How Fulfillment Service Impacts Customer Satisfaction

“If people are failing, they look inept. If people are succeeding, they look strong and good and competent. That’s the “halo effect.” Your first impression of a thing sets up your subsequent beliefs. If the company looks inept to you, you may assume everything else they do is inept.” – Daniel Kahneman

When you work with a fulfillment partner, it is easy to oversimplify their involvement. True, a fulfillment house picks and ships orders. How could that hurt customer satisfaction?

Final Hands

Simply put, they are the last hands to touch your products and they are responsible for delivering the final product to your customers. To see where you stand, ask yourself a few questions:

• When your customer receives an order, how does it look?

• What packaging materials are used?

• How quickly does it arrive?

• How is the tracking information transmitted?

• How are returns handled?

If you have not audited the results in a while, it may be time to check your fulfillment results. Check our Guide for Fine Tuning Fulfillment for more tips and remember: A great fulfillment provider increases customer satisfaction, while a poor provider can actually damage satisfaction.

Case Study

One of our clients moved from a different 3PL because of customer dissatisfaction. The business started receiving complaints that orders were arriving in junky old boxes with newspaper used as packaging. Many orders were incorrectly shipped, leading to reshipments and delays.

If customers had not reported these issues, our client would not have known the impression their former 3PL was leaving on the customers. You have spent time and money making a good impression on customers. The last thing you need is a lousy box or a packing error to erode your credibility.

Errors Undermine Credibility

Mistakes not only cost money and time, but they damage customer trust. Medallion and Sprocket Express have a 99.9%+ accuracy rate and exceptional customer service personnel. In the case study above, errors and complaints stopped after the business switched to Sprocket Express for fulfillment for East Coast servicing. Customers almost never received incorrect items again, and the clean uniform packaging made a great impression on the recipients. The client added a packing tape printed with their logo, for a complete branded solution.

Speedy Delivery

When we first opened, our CEO used to joke that someday customers would hit the “buy” button and then check the mailbox. Ironically, we’ve nearly reached that point!

With Amazon leading the charge, customers continually have a higher expectation of speed (and shipping cost). To answer the call, most 3PLs expect to provide same day delivery within the next 5 years. And 40% say they anticipate 2 hour shipping by 2028. Interestingly, when Amazon offered 1- and 2-hour delivery in select markets, many customers preferred the free 2-day shipping instead. Speed is not everything, but shipping value is essential. The best shipping strategies offer a few options with a range of costs.

Knowledge is Satisfying

Immediately after placing an order, most website systems generate an order confirmation email. The more transparency a business provides during the order process, the more confident a customer can feel when interacting with the company. Therefore, as soon as an order is released to a carrier for shipment the tracking information should be communicated in real-time.

Both Sprocket Express and Medallion Fulfillment & Logistics sends automatic tracking information to your customer. And we can brand the email with your company information for a consistent image. We ship the same day and we also offer rush and special services.

We Are Here When You Need Help

These are just some of the ways that your fulfillment service partner can affect customer satisfaction. We strongly encourage you to call references when choosing a fulfillment provider and ask some of these questions. Your choice will be representing your business in public view, so it’s no easy decision.

Whichever partner you choose, we invite you to connect with us to share challenges and ideas via email or social media. To learn more about our services and our low industry pricing, see “What We Do”, or get a quote today.

Don’t Let Your Business Suffer Due to Amazon’s Policies, You Have Options!

Online Selling Tips for Promoting Your Products on Google Shopping

We’re all about solutions here at Medallion Fulfillment & Logistics. The coronavirus pandemic demands that we think outside the box to keep businesses growing and homebound customers satisfied.

Amazon froze shipments from March 17th to April 5th, and now states the following on their website:

“While we will continue prioritizing the products we can receive beyond April 5, we are now able to broaden the list. Given our constrained capacity, we are doing this on an item-by-item basis. We have updated the Restock Inventory page and Restock report in Seller Central so you can check which products are eligible for shipment creation. We consider many factors when determining eligibility, including high-demand products customers need now; current inventory levels and inventory in transit; fulfillment center capacity; and our ability to adhere to the latest health guidelines.” Read the full article at Amazon Seller Central.

What we are hearing from Amazon sellers is that Amazon is restricting their incoming stock replenishment shipments. Interestingly, when you order Amazon products like the FireStick, as one of our team members did recently, there was no shipping delay for a purchase of Amazon’s branded products.

To solve “unfair practices” that Amazon is enforcing as policy, we have developed a special program called FBM (Fulfillment by Medallion). The FBM program allows you to ship product to both or either of our East Coast or West Coast warehouses, and gets you back shipping goods to customers the day after we receive your products. This redundancy with FBA lets you be proactive to the current business and virus situation. And, our FBM allows you to leverage sales to homebound workers; who may be shopping to pass the time, or who are buying items for family members to stay entertained with while home from school. With no shipping or stock restrictions, our program can get you back in business fast!

You can easily select to move to Fulfillment by Seller within Amazon Seller Central and not be held hostage or be affected by Amazon’s policies.

With a growing dissatisfied Amazon warehouse staff that has done a limited walkout and has expresses fears of contagion requiring management to provide temperature checks and masks in warehouses, FBA now seems a less stable option for businesses in the coronavirus era.

Here’s how our FBM (Fulfillment by Medallion) program works:

1. Ship your goods, or a selection of goods, to our East Coast or West Coast warehouses or to both.

2. Our special dedicated FBM On-Boarding Team fast tracks processing and works with you to implement your ordering and shipping fast. We can start shipping orders the day after we receive your products in our warehouse.

3. There are no long term contracts and you can even get a formal and affordable price quote today.

4. Get back in business – shipping to homebound and internet-connected potential customers in one day after receipt of your products in our facility. Don’t miss a beat and make your sales projections this quarter, even with communities and workers on lockdown.

After the threat is over, we think you’ll stay a Medallion FBM customer due to our affordable pricing and can-do attitude. Don’t let your business merchandise be held hostage by Amazon; you have an affordable option – FBM (Fulfillment by Medallion).

Give us a call today and let us show you how we can get you back in business fast.

Priority Mail Express International Guarantee Suspended to Certain Countries

USPS just announced disruptions to International service. According to the USPS,the data is constantly being revised. Please review this page to get the most up-to-date information.

Due to airline travel restrictions and cancellations, the U.S. Postal Service (USPS) has temporarily suspended the guarantee on Priority Mail Express International destined to China, France, Great Britain, Hong Kong, Spain, Sweden and Switzerland. These suspensions will be in effect until further notice. The Postal Service is taking all reasonable measures to minimize impact to our customers.

Starting 4/3/2020 USPS will not accept shipments to these 22 countries (see list below).

USPS is going to block USPS, GAP and GP shipments to the 22 impacted countries now. This will affect both Stamps and Endicia customers.

This is a rapidly evolving situation. We don’t know what the error messages will be yet (in applications), but the shipments will be blocked from printing.

At the bottom of the list is a link to USPS website where you can track the status of shipping updates by country.

The list of countries included in the Temporary Service Suspension has just been updated as noted below.

Botswana
Cayman Islands
Chad
Ecuador
Fiji
French Polynesia
Honduras
India
Kuwait
Libya
Madagascar
Maldives
Mongolia
New Caledonia
Panama
Peru
Samoa
South Africa
Bolivia
Sri Lanka
Zimbabwe

Please visit the USPS International Service Alerts page for the most up to date information.