Well Then Whose Department Is It?

Ever go to a department store and try to find help?  You walk around for ever and can never find the right person.  How frustrating is it to find someone to help, only to be told, “Sorry, that’s not my department”?  If you are in the business of selling things, isn’t customer service everyone’s department?  It sure should be.

In the drop ship world, you, the retailer needs to take full responsibility for all customer service issues, good or bad.  Blaming problems on your drop ship supplier is the equivalent to saying “it’s not my department”.  Your customer doesn’t care.  They placed an order with you, and it is your responsibility to deliver.  Apologize for the problem, and tell your customer that you are going to do everything you can to fix it, and then work with your supplier to do so.  It doesn’t really matter whose fault it is, because in the eyes of the customer, you, the retailer, is the only one that matters.

Leave a Reply