The Butler Did It
With apologies to authors of who-done-its, when customers complain about a mistake, the knee-jerk reaction is to say, “The warehouse did it.” Often, the warehouse didn’t make the mistake - someone in the office or field did. In this lousy economy it takes only a few mistakes to lose business - or lose customers. Retaining customers requires that some back-office processes be as error-free as warehouse processes.
In a previous article I addressed ways to prevent mistakes in the warehouse. This article outlines where to look, and key things to look for, in the back office.