My honest feedback: my recent experience
There is no doubt that you have a good product. You just need to be more proactive when it comes to communication with customer. Let me give you an example: I ordered Pizza Hut online recently and the delivery time estimated was at 6.28pm. At 6.15pm, a Pizza Hut supervisor called me to first of all thank me for being their customer, acknowledged that I hv made an order, apologised that there will be a delay due to high order and limited riders to deliver. The staff was very professional, very apologetic, very polite and pleasant. I accepted it and thanked her for her call. You see, lesson here is, if you indicate in your website that delivery is between 1-3 working days, then stick to it because that is the expectation. Otherwise, change it or call your customer informing tht there will be a slight delay. Not the other way round where your customer eagerly wait on the 3rd day for his product delivery and ended up with disappointment. Call your customer, communicate with them and inform them there is a delay and explain why in a friendly manner. Your customer will understand. I spent time writing this and hope it gets into your customer enhancement strategy. Otherwise your competitor will be ahead of you soon. Cheers and all the best, Keat meng