He’s losing money providing replacements, and customer goodwill has taken a hit due to complaints posted on his Facebook page.
He starts to dig into what might be going wrong. Is it the packaging or the couriers?
First Kai tests his packaging and finds the ceramics inside only break if dropped from a height. So he talks to the owner of the courier company, Kathryn. She promises to investigate — she wants to keep Kai as her own customer.
Kathryn finds all the broken packages were delivered by the same driver. He hadn’t noticed the “Handle with care” stickers and had simply thrown packages into his van. She puts him under supervision, and lets Kai know her drivers are under orders to take extra care.
Because Kai regularly posts orders to customers, he and Kathryn also agree on a written contract between their two businesses:
- Kathryn’s company will pay up to a set limit for accidental damage to parcels.
- Kai will have seven days from the delivery date to make a claim.
With good systems back in place, Kai is confident he’s minimising the risk of future breakages.