I’m a huge Seinfeld fan, not that there’s anything wrong with that. One episode that recently came to mind was “The English Patient” where Lloyd Bridges made a guest appearance as the cantankerous 80-year old Izzy Mandelbaum. Izzy challenged Jerry to a weightlifting competition and declared “It’s go time!”
On Thursday, once you wrap up the remains of the turkey, “it’s go time” and I have to ask the question, “are you ready?”
While shoppers are hitting the brick-and-mortars on Black Friday, use that day and the weekend to take one last survey of your operations to make sure you’re ready for Cyber Monday and the rush of orders I hope you’re going to receive. Here’s my “go time” checklist:
Customer Service
- CSR’s computers up to snuff, fast and ready? You don’t want customers to hear “my computer crashed can you repeat that order?”
- Did you post holiday shipping schedules and last day to order information on your website? Are those schedules hanging in your CSRs cubicles for easy reference?
- Are your CSRs ready to take on any overtime should the season demand it?
- Do you have a back-up plan in case you’re overwhelmed with phone calls? We can help with Call Center Services!
- Is your return policy clearly posted on your website and are all your CSRs fully aware of that policy?
- Did you consider offering gift wrapping? It’s a customer service touch that adds a little labor, but makes customers happy and if done right can earn you some extra ca-ching! I know I leave the wrapping to the experts and would pay for it and I’m sure other guys like me would do so too.
- Don’t promise fast service then under-deliver. If you say “all orders ship in 24-hours” and you’re running 3 days behind, don’t lie to your customers, tell the truth!
Shipping Operations
- Are you fully stocked with boxes, dunnage, tape and shipping labels? You don’t want to get caught without the materials to get orders out! Take an inventory and make sure you’re all set.
- If you’re feeling like you’re going to have above normal volume, let your UPS orFedEx account manager know about it now so they’re ready to help. You don’t want your driver showing up at 5pm with no room in his truck to take your packages. By giving your rep a heads-up they can help you manage your additional volume.
- People are ordering gifts, don’t let them get that gift broken. Now more than ever, train your packers to pack with extra care, extra padding and extra love. An undamaged gift is a happy gift.
- Market yourself in the box. Throw a coupon, a sales flyer, a thank-you note or a free sample into every order that you ship. A box never left my warehouse without something in it to show the customer we care. That went a long way towards repeat business.
- If it’s a gift, don’t pack the receipt! Make sure your packers are aware of that simple fact!
- Move fast moving items to the head of the pick line. If you’re selling holiday stockings for dogs and it seems like one goes out in every order, move them to an area that is convenient for your pickers. Don’t make them walk a mile to get hot moving items.
- If you get busy and need help, are your pickers and packers ready to take on some overtime? Ask now and if not, enlist the help of friends, relatives, neighbors and enemies in case you need them. You don’t want orders coming in and not leaving your warehouse. Be prepared to work hard and reap the rewards later.
There are a few things for you to look at when you’re preparing for the big rush. I wish you a happy Thanksgiving and most importantly, a terrific Cyber Monday!