As the Joybird flies: Scheduling delivery and saving the date | Spencer Musick

As the Joybird flies: Scheduling delivery and saving the date | Spencer Musick

After purchasing Joybird’s Lewis sectional and ottoman on May 22 during its Memorial Day sale, I’ve been documenting its progress to my door to give a glimpse at how this e-commerce retailer gets its product into the hands of customers.

So far, it has been remarkably smooth flying for my pieces.

On Monday afternoon, I received a text from Joybird with a link to schedule a date for my delivery. I selected Tuesday, July 16, and immediately received an email confirming that delivery date and explaining that its delivery partner (Joybird’s parent company La-Z-Boy) would contact me soon to set a three-hour delivery window.

I’ve discovered a few takeaways from the delivery scheduling process thus far. The issue of how much to communicate with a customer who is expecting a delivery is a balance that has to be struck, and Joybird seems to have found the right mix of keeping the buyer (me) in the loop while, at the same time, not going overboard.

There is a marketing tie-in to this consideration as well. A company doesn’t want its vital order updates to get lost in the noise of routine marketing communications in my inbox. In this case, Joybird uses a separate email address for order scheduling, in addition to clearly noting in the email subject line that this is an order update. These might seem like “no-brainers,” but props to Joybird for getting it right.

With a big ticket item such as a sectional, expectations can vary wildly from buyer to buyer, so helping to shape those expectations realistically with honest lead times, clear communication about order progress and flexible options for delivery is a key piece of the customer satisfaction puzzle for a furniture retailer.

More to come as we see if Joybird can stick the landing!

See also:

  • As the Joybird flies: Follow it directly to the doorstep | Spencer Musick
  • Here’s how Joybird is using 3D to improve space planning

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