Special Orders.
A special effort should be made to have the system so arranged that it will enable the mail-order department, as well as every other department in connection with the house, to know how many orders are partly bought and holding for goods which have been ordered that are not in stock, or that require to be made. The buyer who finds anything asked for on an order which a department cannot supply at once (and no checks should be taken unless the order can be filled promptly) should give someone appointed by each department full particulars of what is required, the number of the order, name of customer, description, size, or measurements of goods to be made or procured. When everything is bought, with these exceptions, the order should be then handed to a special mail-order clerk, who should note what is lacking to complete the order, and in a set of special department files (space being provided for each department) should place the holding order. He should visit the different departments, ascertaining particulars concerning each order, find out what efforts are being made to fill the same, and crowd these orders to completion, where necessary, writing customers explaining any cause of delay. As each department secures the goods required, the mail order department should be notified immediately, when the order may be quickly produced from its department file, check made out and order completed. It is easy to ascertain at any time through such a system exactly what goods each department lacks, and direct such efforts as will provide for the least possible lack of stock and the least possible delay in executing orders.
Returned Goods, Exchanges, and Complaints.
A separate section should be devoted to returned goods or exchanges. As goods are received the packages should be examined as to identification, whom and where from, and entered up alphabetically under the date received, with all particulars required, and goods placed in suitable compartments. When letter of explanation is received, goods are easily located, and both should be given to special exchange clerks, who will secure the necessary exchange bills and make such new selections as customers may desire.
The cause of all goods returned should be thoroughly investigated in every instance, and where the fault lies with the house, the customer should be reimbursed for any extra expense incurred; and whatever department or individual is to blame should be made fully acquainted with their error, and such steps taken as will prevent a repetition of it.
Usually associated with this work is a special section, which should deal with all letters of complaint. The cause of all complaints should be fully enquired into and at once. There should be no delay whatever, but immediate answers insisted upon. Explanations should be complete and to the entire satisfaction of customers, and any loss through carelessness or errors made good without reserve. Each department and their help should be held strictly accountable for any claims which, upon investigation, show where the responsibility should rest. This feature of promptly adjusting all differences and satisfying every reasonable demand leads to continued and increased confidence, and should, therefore, be given very particular attention.