Day One

Whoever owns delivery reliability and support, a new operations lead or you on the Monday you decide the ticket queue is telling you something, needs six things on day one.

Orders with the promise attachedEvery order with the checkout date shown, the ship scan and the delivery scan.
Carrier and 3PL accessThe shipping platform, the 3PL portal and the contracts.
A help desk exportSix months of contacts, with reason, order, remedy and reopens.
Contribution per orderFrom finance, so a failure and a remedy can be priced.
The policies, with their historyShipping, delay, backorder and recovery rules, with the dates each changed.
Authority to change the promiseThe right to change the checkout date and switch on delay notices without waiting for a meeting.

Do this

Ask for all six in one message today. Whatever comes back slowest is where the business knows least about the promises it makes.

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Written by Andrew Lauchner, a growth and retention operator for consumer brands. The paid work is one ninety-day Sprint.

This is one chapter of The Kept Promise, which is free and readable in full on a single page with no form in front of it.

Do this

See where your first-time buyers stall.