I think we can all agree that service consistency is critical. When companies falter in maintaining reliable service, customers are often left with no choice but to find alternative solutions. This can have long-term repercussions, as clients may eventually realize they can function without the very service they once relied on. The recent Canada Post strike offers a stark example of how disruptions in service can push customers to explore other, more dependable options.
Throughout the strike, businesses that relied on Canada Post for deliveries had to find alternative solutions. They likely experienced frustration and certainly administrative cost and burden as they shifted how they operate. Smart shipping companies whether it was UPS or locally based Phantom Couriers stepped in to fill the void working to alleviate as much stress as possible for these businesses left without service. Consumers and businesses alike have shifted even further to electronic methods of sending payments, bills, and even documents—thus reducing their dependence on physical mail altogether.
This shift isn’t just a temporary fix; it represents a potential long-term change in customer behaviour. Once people discover the convenience and reliability of alternatives, they may not return to the original provider, even when the strike is over. The lesson here is clear: leaving your clients to figure things out on their own, even for a short period, can have lasting consequences.
It will be interesting to see the long-term fall-out from the postal strike during peak mail season in a time when there are so many other options for consumers. For businesses, this highlights the importance of consistency in service delivery. Even when external factors disrupt your operations. It’s vital to communicate with clients, offer alternatives, and ensure that their needs are met. Failing to do so can result in customer attrition as they seek out services that better meet their expectations. In the end, service consistency builds trust—and trust is the foundation of long-term business success.