All businesses make promises on what they can deliver for their clients and customers and failing to meet a client or customers’ expectations can leave a sour taste in their mouth.
What do you do when you’re suddenly hit with the realisation you may not be able to meet a commitment your company has made?
For Bexley Promotional Products and Apparel, the answer to this question was simple: Do whatever is possible to make sure your clients get what you promised, on time.
After receiving an order from David Reid Homes, they got straight to work. Knowing that David Reid Homes were sponsoring an event the following Saturday in Kinloch, Taupo, they wasted no time in organising the apparel so it could be delivered on Wednesday – three days before the event.
The Call
“The tee’s have not arrived.”
This is the phone call they received from David Reid Homes on Thursday morning. If you’ve ever lost a package in the post, you know the first thing you do is check with the seller to confirm if it had been sent for delivery.
After confirming that it had in fact left the printer on Tuesday evening, it was onto the next step – track and trace!
Two hours closer to the deadline of the Saturday event and Bexley Promotional Products and Apparel finally have answers for where their order was actually sent. Kinloch, as expected… in the South Island.
If you didn’t know, there’s actually 3 places called Kinloch in New Zealand. In a perfect demonstration of Murphy’s Law, this order was sent to the Kinloch furthest away from where it needed to be.
The Plan
So what do you do when you have an order in one part of the country, and there’s no way to logistically get it redirected to your client in time?
You spring into action and do whatever you can to give your clients the best result.
Bexley Promotional Products and Apparel used what they have called their back up/ dedication plan.
Step 1: Ring the suppliers of the garments and get them to deliver another batch to the printer on a 1-hour express courier.
Step 2: Phone the printer to let them know to expect the garments and organise pick up, so as soon as the print is dry the apparel can be on the way to the client.
Step 3: Have someone drive from Hamilton to Auckland to pick up the freshly printed garments. (It’s understandable to want to deliver it yourself at this point to avoid another mishap!)
Step 4: Get the garments to Hamilton and personally make the last leg of the journey yourself, so you can ensure nothing else awry happens and that everything gets to your client as expected.
The Result
Roughly 400 km later, the apparel arrived with David Reid Homes just in time at 6:30 pm, Friday evening. All that was left to do was make the drive back to Hamilton proud of the effort everyone had put in to ensure David Reid Homes knew exactly the lengths Bexley Promotional Products and Apparel would go to deliver on their promises.
Call to Action
If you are considering uniforming the look of your team to support your company’s branding or are sponsoring a sporting team or event – then contact Syd or Sharon at Bexley Promotional Products and Apparel on 07 847 5660 or email your requirements to [email protected] We’d be happy to provide a quote.