By now, I’m certain that both FedEx and UPS have completed their holiday deliveries. But as a result of the delivery-failure fiasco at Christmas, do you still trust them? If you’re unfamiliar with the backstory, many customers were left without their holiday gifts when both companies failed to deliver packages by the guaranteed date.
Who wouldn’t be disappointed not to have their Christmas gifts arrive on time? Imagine the little girl who didn’t receive the only toy she asked Santa to bring. Or, the spouse who was left empty-handed Christmas morning, explaining how he really DID buy the spa robe she hinted at for weeks. And, even if you didn’t have a package show up late, social media was early to call out FedEx and UPS’s late arrivals.
“They shouldn’t be promising something they can’t deliver.” “If there were weather issues or a backlog, why, all the way up to December 23rd , were they offering next-day delivery?”
If you know me, you know what I was thinking. Both FedEx and UPS didn’t speak their truth and it’s costing them big time. Business 101 is to under-promise and over-deliver, which both companies practiced for years. FedEx built its company on the theme of, “When it absolutely, positively has to be there overnight” and we trusted them to follow through. After all, they always did. But will we moving forward?
That’s the challenge with saying one thing and doing another — it blows years’ worth of hard-earned trust in seconds. Absolutely, positively.