Power Outages Affect Holiday Delivery

What would you do to minimize fallout?

[LizaJane]

I am located in Western Washington. Last week windstorms brought on major power outages to over 2 million homes/businesses. Several 100,000 still with no power. I have "great" employees that worked in the cold with flashlights packing up several hundred packages. We drove 1.5 hours away for use of limited power to post packages and email our customers, which was prefaced with information about our location, the storm/power outage, and our dedication to holiday delivery. When the post office finally opened, it was with limited operations. They were unable to scan packages into the system, still no power. Everything was shipped via postal priority, but it was shipped two days later then expected because of the power outage.
Now six days after shipping, maybe 30% of these packages are delivered. Most of the items ordered are hand crafted. The customers knew at the time of order that their package would arrive just in time for the holiday. But really, this is a nightmare. We now have power, and the phones are a ringing. What would you say to the angry customers?
Reimburse shipping costs?
Percentage Off order?

What would you do to minimize fallout?

[Corey Bryant]

Explain the situation and offer them their money back. There is nothing that you could have done to prevented the storm and it was out of your hands.

Most people are probably aware of the problems and I would expect some type of sympathy for the most part.

-Corey

[LifeinAsia]

Definiely put up a notice on your site explaining the problem, apologize for the delays, and thank your hardworking employees for their efforts to get everything out as soon as humanly possible.

Do you have e-mail addresses for all the affected customers? If so, e-mail them a coupon for a discount on future pruchases to try to make up for it.

Despite your best intentions and great lengths you go to appease everyone, you'll still get a few who complain loudly no matter what. But I suspect that the majority should be fairly understanding, unless they live in the one part of the world that has never experienced natural disasters such as floods, typhoons/hurricanes, earthquakes, severe snow fall, power outages, avalanches, drought, mud slides, or meteor strikes.

[numnutz]

Purchase a small generator enough to power lights and a UPS for a computer (laptop) with a copy of your normal software installed. Get this in the next summer sales :-) I know of someone who did this for a small business for around £120 last summer. As a bonus it can be used at home as well.

Happy Christmas and all the best for the New Year

nn :)