"In my current position, I handle online orders and shipping items to customers on a daily basis. Last year, the company that we shipped products through was experiencing significant delays in shipping at busier times of the year. Prior to the Christmas season, I began proactively reaching out to customers with expected shipping times once their order came through our system. I also worked closely with our shipping company on a regular basis to relay expected delivery times. This proactive approach kept the customers informed from the moment they placed an order, which greatly reduced the number of unhappy customers contacting us about orders arriving late. Setting the expectation right away was very important to our customers and allowed for repeat business."