Keeping customers happy when a product they ordered is temporarily out of stock is a difficult task for any business-to-business (B2B) company. Since backorders postpone the delivery of customers' orders, they often lead to tension between the company and its customers.
A backlog of orders can have a detrimental impact on your B2B operation, but keeping in touch with your customers can help keep the peace.
Here's how to handle backorder problems effectively:
- Be upfront.
Always be upfront with your customers about your backorder status and when they can expect to receive their order. It's helpful when you keep them in the loop and are honest about any challenges you might face. Customers want transparency, and being upfront is a great way to gain their confidence and credibility with your business. Honesty is always the best policy.
- Present alternative products.
If the back ordered item won't be available for quite some time, offer your customers a similar product as a replacement. Doing so demonstrates that you are receptive to working with them to find a middle ground and are actively seeking a resolution to the problem. Communication is key - be the problem solver.
- Offer a rebate or credit.
You can offer them a discount, free shipping, or some other perks to offset the backorder problem. Offering a refund or other form of compensation demonstrates that you value your customers' happiness and is a nice way to ease their frustration.
- Act quickly.
Always be quick to answer questions and address concerns from consumers about their back ordered products. Responding quickly and courteously to customer concerns increases the likelihood that they will continue doing business with your company.
- Streamline your procedure.
In order to prevent backorders in the future, it is important to evaluate current inventory management practices and make any required changes. By doing so, you can speed up order fulfillment for your customers and decrease the chance of backorders. When your customers are satisfied, YOU win and everyone wins. GoBiz USA can manage your inventory levels at no cost so you won’t have to have these issues in the future - CLICK HERE TO LEARN MORE
- Offer Pre-order options.
If you know a popular product will be out of supply for a while, you can give customers the option to pre-order it and have it shipped to them as soon as it becomes available by keeping them in the loop. Avoid unnecessary anxiety by speaking up immediately.
- Keep in Touch.
Even after a customer's order has been sent out, you should still keep in touch with them. Sending emails or conducting questionnaires afterward will help you learn how to better serve your customers.
These easy steps will help you maintain a positive connection with your customers and ease their minds when their orders are delayed. In spite of any difficulties, remember that repeat and referred business comes from satisfied consumers who experienced a positive transaction.
Backorder problems aren't something you'll have to worry about when working with GoBiz USA. They have you covered with an enterprise-level Oracle Netsuite B2B business solutions platform that will monitor your inventory stock levels, track all your orders in real-time, and alert your customers to any problems that may arise during the order process.
Be in complete control of your business-to-business operations with GoBiz USA.
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