Setting Realistic Expectations for White Glove Shipping

White glove shipping has gained in popularity over the past few years. A growing number of customers want the convenience of having a professional bring their products into their home and set everything up for them. Because your customers pay a premium for this white glove service, they want everything to go off without a hitch and they want their products as soon as possible.

Failing to meet a customer’s expectations for white glove service can lead to losing customers or poor reviews. This post will teach you how proper shipping planning can ensure you retain all of your customers and receive positive reviews:

  • Service: Before a customer agrees to pay for white glove service, explain what they’re signing up for. Ensure the customer knows that the delivery team will just assemble the product for them—they won’t stick around to teach the customer how to use everything. Accidentally overpromising anything can lead to some poor reviews.
  • Timeline: It’d be nice if every company could provide next-day delivery, but that’s not possible for many white glove delivery services. To set realistic expectations for your customers, stay in contact with your white glove partner to see what their schedule is looking like. If your partner is extremely busy, communicate with your customers that delivery may take longer than expected.
  • Cost: Customers must be willing to pay for white glove delivery. However, they’re not going to be happy if the final delivery price is more than you originally quote them. Ensure you’re providing the right price details to avoid a nasty review from a dissatisfied customer.

Working with your shipping partner

Unforeseen circumstances can cause delivery issues. However, proper shipping planning can prevent a variety of problems and lead to high customer satisfaction across the board. Here’s what you need to provide your white glove service partner with:

  • Explain what is needed: First off, ensure your shipping partner knows exactly what is needed for the delivery. They will want to know if there are any stairs in the home or if the product will need a liftgate from the truck. Giving more detail ensures the carrier won’t need to impose any extra fees on the customer.
  • Delivery location details: The more details you can give during delivery planning, the better. This includes stair information, but your carrier may also want to know about things like unloading space out front. If you can be as thorough as possible, the whole process will go much more smoothly.
  • Customer contact information: Your white glove service will need to contact your customer when they’re en route or if there are any delays. Be sure you give your carrier all of your customer’s contact information so there will be an open line of communication throughout the process.

Partner with our team

Not only are your products in good hands with our team, but you can also rest easy knowing your customers will be satisfied with their delivery when you partner with us. Our white glove services are high quality, and we’re dedicated to customer satisfaction.

Give us a call today to learn more about delivery planning or to receive a quote for our white glove service.

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