Andy Martin - YRC Logistics EU

In a previous blog I talked about the most important part of moving a clients goods is to find out what they exactly need and want before any arrangements are made. Sometimes this is not always apparent without asking key questions such as: -

What is the reason for shipping? As there may be a duty reclaim or reduction opportunity.

What delivery date is required to ensure we get the service & price right.

Do you require marine insurance? As the standard insurance might not cover the cost of the shipment.

Getting this right sets you up to provide good service. Get this first part wrong and you are always going to be fighting an uphill battle. This does not only apply in our industry and I had first hand experience during two recent business lunches this week. The first one was perfect, polite contact, explained the specials and choices, REPEATED back what we had ordered and provided some additional information which actually lead to me changing my mind, then good service and finally a desire at the end to make sure the whole experience was positive. I will definitely go back. The second one was very similar but the waiter did not repeat back the order and a side dish was incorrect. Now I am not 100% sure if it was me or him but the end result I got something I didn't really want.

It was not that big a deal but if we ship £100,000.00 stock item that is exported to be processed and returned and we do not get the customs procedures right both sides then it is much worse that getting saute potatoes instead of boiled new potatoes.

What I am waffling on about is no matter what industry and what method is used, anyone who is in the service industry should know what their client wants and by repeating back or confirming the order in writing is a simple way to do this.

Labels: Core Values, Minimum Service Standard, Service