How can I ensure timely delivery of my customer's order?

[yummy4tummy]

I did an open house in September and got a few orders. One of the orders was for the decorating bottles before they went on stop sell. Ok, I notified customer (via answering machine) that DB's were on back order and her other item was in. Never heard from her. The following week, I called the lady that I did open house with since it was her house and her friend that ordered I figured she might have insight. She told me to just bring that item to her house and she would deliver it to her which I did. The next week, the customer finally called me and apologized for not getting back to me blah blah blah... I informed her that M had her one item and I was surprised that she hadn't received it yet. I also let her know other item was still b/o...no prob. Well, DB's finally arrived, I call customer, call again and again. 4 times I have called. I leave messages. Called M to find out if she knows only to find out that she still has first item I gave to her. M wants me to bring DB's to her and she will deliver those to her too. I said I would but now I feel like I should get the other item back from M and keep it here with the DB's until I hear from customer. Any suggestions?
Valky

 

[klsnyder]

Go with your gut...I would get the item back, and deliver myself, whenever she tries to call you...Or if you got her address and items are not too big, I would mail to her and insure!

 

[yummy4tummy]

I wouldn't send it without a signature required but it seems like such a waste. I just feel like if she really wanted her order, she would contact me. What is the longest anybody on here has had to hold an order?
Valky

 

[ChefNic]

I wouldn't mail it... she could say it must have gotten lost...
Definitely face to face is safer.
If she paid for it, she will eventually call for it.
A lady ordered Prep Bowls from me once... I can't remember how long it took, but probably two months... I just kept calling every now and then... saying "Since you paid for these already, I really want you to have them"
Finally she gave me directions to her house,and I left them on her front porch with a couple recipe cards.

 

[AnaCash]

rie, thank you for sharing your experience with us. It sounds like you have been trying your best to provide excellent customer service to this particular customer. I suggest reaching out to the customer once more and letting her know that you have her decorating bottles in stock and are ready to deliver them to her. You can also mention that you have the other item that she ordered and ask if she would like you to bring it along with the decorating bottles or if she would prefer to receive it separately. In the meantime, it may be a good idea to reach out to M and ask if she can return the first item to you so that you can keep it with the decorating bottles until the customer is ready to receive both items. Communication is key in situations like this, and I'm sure the customer will appreciate your efforts to make sure she receives her orders in a timely and convenient manner. Thank you for being a dedicated consultant and for always putting your customers first. Best of luck!