We've had our first 'negative' experience since starting www.LensLocker.co.uk. Not one, but two of our orders did not came back! Obviously we have had a few occasions where parcels have turned up late, nonetheless, in such cases a quick call to the customer has confirmed that the lens or camera has been returned and the delay is with the courier.
Not this time around.....despite all of our efforts we have been not able to contact the customer on the phone, email or letter, and we now have recognized that we're highly unlikely to retrieve our photography gear.
We've spent a couple of days feeling hopeful (maybe they will arrive!), frustrated, disappointed, angry and then very angry! I am now feeling resigned that this type of thing happens and hopeful the police, which are now involved, will have the ability to allow us to resolve this case.
As the whole experience leaves very bitter taste the only factor that we're certain of is the fact that we must learn from this experience. What will we do in order to minimise the danger without deterring customers from using our services? So what can we provide when it comes to delivery and collection which supplies added assurance our equipment is going to be sent back? What further inspections are we able to do ahead of time to flag potential risks? These are things that have now been pushed very rapidly towards the top of my 'to do' list!
Despite this slight setback we still love our business and helping our customers. We're ongoing to further develop the business and we our expanding our selection of equipment and our stock levels. We take great pride within the service we provide and we're getting receiving great customer feedback. We are starting new and exciting offers, we are keeping our website fresh with new ad banners and pages and we are working with our designers to ensure we are getting the most from our stock and our website.
And also the best little bit of news now....we hit number two for several key phrases around the search engines like Google - pretty good for a company which is not even 6 months old.