Supply chain issues are nothing new

Most of the economy is being impacted by global supply chain interruptions.

These interruptions are being blamed on the COVID-19 pandemic, and it is easy to imagine that it is the sole reason for the disruptions. The very finely balanced and complex logistical mechanism that is the global inventory supply chain has had a few issues recently. I feel the system is so vast and multilayered that numerous elements can affect the fine balance, not to mention a little profit-taking that can be extracted from shortages and system imbalances. Those of us with clients and family members wanting to receive products, projects or gifts on time are in a difficult position. In some cases, even advanced planning has resulted in delays due to an unprecedented, global supply shortage.

With a basic understanding of the supply chain processes, one can identify any number of reasons why there might be disruptions for the particular products or services you are requiring. It could be as simple as one person who has the responsibility for cutting down a particular tree at a particular time. Who missed the truck, that missed the sawmill date, that missed the production run at the furniture factory, that missed the ship, that couldn’t get in to the harbor. You get the picture. All resulting in you not getting your new desk when you wanted it.

Many of us have dealt with supply disruptions in the past. We even have developed techniques and processes to mitigate their effect. Now is the time to dust off all of those timeproven techniques to get us through this particular moment.

Years ago, I worked for IBM and on occasion we might have supply chain exposure. More often than not it was caused by positive customer reaction to a new product. The result was the client requesting a product

on X date and the delivery was scheduled at X-plus date. The different dates caused a customer service problem, similar to our situation today.

Allow me to offer a few ideas minimize customers’ concerns and the damage to your business relationship.

The first technique is to offer a substitution for the desired product. If you can offer a substitute for the product from your existing inventory, it might be a viable approach for you and your customer.

Think about your order at a restaurant — if they are out of your first request, the waiter usually has a second, similar offer for you.

Additionally, if possible, you could lend the customer an item to bridge them to the new delivery date.

Another is to communicate with your customer in a forthright and proactive manner throughout the delayed delivery process. Ask clients their preferred communication approach and how frequently they wish to be contacted. By keeping them in the communications loop, they will understand the effort you are extending on their behalf.

There are numerous techniques to assist in managing through a time of constrained product availability. Consider which techniques are most appropriate for you and for your customers so that you can move forward together.

Cornell Wright is the author of “31 Coffee Breaks to a Better Organization,” an executive coach, trainer and consultant at The Parker Wright Group Inc. in Stratford. The firm strengthens clients’ team development in pursuit of customer service strategies and processes. He is a Certified Partner of Predictive Index. He can be reached at 203-377-4226 or cornell@parkerwrightgroup.com.