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Posted by on Dec 5, 2013

How Bol.com handles the Sint package that didn’t arrive in time

How Bol.com handles the Sint package that didn’t arrive in time

 

As we speak, all over Holland  little kids are getting nervous. Because tonight, December 5, is Sinterklaas and the infamous “Gift Evening” when Sint & his helper Piet leave a big, burlap bag stuffed with presents on doorsteps of good little girls & boys.

Parents are nervous, too.  They’re writing witty poems (part of the tradition) and they’re busy helping Sinterklaas & Piet get that big burlap bag ready. But what if one of the gifts they  ordered on-line doesn’t arrive in time?

Online retailer Bol.com (the Amazon of  Holland) took time to prepare for this disappointment. After all, what retailer gets 100% on time delivery at Christmas? Bol.com realizes that on key dates like Sinterklaas or Christmas this is a major, emotional big deal.

So instead of a generic mail saying we’re sorry, Bol.com sends a mail that

Apology email from bol.com, including link to a poem and a 5 euro voucher.

  • is from the Geneeral Manager (not just customer service)
  • recognizes the emotional issue that the delay causes in this instance
  • offers a 5 euro promo code as an apology, and…
  • offers a customizable poem from Sinterklaas that the shopper can give to the recipient to explain why the package isn’t there on time.

All this shows that Bol.com understands their customers’ needs at a moment of disappointment in the service, and pro-actively acts on them.  The only thing missing, which really should be there, is the option to cancel the order. After all, the poem is a nice idea, but to a 9 year old girl that pink piece of paper just doesn’t cut it when what she really wanted was Lego Technics.

Fijne Sint allemaal!

Bol.com Poem on disappointing someone

The poem from Sint that shoppers can download to explain why the gift isn’t there on December 5.

 

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