When you suddenly find yourself on the other side

There are those moments when, as a retailer, you suddenly find yourself in the shoes of an ordinary customer.

And I think that is exactly when you realize what good service really means.

Some time ago, we ordered goods from a supplier. But not for ourselves.

The items we ordered were intended for our customers.

And that is exactly what makes the situation so disappointing to me.

Because if I have to wait longer for a personal order, I might get annoyed. But when there are people behind my order who have ordered from us in turn and are waiting for their items, it feels completely different.

Then it is not just a package waiting.

Then it is people waiting.

It really should be quite simple: order, pay, receive the goods, and then reliably process our own orders.

Only this time, it didn't work out that way.

The goods took longer to arrive than expected. The information about this did not come in the way I would have wanted it as a customer – and in this case, also as a retailer. Eventually, you sit there and think exactly what many customers would probably think too:

What on earth is happening with my order?

And at the same time, you know: Our own customers could soon be asking us this question.

That is the point that bothers me the most.

After all, our customers cannot be held responsible for something not working somewhere earlier in the supply chain. They ordered from us. So, first of all, we are the ones they have every right to expect a reasonable answer from.

I know that in a small business, not everything always goes according to plan. A supplier can let us down, materials can be missing, a package can get stuck somewhere. Even with us, not every surprise can be prevented.

But what makes a big difference to me is communication.

If something doesn't work, I don't want to have to chase after information. An honest "Unfortunately, it is taking longer, and this is the reason" helps me much more than uncertainty.

And yes: I was disappointed.

This time, especially so.

Not only because our delivery did not arrive as expected. But because people who have placed their trust in SteinKunstWerk and ordered from us could be disappointed as a result.

I do not want to simply brush that off with a "It's our supplier's fault."

Because from a customer's point of view, that wouldn't matter much. And I can completely understand that.

So now I am using one of my own tips

I often tell you here that you should not wait until the last minute for a good gift. And that it makes perfect sense to have a small stock of gifts at home.

A nice little something to bring along. Something for a spontaneous birthday. A small token of appreciation. Things that were not bought for just anyone, but for which I already know roughly at the time of purchase: I have someone in mind for this.

And that is exactly the idea we are now applying to our situation.

If ordered goods are not available in time, I do not want to simply wait and hope that somehow everything will work out.

Instead, I would rather look: What do we have ourselves? What suits this person? What can we offer so that a disappointment can still turn into something good?

Not just any replacement.

That is important to me.

Because my own gift tip is also not: If something is missing, just take whatever.

But rather: Look at who it is intended for.

Maybe there is a suitable alternative. Maybe something can be combined. Maybe you can even find something that comes very close to the original idea. And sometimes the right solution is also to say openly: Unfortunately, what you have chosen will take longer – would you like to wait, or should we find an alternative together?

And I am taking something away for our own shop

This experience was frustrating. Nevertheless, it was also useful.

Because sometimes you only truly understand the other side when you are sitting in their shoes.

We cannot guarantee that something will never go wrong with suppliers, parcel services, or materials.

But we can decide how we deal with it.

That is why I would rather explain too much at SteinKunstWerk if something is delayed. Especially with items that we make ourselves, production time is part of it. But then it should also be clear what to expect.

And if something does go wrong, I want no one to have to guess what is happening.

Because one thing I have realized very clearly again this time:

Anticipation usually tolerates a delay better than uncertainty.

And what if Plan A doesn't work out?

Then I will simply look for a good Plan B.

Just as I always tell you about giving gifts.

HE