the next shipment

Leveraging historical data and industry expertise can provide valuable insights into typical import/export delays. Analyze past experiences and identify patterns to estimate potential delays accurately. Additionally, consult industry experts, customs officials, and logistics professionals to gain a deeper understanding of the challenges specific to certain regions or products. As a company in Middle-East, We always monitor timelines for our coming operations.

One thing that I have found helpful is suggesting forecasting of goods being shipped. That way you “alleviate” potential stress with meeting deadlines.

In my experience so far in the logistics sector, for any shipments, clients need an updated and real information on a daily basis. Clients need to contribute their own ideas in solving any delays related with that shipment.