I recently placed an online order from a beauty retailer and one from a fashion retailer. Both orders were delayed and the companies handled things totally differently.
One company handled it by providing regular email updates on the status of my order, to apologise for their delay and assure me that I’d receive my parcel as soon as possible.
The other company did nothing, in fact I had to contact them to try and find out what the issue was.
Something as simple as an email was enough for me to feel like a company cared. It wasn’t personal but the choice to send an update gave the message that they value their customers enough to let them know what is going on.
I think sometimes we underestimate the impact that something simple can have. But you don’t always have to solve the problem, sometimes just acknowledging that there is one is more than enough.