This makes sense! Do we know what those questions are? If I knew, I would make triple sure that each one by itself was fulfilled to the highest expectation. Of course the goal is to have amazing customer service and even better deliveries, but people are unique and each person has something in their mind when they place an order. Some people don’t actually know what they want until they see it or hear it. But if we knew the 3 expectations perhaps we can all pivot a little to make sure we take care of those critical questions.
It’s like shopping for a pair of shoes… I wear a size 5 which is small, but if I walk into a store and there are no 5s just 7 and above, I may assume it’s the fault of the store, or maybe it’s not their customer base or to carry a size 5 doesn’t make business sense. I don’t know the answers but I do know that when I go to the RACK they have hundreds of size fives and that’s where I get my shoes. If I just knew what to expect, I can pivot and make sure the end result is that I get a pair of shoes that fit…so I shop at one store. If I shopped and bought a wrong size then I was sent a survey about it, I may be inclined to answer that I did not use the shoes because they didn’t fit. It’s not the fault of the store, but rather my expectations that I could find a pair of shoes that fit me but in a place that never sells size 5s. I hope that makes sense. Plus, it depends on if the person feels it’s just easier to keep the stupid pair of shoes or go and try to find the right size. Again, it’s not the fault of the store because they have a policy that says no questions asked! It’s the buyer who doesn’t have the patience to find what they want even if it’s a bit more back and forth.