How to handle a supplier delay without losing the customer
What to do when a part or material shows up late, and how to tell the customer.
- Confirm the new date. Ask the supplier for a firm date, not a guess, and write it down.
- Tell the customer early. Call or message the same day you learn of the delay, before they ask.
- Offer a choice. If another supplier can deliver sooner, explain any price difference and let the customer decide.
- Rebook the work. Move the job to the new date and release the old slot so another job can use it.
- Note it on the job. Record what was ordered, the promised date and who you spoke to.
Common questions
Should I charge for the delay?
That depends on your agreement. Say so in your quote terms before it happens.
How often should I update the customer?
Once when you learn of it and once when the part ships is usually enough.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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