Worked scenario
Sold, built, delivered, returned
A failed furniture delivery costs the vehicle, the crew, the item's condition and the sale, and access could have been checked in one question.
3 min read
Large furniture has to travel from a lorry to a room. Between the two are doorways, turns, staircases and sometimes a lift.
Nobody asks, because the customer would say yes
Asked whether it will fit, a customer says yes — they are picturing the room, not the turn at the top of the stairs. Specific questions about the route produce a different and more useful answer.
Cause, not count
Failed deliveries recorded with a reason usually cluster on a few product lines. That is a merchandising and quotation fix, and it is invisible while failures are treated as bad luck.
What changes
- Access details captured at the point of sale
- Dimensions checked against the route, not just the room
- Failed deliveries recorded with their cause
- Items known to be difficult flagged at quotation
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