Who’s the customer here?

I don’t tend to name and shame but I do like naming and praising. I also make no apology for returning to the subject of delivery firms, yes when an online brand entrusts the final step of their customer journey to a third party.

We have not one, but two parcels outstanding. Evri, yes you probably already guessed that bit, are telling porky-pies on their tracking updates. One says our parcel couldn’t be delivered due to bad weather in our area (there wasn’t any), but what’s wrong with delivering it the next day or any other day over the last 2 weeks. The story is almost identical for the second parcel except for a more generic delayed categorisation.

Now Evri are interesting different. They don’t see me as their customer, so they won’t talk to me, they insist I talk to the seller. This despite the fact that I’ve paid for the delivery service. Come on Evri, a name change isn’t enough. Who’s to blame? Yes, Evri have started down the slippery blame game slope: the Royal Mail strike, poor weather and a shortage of drivers.

Now the good bit! I did as I was told and contacted Boden - no sniggering, it could have been worse. And what have they done, showered me with apologies, resent the item with a reliable alternative next day courier and given a further 5% discount. Well done Boden, but why should they be losing margin through no fault of their own. Perhaps the Evri contract is up for renewal and they already know which way they are jumping.

I consult very selectively, sharing my knowledge and experience, only when approached, with companies who I believe genuinely care about engaging with their customers and treating them well.

Graham Hardy Consulting

Mobile: +44 (0) 785 012 3315

Email:?grahamreallyis@gmail.com

Website:?https://grahamhardyconsulting.co.uk

Linkedin:?https://uk.linkedin.com/pub/graham-hardy/4/262/756