Monday, 28 July 2008
Peak Season
Talking to our clients and staff it seems that 2008 peak season might indeed be very flat. While we have to ensure we protect the space required by our clients this may provide an opportunity to reduce costs by consolidation of shipments. Peak season planning is a subject YRCL staff will have high on the agenda during review meetings and I would be very interested in any ideas that could help our clients further.
Labels: Air Freight, Freight, Peak Season, Sea Freight, Surcharges
Family Time
I am looking forward to a family holiday in Alcudia, Spain that starts on 26th for 2 weeks. It has a special meaning as our first holiday abroad was to the same location. My 2 boys were 3 and 5 and I remember the second night was hit with football fever as we were playing Argentina in the World Cup. It was the fateful night for Beckham that saw him sent off and in a bizzare way was a catalyst for an amazing career. Anyway there will be less blogs whilst I am away (if any) as I owe my wife and kids as much of my time as possible while we are away.
Thursday, 24 July 2008
Have you read our News Feed? Petrol from 111.9 pence
We like to find extra ways to add value for our clients, we recently found a great website called www.petrolprices.com that shows the cheapest fuel prices in the area of your choice. We hope that by showing the cheapest fuel within 10 miles of our offices in the UK you will also be able to benefit from cheaper fuel. to find ut the prices within 10 miles of our offices go to www.yrclogistics-rss.info/
Customer Service!
My customer service 'beef' today is one that happens all the time to me. I had an early flight from Heathrow Airport and as always for me after check in and security, time is short. I have no issue with security as there is nothing more important than getting it right in this area. Once through I wanted to grab a couple of newspapers, quickly and while speeding to my flight. As usual, no matter what time I fly at, the queue to buy a newspaper was miles long as it is mixed with buying other items. I didn't bother. The lost sales would be about GBP 2.50. I am sure millions are lost due to this. In the USA they have vending machines, if they had the same in Heathrow even if they had a surcharge added, they would have gained my custom.
Labels: Service
Tuesday, 22 July 2008
Global Trade Management
YRCL EU designed a Global Trade Management (GTM) concept in 2006 with the aim to help clients improve their fiscal and physical supply chain. The idea was great as it talked about reaching all levels of clients not just the largest who can invest in expensive systems or resources to help with change. Unfortunately the delivery did not match the theory. Shame on us but it is better to realise this and correct than continue on the same path.
At the same time GTM was launched in the USA by Mr Paul Fitzpatrick. Paul has forgotten more about logistics, or you want to call it, than I will ever know (if you read this Paul I mean no reference to age I promise) and with his team he has found many areas to increase clients profits. Some of it by looking around corners to pre-empt new quota restrictions or duty rates being planned for 3 months time. Some of it by moving a process to origin to reduce expensive destination warehousing. Clients who have entered into a partnership plan with the GTM process have greatly benefited and I want to make sure we provide this in Europe. Getting the right staff to lead this will be key and I believe we now have those staff positioned. More information will be shared through publications and our sales teams in the near future.
At the same time GTM was launched in the USA by Mr Paul Fitzpatrick. Paul has forgotten more about logistics, or you want to call it, than I will ever know (if you read this Paul I mean no reference to age I promise) and with his team he has found many areas to increase clients profits. Some of it by looking around corners to pre-empt new quota restrictions or duty rates being planned for 3 months time. Some of it by moving a process to origin to reduce expensive destination warehousing. Clients who have entered into a partnership plan with the GTM process have greatly benefited and I want to make sure we provide this in Europe. Getting the right staff to lead this will be key and I believe we now have those staff positioned. More information will be shared through publications and our sales teams in the near future.
Labels: Consultancy, Global Trade Management, Logistics
Wednesday, 16 July 2008
Nice end to the day
I have just received a copy of an email from one of our sales managers directed to London Operational staff.
I'll just quote his message, thank our staff and go home happy.
" I just had a conversation with new client of YRCL. The client started trading unexpectedly 3 days before my 2 week holiday, which was not ideal preparation.
The SOP was still not fully completed and as with any new client there is sometimes limited knowledge of all the minor requirements. The client was blown away with the service levels received from both London and Amsterdam.
They acknowledged the somewhat limited knowledge of all their needs as the start was earlier than expected, but I am pleased to say they were blown away by the attention and service received.
Thank you to everyone involved , you are the best. Working in sales can be lonely sometimes but it is times like this make me very proud to work for YRCL."
I'll just quote his message, thank our staff and go home happy.
" I just had a conversation with new client of YRCL. The client started trading unexpectedly 3 days before my 2 week holiday, which was not ideal preparation.
The SOP was still not fully completed and as with any new client there is sometimes limited knowledge of all the minor requirements. The client was blown away with the service levels received from both London and Amsterdam.
They acknowledged the somewhat limited knowledge of all their needs as the start was earlier than expected, but I am pleased to say they were blown away by the attention and service received.
Thank you to everyone involved , you are the best. Working in sales can be lonely sometimes but it is times like this make me very proud to work for YRCL."
Labels: Amsterdam, Freight, Service
Tuesday, 15 July 2008
Understanding what our client really wants?
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.
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
Thursday, 10 July 2008
Have you read the latest headline in our news feed?
China Scrambles on Construction and Pollution to Meet Olympic Deadlines
Just one month before the Aug. 8 opening ceremony of the Beijing Olympics at the citys new National Stadium, numerous hurdles remain for organizers. Among the biggest: Worries about persistent pollution cloud the horizon, prompting the closing of scores of factories. www.yrclogistics-rss.info
Just one month before the Aug. 8 opening ceremony of the Beijing Olympics at the citys new National Stadium, numerous hurdles remain for organizers. Among the biggest: Worries about persistent pollution cloud the horizon, prompting the closing of scores of factories. www.yrclogistics-rss.info
Moving Freight Around The World - It is Easy?
I needed to get directly involved in some important freight movements this week. It served as a great reminder to me how important people are. Some of the challenges I faced included amending air waybill destinations, terminating a through air waybill at the transit point, express freight and call China export shed at 4am to make sure a shipment had been loaded.
All areas that are bread and butter to move a shipment around the world especially when the reasons for airfreight are just in time because of a factory break down or similar emergency. I probably irritated some of our UK and global team with constant questions, but I saw again that our industry is a people industry. People in London talking to people in China to make the difficult happen. Even my 13 year old son, who thinks everything I do is boring, said "It was cool that I was talking to people around the world". When our best asset is our people, we must work hard to make sure that we look after it.
All areas that are bread and butter to move a shipment around the world especially when the reasons for airfreight are just in time because of a factory break down or similar emergency. I probably irritated some of our UK and global team with constant questions, but I saw again that our industry is a people industry. People in London talking to people in China to make the difficult happen. Even my 13 year old son, who thinks everything I do is boring, said "It was cool that I was talking to people around the world". When our best asset is our people, we must work hard to make sure that we look after it.
Tuesday, 8 July 2008
Obsession with cost ignores our quality
In line with a recent blog of mine 'moving freight around the world - it is easy?' I read with great interest a recent IFW article by BIFA's director general, Peter Quantrill headed 'Obsession with cost ignores our quality'. I hope none of us take our clients for granted in terms of delivering value for service, not matter what the industry but I do sense the complexities of transporting freight is not always fully appreciated.
I am sure that everyone in the forwarding and logistics industry has at some time met with a client and explained why a shipment was late or damaged. For example most international shipments are covered by milestones that sound simple, origin booking, carrier selection, collection, origin customs clearance, delivery to carrier, loading, carrier transportation, arrival, unloading, customs clearance and delivery.
The reality is there is great danger behind all of these and proactive management with contingency planning is of course very important. My personal opinion is that many times a problem in the freight movement can be attributed the the beginning and not reading between the lines on what the client required in terms of speed and costs plus any value added areas like pick and pack. I find this subject fascinating and it would be great to get some thoughts or feedback.
I am sure that everyone in the forwarding and logistics industry has at some time met with a client and explained why a shipment was late or damaged. For example most international shipments are covered by milestones that sound simple, origin booking, carrier selection, collection, origin customs clearance, delivery to carrier, loading, carrier transportation, arrival, unloading, customs clearance and delivery.
The reality is there is great danger behind all of these and proactive management with contingency planning is of course very important. My personal opinion is that many times a problem in the freight movement can be attributed the the beginning and not reading between the lines on what the client required in terms of speed and costs plus any value added areas like pick and pack. I find this subject fascinating and it would be great to get some thoughts or feedback.
Monday, 7 July 2008
Naughty table
Because I enjoy living dangerously, I thought it would be amusing to share a story in regard to Cove U16 a football team that I manage. The side play in Surrey Youth Premier and during the closed season there is a series of signing on days where you have to present your squad with photographs and ID plus some other information for the following season. I had another commitment and asked my wife, Tracie, to represent me. I told her it would be 5 mins in and out.
When she arrived it was a male dominated room of about 60 people and she was asked questions about what division are your side in, how are you looking for next season, do you agree with the new rules etc. That was bad enough, but then when she presented the photographs they were not cut to the right size and she was put on a 'naughty table' with scissors, glue and a load of other men. She was there for an hour. Good that after 21 years of marriage we still have give and take and I definitely took some text and verbal abuse later that evening!
When she arrived it was a male dominated room of about 60 people and she was asked questions about what division are your side in, how are you looking for next season, do you agree with the new rules etc. That was bad enough, but then when she presented the photographs they were not cut to the right size and she was put on a 'naughty table' with scissors, glue and a load of other men. She was there for an hour. Good that after 21 years of marriage we still have give and take and I definitely took some text and verbal abuse later that evening!
Labels: Football
Sunday, 6 July 2008
Do you have the X factor?
We have aggressive expansion plans across the UK and are looking for talent. So move over Simon Cowell and friends, there is a brand new team of talent spotters in town and they are looking for you if you have the X factor.
We are looking for the best sales and operational people in the industry to come and share in our vision. Due to our continued success and ambitious plans for explosive growth we are holding a series of ‘talent’ road shows around the country. We would like to hear from the best people in the industry or those who can aspire to that title. We demand the exceptionally high standards that you would expect from a service focused company and offer first class rewards for those who can demonstrate their ability to deliver. If you can demonstrate that you have the talent and are interested in meeting with YRC Logistics then please contact me directly or email james.clark@yrclogistics.com
We are looking for the best sales and operational people in the industry to come and share in our vision. Due to our continued success and ambitious plans for explosive growth we are holding a series of ‘talent’ road shows around the country. We would like to hear from the best people in the industry or those who can aspire to that title. We demand the exceptionally high standards that you would expect from a service focused company and offer first class rewards for those who can demonstrate their ability to deliver. If you can demonstrate that you have the talent and are interested in meeting with YRC Logistics then please contact me directly or email james.clark@yrclogistics.com
Labels: Recruitment, Sales, Staff
Thursday, 3 July 2008
Know client's expectations and empower employees to make a difference
I am part of a global drive focusing on adding value to our clients. The project that I am involved with is empowering employees. These initiatives are being driven by our President and CEO, Jim Ritchie and to ensure that they stay on track, once a month Jim and other senior executives meet to review the various projects.
My (the EU team's) project has four objectives as below and we are discussing how to formulise and implement these globally. In reality much of these are in place and part of our every day, but not part of a formal process and therefore perhaps not so robust as we grow. Of course it is of massive importance for our clients that our staff are motivated and I would love to have hear what others think on this subject.
Ownership & Autonomy
Staff to receive monthly reports on the clients they handle with number of shipments and revenue. A matrix designed to ensure staff work with management on formal business reviews, positive or negative trends plus make sure a once per month courtesy call is made. IE Mr Client is it possible I could take a few minutes to discuss our service to you, is there anything not meeting your expectations etc. Each staff member to make 1 x courtesy call per day.
Access to Information / Learning Tools
Ensure there is on the desk training by using clear reporting structures to identify danger areas and coach for world class results and provide on line access to case studies and training courses.
Escalation Channels; Openness; Impunity
A clear guide to staff from management as to what situations must be reported up. No blame culture just a 'solve together and improve' mindset.
Measurement, Reward, & Recognition
A system to encourage clients to send thank you messages and ensure that they are shared internally, recognised and appropriately rewarded.
My (the EU team's) project has four objectives as below and we are discussing how to formulise and implement these globally. In reality much of these are in place and part of our every day, but not part of a formal process and therefore perhaps not so robust as we grow. Of course it is of massive importance for our clients that our staff are motivated and I would love to have hear what others think on this subject.
Ownership & Autonomy
Staff to receive monthly reports on the clients they handle with number of shipments and revenue. A matrix designed to ensure staff work with management on formal business reviews, positive or negative trends plus make sure a once per month courtesy call is made. IE Mr Client is it possible I could take a few minutes to discuss our service to you, is there anything not meeting your expectations etc. Each staff member to make 1 x courtesy call per day.
Access to Information / Learning Tools
Ensure there is on the desk training by using clear reporting structures to identify danger areas and coach for world class results and provide on line access to case studies and training courses.
Escalation Channels; Openness; Impunity
A clear guide to staff from management as to what situations must be reported up. No blame culture just a 'solve together and improve' mindset.
Measurement, Reward, & Recognition
A system to encourage clients to send thank you messages and ensure that they are shared internally, recognised and appropriately rewarded.
Labels: Core Values, Minimum Service Standard, Service
Wednesday, 2 July 2008
Congratulations
We have a sales professional based in Scotland who is a nightmare to manage. I mean that in a nice way because we try to reduce his workload from time to time when we see him completing so many appointments and meetings we wonder how he can get through the day. Typically through his wife's pregnancy he has just worked harder to make up for time he is off! Anyway, I am pleased to announce the birth of Sam Brian Craghill weighing in at 10 lbs 1. Congratulations to Mr and Mrs Craghill, perhaps more importantly a big thank you to Mrs Craghill for putting up with YRC Logistics.
Labels: Sales
Truckers unite in mass fuel protest www.yrclogistics-rss.info
Have you looked at our News Feed? The latest story may be of interest as it is about the fuel protest in London today.
Truckers unite in mass fuel protest
Hundreds of hauliers will try to put more pressure on MPs over record-high fuel prices on Wednesday when they bring lorries to London in a mass protest.
02 July 2008, 08:35:29 www.yrclogistics-rss.info
Truckers unite in mass fuel protest
Hundreds of hauliers will try to put more pressure on MPs over record-high fuel prices on Wednesday when they bring lorries to London in a mass protest.
02 July 2008, 08:35:29 www.yrclogistics-rss.info
Labels: Economy, Fuel, Hauliers
Keep it simple
Small staff frustrations can result in failing a client. It could be as simple as a staff member needing some guidance to serve their client but not knowing where their supervisor is, which could result in a delay in answering the client or even worse, an incorrect solution being provided.
Not telling your direct reports where you are may seem minor, but I think it is important and I know that I have been guilty of not always telling people where I am in the past, so starting with me, I have promised my direct reports plus other key staff that may need me, that I promise them that if they do not get a message from me to say I am out of the office and where I am, as well as ensuring that if i am not contactable I advise who they should speak to instead, I will make a charity donation. I have asked all my direct reports to join me in this initiative and look forward to seeing the results.
Not telling your direct reports where you are may seem minor, but I think it is important and I know that I have been guilty of not always telling people where I am in the past, so starting with me, I have promised my direct reports plus other key staff that may need me, that I promise them that if they do not get a message from me to say I am out of the office and where I am, as well as ensuring that if i am not contactable I advise who they should speak to instead, I will make a charity donation. I have asked all my direct reports to join me in this initiative and look forward to seeing the results.
Labels: Minimum Service Standard, Service, Staff
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