Tanya
Unregistered
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Hi,
We offer our club members the option to pick up their club packages at our store or to have us ship the wine to them. However, we are sturggling with having several of our club members who have specified pick-up but who don't pick up their wine club packages. Some members come in 9 months later and want to pick up all their wine. This ends up as a storage issue. What are other people doing???
Thank you,
Tanya
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Theresa
Active Club Management
Reged: Apr 21 2006
Posts: 396
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Tanya, That is a great question. It seems that everyone who allows customers to pick up their club packages have this problem.
#1 – SHIPPING: The packages may be shipped to the customers. This is tremendous because you will be able to sell and ship to customers who live well beyond driving distance to your location(s).
#2 – PICK-UPS: The packages can be held at the store location for the customers to pick up. There are great benefits to this option as it gets many of your customers back into your store.
Getting customers in the store creates the opportunity for customers to meet you personally. This is a great way to build your relationship and loyalty with your customers as well as provides you with an opportunity to offer specials for additional sales.
But what do you do when people select PICK-UP and they fail to pick-up their packages?
The most common way that this is addressed is that the business sets a limit on the time that they will hold the club packages. After which the business will ship the club packages out to the respective customers. As these customers had specified pick-up they had not been charged for shipping. In the shipping process the business does charge these customers the respective shipping fee.
NOTIFY CUSTOMERS OF THIS POLICY: If you use this policy, please state this policy on the registration pages.
COURTESY REMINDER: Prior to shipping a club package to someone who failed to pick it up we recommend that you send a courtesy reminder. The reminder may be on the sales receipt or any other notification. For instance, All shipments not picked up by XYZ date will be shipped. Additional shipping charges will be applied.
I hope htis works for you. If you have any other suggestions we would love to hear them.
Theresa Dorr
Active Club Management
925-447-CLUB (2582)
www.activeclubmanagement.com
www.acmwineclubsoftware.com
www.wineclubsoftware.net
Edited by Theresa (Sat Aug 18 2007 11:10 AM)
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James
Unregistered
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We do this. The problem it creates is that people who are picker-uppers don't always provide a shipping address.
James
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Theresa
Active Club Management
Reged: Apr 21 2006
Posts: 396
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True.
Hopefully advising people of this policy when they sign up for the club they will provide a good shipping address.
Confirming shipping addresses is also another reason to contact the people. With an email or call, you can confirm the shipping address, possibly add on to the sale and build a stronger relationship with the customer.
You may get some people who cancel. But then if they no longer want to be in the club, it's a good time to learn more from them about why they want to quit. If it is because of a problem you can fix, you may be able to save the customer.
There are pros and cons to all options. The idea is to select the option that works best for your company and customers.
Good Luck!
Theresa
Active Club Management
925-447-CLUB (2582)
www.activeclubmanagement.com
www.acmwineclubsoftware.com
www.wineclubsoftware.net
Edited by Theresa (Wed Sep 12 2007 10:28 AM)
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Martin, FWW
Unregistered
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Hey, We still have some straglers but this has reduced our problem.
Thanks!
Martin
Walla Walla, WA
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