Chapter 3

Are buyers angry about delays, or about silence?

Khách giận vì giao chậm, hay vì không ai báo?

The chapter's question

How long do I promise delivery will take, and how long does it actually take?

Big idea

Customers tolerate slower delivery if they know in advance; they do not tolerate silence.

In this chapter

  1. Part 3.1

    Actual Times, Last Three Months

    How many days do my orders actually take to arrive?

  2. Part 3.2

    Under or Over Promising

    Should I promise the real timeline or pad it by a few days?

  3. Part 3.3

    Telling Them When It's Late

    When an order runs late, who tells the buyer, and when?

  4. Part 3.4

    Rush Orders

    What options do I have for a buyer in a hurry?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of From Shelf to Doorstep is free to read right here.

Read in Conan School

Chapters of From Shelf to Doorstep

  1. 1.Why worry about a few cents of packaging?
  2. 2.Is the cheapest carrier really the cheapest?
  3. 3.Are buyers angry about delays, or about silence?
  4. 4.Is a broken order a lost customer, or a chance?
  5. 5.Is delivery the end of the sale, or the start?