This new year has brought several new customers to Key Fulfillment; several of whom came to us after bad experiences with big box fulfillment providers. They left the old place feeling as if no one cared about their business….orders were not shipping, their requests were being ignored, and they were being asked to jump through one hoop after another. One customer even reported that they weren’t allowed to have a phone conversation with the customer service person assigned to their account!
Big box eCommerce fulfillment companies can be great at serving big companies with lots and lots of orders.
However, they are not good at the needs or soul of small businesses. They aren’t good with startups who have put their heart into something new and spectacular and care deeply about how each package is treated or have special requests pop up all the time!
From one small business to another, my advice this week is that you speak to both big and small fulfillment providers before you sign a contract and that you consider if the cost savings of a big box option is worth sacrificing good service. Consider what is really important to you and maybe ask a few questions such as the following:
Who will be my customer service rep? Can I meet them now?
If I want you to put a special note in 1 special order, can you do that, and if so how much will it cost?
What will happen if I have a last-minute order change?
What is the process if I add a new item?
What will happen if a special customer wants us to use their own UPS account?
At Key Fulfillment and many other small eCommerce fulfillment companies all over the country, you can pick up the phone and speak directly to the person shipping your orders. You can request the packaging that you want. You can get a special note added to a special package with a quick text.
Small businesses get small businesses and at Key we are committed to providing the utmost personal solutions to your shipping and virtual customer service needs!
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