Australian Newsagency Blog

A blog on issues affecting Australia's newsagents, media and small business generally.

Late papers anger home delivery customers

Mark Fletcher
February 12th, 2019 · 9 Comments

How all their efforts and desires to own the customer relationship, newspaper publishers leave it to local newsagents to communicate on late delivery of papers.

The most recent experience of this was a few days ago in Brisbane when the Courier Mail was four and more hours late to some newsagents, meaning that safe delivery during the morning rush was not possible.

In an ideal world, News Corp would be public about the situation online, by text message and elsewhere so that customers know. Instead, I’m told that the only comms to home delivery customers was that from newsagents.

I am placing this post here as the request of one of then impacted newsagents, inviting feedback from others.

16 likes

Category: Newsagency challenges · Newspaper distribution

9 responses so far ↓

  • 1 ken // Feb 12, 2019 at 7:08 AM

    i am giving up on cm, my blood boils when customer gets angry, reps dont care. i wish there was serious competion to newspaper.

    3 likes

  • 2 Shayne // Feb 12, 2019 at 7:34 AM

    This is something that will never change. One time while myself and my staff were waiting around with nothing to do waiting patiently for papers to arrive, a customer told me the driver was at McDonalds down the road having breakfast – before dropping our papers off!

    2 likes

  • 3 Jason // Feb 12, 2019 at 1:05 PM

    What would News have said? Papers are delayed, contact your delivery agent for more info on when they will be delivered?

    Any message would have likely reminded people they can report a late delivery and access their subscription online.

    Which is more preferable? No comms from News or comms that drive more people online but can’t give a timeframe for delivery because that’s up to the people doing the delivery once they arrive.

    0 likes

  • 4 Mark Fletcher // Feb 12, 2019 at 1:15 PM

    News could have communicated early, owned the problem, explained a free day added to all subs and provided any other information that protects local newsagents having to deal with it. They could have respected the customers they claim to own.

    11 likes

  • 5 Russell McDonnell // Feb 12, 2019 at 6:54 PM

    An apology to THEIR customers in next week’s S/Mail would be a customer service procedure. Vast majority of customers were patient and understanding except for 2 ‘phone warriors’ that swore and abused myself and a staff member. A visit, in person after closing time, suddenly saw them both wanting to shake my hand. This was done to ‘put out a fire’ for our staff next time the papers are late.

    6 likes

  • 6 Colin // Feb 12, 2019 at 9:18 PM

    Maybe give the customers your Area Managers number to air their complains see how they feel being abused.

    2 likes

  • 7 Jason // Feb 14, 2019 at 8:34 AM

    Back in reality, that’s never going to happen. What would News do? Send SMS blasts at night and wake up customers?

    They still don’t know when they agents being paid to deliver the paper will deliver it. Any message would drive people online. Is that what you want? If most customers understood the problem, why give everyone a free day and further accelerate the free-fall of print. It would just eat into what little money is left in it.

    2 likes

  • 8 Mark Fletcher // Feb 14, 2019 at 4:26 PM

    Jason, smart phones have do not disturb for people who don’t want to be disturbed.

    By all means continue to carp and criticise. What I have suggested is a practical solution, better than what happens today.

    2 likes

  • 9 MARK RICHARDSON // Feb 15, 2019 at 11:41 AM

    Here in SA News Ltd have announced via radio message when the papers have been very late, which usually it is a result of a major mechanical break down

    0 likes

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