Your fulfillment vendor is the linking relationship between your organization and your members or customers. If your members receive their orders late, or receive the wrong order altogether, it’s your fault in the eyes of your customer (even though your fulfillment partner is actually at fault).
But how do you know when the time has come to consider a new fulfillment company? With so much invested in one (or a few) fulfillment partner(s), this is a HUGE decision to make.
What are the warning signs you should break up with your fulfillment vendor?
3 Signs Your Organization Needs a New Fulfillment Vendor
- You’re not communicating. Since your fulfillment vendor is the link between your organization and your customers, it is critical that they are keeping you informed of any problems. If one of their printers is down, if a customer gets the wrong order or if they lost an order, you should be the first to know. What’s more, your customers should not be the ones informing you of these problems.
- Your fulfillment vendor does not treat your product as their own. If the company fulfilling your continuing education materials or publications is shipping out books with missing pages or incorrect covers, they are clearly showing a lack of concern for your product and a lack of respect to your organization. These careless mistakes are a direct representation of your organization’s brand. Is this how you want to be represented?
- Your order fulfillment process causes you a lot of work. Getting your training materials or publication orders filled should not mean manual labor for you. If you’re sending your orders via email or an excel spreadsheet to your fulfillment vendor, you’re already doing too much work. You should be able to automatically send orders from your online store directly to your fulfillment partner in XML format. It’s not as difficult as you might think.
If your fulfillment vendor is causing you more harm than good, it may be time to break up and find a new one.