Thursday, 18 June 2009
Customer First Policy = Immediate Answer To Customer Requests
Over the last couple of weeks we have seen shipments increase from some of our key clients, this is a promising sign and I hope that it continues. I believe a logistics company with its core service offering of freight forwarding needs to differentiate itself and at YRC Logistics we believe that the "YRCL Way" and our customer first policy helps us to achieve this. Over the last 6 months we have ran fairly lean so it is with mixed feelings when I see staff concerned because they have not been able to answer every single request immediately. But what I do know is that having an almost 'frenzied' approach from our staff is the right standard to set.
If an answer is not immediate but it is achieved as near to immediate a possible (plus a few minutes), then we continue to be true to our DNA which makes us duty bound to serve our clients better than anyone else would do.
The YRCL internal minimum service standard (MSS), highlights this as a formalised customer service process which I do not believe is common to our industry or competition. This culture has been nurtured and evolved over 15 years through many long days and nights and with many 10 year plus veterans treating every call as though it was their own business. The satisfying aspect for me is to see our teams pull together, help each other out and end their day with a sense of real achievement, even if that is late into the night. Nothing is more important than us serving our clients better than anyone else would do.
If an answer is not immediate but it is achieved as near to immediate a possible (plus a few minutes), then we continue to be true to our DNA which makes us duty bound to serve our clients better than anyone else would do.
The YRCL internal minimum service standard (MSS), highlights this as a formalised customer service process which I do not believe is common to our industry or competition. This culture has been nurtured and evolved over 15 years through many long days and nights and with many 10 year plus veterans treating every call as though it was their own business. The satisfying aspect for me is to see our teams pull together, help each other out and end their day with a sense of real achievement, even if that is late into the night. Nothing is more important than us serving our clients better than anyone else would do.
Labels: Communication, Customer Requests, Minimum Service Standard, Staff
Friday, 22 May 2009
Making A Postive Difference For Our Clients
To round off the week I received a fantastic telephone call updating me on a business review with a new export client that produces staging equipment.
The client moved straight into our top 50 in April and during the review their senior management team advised us that we had made such a positive difference to their business compared to their previous forwarder, the main reasons for the increase in service is due to the information they receive about their shipments, YRC staff enthusiasm and competitive solutions as key reasons why they are so pleased to have made the change.
The client moved straight into our top 50 in April and during the review their senior management team advised us that we had made such a positive difference to their business compared to their previous forwarder, the main reasons for the increase in service is due to the information they receive about their shipments, YRC staff enthusiasm and competitive solutions as key reasons why they are so pleased to have made the change.
Labels: Communication, Minimum Service Standard, New business
Thursday, 23 April 2009
Good Manners Secures New Client
The below is an interesting example about how a prospect client did not receive basic customer service combined with industry knowledge and achieved a powerful result, but not what the client was expecting!
Last week our prospect client booked a road freight shipment to Austria with their present freight forwarder (who we shall call Mr Forwarder).
The shipment was collected via truck and was to be transshipped. Unfortunately the consignment missed its connection. The client's Austrian customer informed them that consignment did not arrive. Unfortunately Mr Forwarder did not advise the client about the missed connection or the late delivery. to add insult to injury Mr Forwarder advised the client that the final delivery could not be made for another 4 days.
Unfortunately the consignment was needed urgently by the clients customer so they requested to Mr Forwarder that another shipment was booked via airfreight to Austria. when the shipment was delivered out of 5 pieces only 4 were delivered to the end customer and to this day it is still missing in transit and the client has not been offered any form of compensation or even an apology.
Unfortunately for Mr Forwarder YRC Logistics has been visiting this client and had verbally agreed to trial in the near future, during a meeting with the client yesterday we were asked to quote on a DDU Air Freight to California. The GDM called the local Manchester office during the meeting and secured a price immediately in line with the Quote to Win Process.
The client also emailed Mr Forwarder for an ‘Urgent Price’ for the same job and received no response back. After half an hour the client called Mr Forwarder and said that the price was urgent and could they please get back to her as soon as possible as it was for a collection the following day.
My summary would be: -
Labels: Communication, Minimum Service Standard, Quote to Win, Service
Tuesday, 3 March 2009
It is still about Communication & Service!
I enjoyed joining a sales call this week with one of our Global Development Managers. The first meeting had identified our purchase order management system, PowerView PO, plus our capabilities in China as areas that could provide cost savings both direct and indirect.
The demonstration of PowerView PO was well received but during our conversation a real frustration this company had was due to the incumbent not having an escalation process that would deal with problems or delays. I probably bored them by sharing my favourite story of 28 years ago when I reported a delayed shipment to my manager who dismissed it by saying 'you can sort it out'. 2 weeks later a similar situation with the same client occurred and I thought I should follow the previous instructions and resolve it myself. A couple of days later I was called into the MD's office to be asked 'why did not you tell your manager about this delay'.
As I moved into senior management I vowed to ensure systems were in place so staff were/are trained in the key danger areas, that they have a clear escalation process and that as a company we have proactive corrective & preventative action system that work. I would be interested to share and hear ideas on this important area.
Labels: Communication, Minimum Service Standard, Reporting Structures, Service
Thursday, 2 October 2008
YRC Logistics Southampton
I have a day booked at our Southampton facility on Friday 3rd Oct, as we are conducting some internal and client training on our PowerView PO System.
It is good timing as I have just seen a 30 day review on a section of new business they handled for a massive global company.
By offering daily air uplift the client has seen an immediate benefit in terms of their turnaround by 1.5% which has significant cash advantages as well as improve client satisfaction.
That seems for a good reason for an evening at Southampton Marina to celebrate.
It is good timing as I have just seen a 30 day review on a section of new business they handled for a massive global company.
By offering daily air uplift the client has seen an immediate benefit in terms of their turnaround by 1.5% which has significant cash advantages as well as improve client satisfaction.
That seems for a good reason for an evening at Southampton Marina to celebrate.
Labels: Air Freight, Communication, Consultancy, Freight, Service, Staff
Thursday, 25 September 2008
China Business Development Team
After a recent trip to our offices in China, Linda Yang and I are busy on our China Business Development plans. On that point, we are pleased to welcome Ellen Li to our team.
The basic objective for our China Business Development Team is to link our large organisation in Hong Kong and China with our European capabilities through a group of experts capable of understanding every specific need in this market.
More will follow on this as it develops.
The basic objective for our China Business Development Team is to link our large organisation in Hong Kong and China with our European capabilities through a group of experts capable of understanding every specific need in this market.
More will follow on this as it develops.
Labels: China, Communication, Freight, Global Development Managers, Logistics, Staff
Tuesday, 16 September 2008
What makes me proud to be Managing Director of YRC Logistics?
Dean Townsend, one of the brightest talents at YRC Logistics is a guy that started working with me 13 years ago when we were an independent UK freight forwarder.
He has worked in a number of departments and management roles before moving becoming a senior business development Manager. When Dean secures a client he always follows the standard implementation process, but he also always takes extra care to make sure the client is more than satisfied. Recently he secured a forwarding and distribution client, which we are very excited about developing more with. There have been some challenges, especially in the warehouse and distribution side. Dean has rolled his sleeves up and worked night and day on the floor to help through some initial dangerous situations. I am so proud that we have guys like Dean who really do care about their clients; it is not just a job to them.
Below is a section of the thank you letter received from the client to Dean
Cool thanks Dean
Dave will let you know when to dispatch Czech, Italy, Sweden and Denmark which should be early next week. And I will arrange for Dubai and Russia to be collect early next week also
Despite the few hiccups (mostly our suppliers fault), i think you handled the whole thing really well, and we really appreciate the work you've put in.
Let make the review meeting down the Pub, because i owe you a beer
Cheers
He has worked in a number of departments and management roles before moving becoming a senior business development Manager. When Dean secures a client he always follows the standard implementation process, but he also always takes extra care to make sure the client is more than satisfied. Recently he secured a forwarding and distribution client, which we are very excited about developing more with. There have been some challenges, especially in the warehouse and distribution side. Dean has rolled his sleeves up and worked night and day on the floor to help through some initial dangerous situations. I am so proud that we have guys like Dean who really do care about their clients; it is not just a job to them.
Below is a section of the thank you letter received from the client to Dean
Cool thanks Dean
Dave will let you know when to dispatch Czech, Italy, Sweden and Denmark which should be early next week. And I will arrange for Dubai and Russia to be collect early next week also
Despite the few hiccups (mostly our suppliers fault), i think you handled the whole thing really well, and we really appreciate the work you've put in.
Let make the review meeting down the Pub, because i owe you a beer
Cheers
Labels: Communication, Core Values, Service, warehouse
Wednesday, 3 September 2008
Corrective Action
I believe the measure of a good logistics company is how you react when disaster hits. Recently I had reported to me via our management structures, an issue with a delayed groupage seafreight consignment.
Once the delay was identified our local manager sourced an alternative mode of transport. He then hand delivered the shipment to our client earlier today with a personal apology. The goods were delivered in good time when it had previously appeared it would be likely to miss a critical deadline. The client has been kind enough to acknowledge that this was a good job and emailed a thank you message which was great to receive.
Once the delay was identified our local manager sourced an alternative mode of transport. He then hand delivered the shipment to our client earlier today with a personal apology. The goods were delivered in good time when it had previously appeared it would be likely to miss a critical deadline. The client has been kind enough to acknowledge that this was a good job and emailed a thank you message which was great to receive.
Labels: Communication, Core Values, Minimum Service Standard, Reporting Structures
Friday, 1 August 2008
Customer Service - How not to do it!
Before I went on Holiday, I ordered 2 new tyres for my car and arrived at 0820, 10 minutes before opening, to try and beat the queue at a well known tyre specialist. lets call them Fit Fast.
A middle age guy came in to the Fit Fast after me explaining he had some work completed yesterday, which took hours, and had order another tyre to be fitted today. He advised to Fit Fast he was told to arrive at 0830 and he would be given immediate service. Guess what? There were already 10 people in front of him. In an open reception he blew a gasket (excuse the pun) and after much shouting asked for his money back on the tyre he had ordered and duly drove away, presumably with his bald tyre.
I could understand his anger but actually felt very sorry for the receptionist. They obviously were not trained in how to deal with this guy, there was no private area to discuss the issue so it was very public, very embarrassing and the receptionist obviously did not have the power to change anything. To me, as I am sure to everyone in a service industry, it is very simple - communication.
From a customer point of view a timed booking system would be ideal but I can understand in this environment why that may not viable. How about clear information on how the walk in system works, some visuals to show the peaks each week/month so customers can make informed decisions on the best time to avoid large queue (this would actually help with Fit Fast's own time management), a private room to escort clients in case there is a problem, training and empowerment to staff to solve these type of simple problems. Like I said as well as feeling sorry for the angry customer I did really feel sorry for the staff member as he obviously had no chance of solving this and I am sure the same could happen tomorrow. How long is he going to stay at that job?
A middle age guy came in to the Fit Fast after me explaining he had some work completed yesterday, which took hours, and had order another tyre to be fitted today. He advised to Fit Fast he was told to arrive at 0830 and he would be given immediate service. Guess what? There were already 10 people in front of him. In an open reception he blew a gasket (excuse the pun) and after much shouting asked for his money back on the tyre he had ordered and duly drove away, presumably with his bald tyre.
I could understand his anger but actually felt very sorry for the receptionist. They obviously were not trained in how to deal with this guy, there was no private area to discuss the issue so it was very public, very embarrassing and the receptionist obviously did not have the power to change anything. To me, as I am sure to everyone in a service industry, it is very simple - communication.
From a customer point of view a timed booking system would be ideal but I can understand in this environment why that may not viable. How about clear information on how the walk in system works, some visuals to show the peaks each week/month so customers can make informed decisions on the best time to avoid large queue (this would actually help with Fit Fast's own time management), a private room to escort clients in case there is a problem, training and empowerment to staff to solve these type of simple problems. Like I said as well as feeling sorry for the angry customer I did really feel sorry for the staff member as he obviously had no chance of solving this and I am sure the same could happen tomorrow. How long is he going to stay at that job?
Labels: Communication, Service, Staff
Monday, 30 June 2008
Mid year reviews
Many of you will be involved in some type of mid year review, which I am sure will focus on short and longer term developments. For YRCL EU our focal point will be on what is the next stage for YRCL EU, which we hope in the future will involve areas such as supply chain analyses & transportation management using i2 technology for mainland Europe, as well as concentrating on organic growth and strategic acquisitions.
We also are concentrating on exciting technology upgrades to our internet based PO management system (PowerView) which will soon to be known as WorldView as it allows full SKU visibility, SKU control and includes vendor interface. On that note, we have just completed training in Asia for over 80 vendors for a client and we are confident that WorldView will add great value to many of our clients. All great and exciting stuff!
YRCL EU shorter developments are focus on the remainder of 2008 and analysing what has worked well and what needs improving or changing. We all know about the present economic gloom, but this is a time when we can add even greater value to our clients. To deliver our 2008 goals we only need to look into our core competencies which are forwarding, brokerage and customer service and this alone will ensure we add the value to our clients that they need.
I always get personally motivated when I talk to the staff who actually make the difference to our clients. At our EU HQ they have weekly 'all staff invited' meetings which focus on our plans for 2008; I never fail to be amazed at the passion and ideas that are generated in these discussions. As leaders we should never be afraid to be open with our employees, they are resilient and they are the people that will make the difference.
We also are concentrating on exciting technology upgrades to our internet based PO management system (PowerView) which will soon to be known as WorldView as it allows full SKU visibility, SKU control and includes vendor interface. On that note, we have just completed training in Asia for over 80 vendors for a client and we are confident that WorldView will add great value to many of our clients. All great and exciting stuff!
YRCL EU shorter developments are focus on the remainder of 2008 and analysing what has worked well and what needs improving or changing. We all know about the present economic gloom, but this is a time when we can add even greater value to our clients. To deliver our 2008 goals we only need to look into our core competencies which are forwarding, brokerage and customer service and this alone will ensure we add the value to our clients that they need.
I always get personally motivated when I talk to the staff who actually make the difference to our clients. At our EU HQ they have weekly 'all staff invited' meetings which focus on our plans for 2008; I never fail to be amazed at the passion and ideas that are generated in these discussions. As leaders we should never be afraid to be open with our employees, they are resilient and they are the people that will make the difference.
Labels: Communication, Core Values
Monday, 23 June 2008
Overseas Visit
We had hectic week with our President and CEO, Jim Ritchie in town. As well as the normal type of agenda with review and strategy meetings, we had a late night at the IFW awards where we were finalists in People Development and Business Improvement categories.
Jim always takes time to speak too as many staff as he can and uses group meetings to share general information about the company plus encourages open questions. I am sure some companies may be reluctant to do this, but I have seen these meetings many times opening important areas of debate. As leaders this may sometimes be uncomfortable but listening to our staff is always very beneficial and it personally gives me a boost of energy.
Jim always takes time to speak too as many staff as he can and uses group meetings to share general information about the company plus encourages open questions. I am sure some companies may be reluctant to do this, but I have seen these meetings many times opening important areas of debate. As leaders this may sometimes be uncomfortable but listening to our staff is always very beneficial and it personally gives me a boost of energy.
Labels: Communication, Feedback, Staff
Monday, 16 June 2008
Technology, Does It Do What It Says On The Tin?
I firmly believe that technology is critical to assisting our clients, but more importantly I feel it is that staff must make sure that there is a need for technology and if there is, that the fit is acceptable.
After analysing the internal procedures for a prospect client, a solution was suggested to utilise our internal web based purchase order management system called PowerView, the system requires almost zero training and provides full supplier disciplines and controls as well as excellent management reporting. PowerView would be very low cost, quick to implement with minimal disruption to the clients business and would enable internal resources to be reallocated.
Unfortunately the prospect decided to select a company offering a more complicated solution which included vendor interface, optimisation as well as additional benefits similar to PowerView. 18 months later we have re visited this prospective client to be advised the system was never implemented as it was too expensive, would impact their business and was too complicated.
We are now discussing again how to transition their business to PowerView as stage one so that they can receive the benefits of using a PO Management tool and then plan towards implementing them to our newly developed system “WorldView” which will enable full vendor interface, optimisation in addition to the benefits currently provided by PowerView.
We need to ensure that we implement any recommendations to our clients in a considered way to work positively and creatively with the business model and in this example if that means that the client should use a system that does not achieve all their goals to begin with, then we should be bold enough to make this recommendation, because as happened to the current incumbent, the solution will only be a false promise and ultimately a client lost.
P.S. Have you looked at our news feed lately? it has up to date information about Seafreight Surcharges, Strikes in S. Korea as well as details onthe cheapest fuel in the areas surrounding our offices. www.yrclogistics-rss.info
After analysing the internal procedures for a prospect client, a solution was suggested to utilise our internal web based purchase order management system called PowerView, the system requires almost zero training and provides full supplier disciplines and controls as well as excellent management reporting. PowerView would be very low cost, quick to implement with minimal disruption to the clients business and would enable internal resources to be reallocated.
Unfortunately the prospect decided to select a company offering a more complicated solution which included vendor interface, optimisation as well as additional benefits similar to PowerView. 18 months later we have re visited this prospective client to be advised the system was never implemented as it was too expensive, would impact their business and was too complicated.
We are now discussing again how to transition their business to PowerView as stage one so that they can receive the benefits of using a PO Management tool and then plan towards implementing them to our newly developed system “WorldView” which will enable full vendor interface, optimisation in addition to the benefits currently provided by PowerView.
We need to ensure that we implement any recommendations to our clients in a considered way to work positively and creatively with the business model and in this example if that means that the client should use a system that does not achieve all their goals to begin with, then we should be bold enough to make this recommendation, because as happened to the current incumbent, the solution will only be a false promise and ultimately a client lost.
P.S. Have you looked at our news feed lately? it has up to date information about Seafreight Surcharges, Strikes in S. Korea as well as details onthe cheapest fuel in the areas surrounding our offices. www.yrclogistics-rss.info
Labels: Communication, Service, Technology
Monday, 9 June 2008
Email Communication
Do you get frustrated when receiving internal email asking you for a solution or opinion for the 'below' and then spend hours trying to understand a string of email communication?
I have found asking the sender to provide a summary of the 'below' with exactly what is required, saves time and ensures the request is fully understood. Especially important when communication is from overseas offices.
Although I have found this is not just an internal issue, we are still encouraging our staff to ensure the email summary is a working practice, so we can answer our clients faster and accurately, which is of course all important.
Lastly, we had our national sales meeting Thursday 5th and was very impressed by the presentations and I intend to set some time aside this week so that I can share some of the good story's and ideas that came out of the day.
I have found asking the sender to provide a summary of the 'below' with exactly what is required, saves time and ensures the request is fully understood. Especially important when communication is from overseas offices.
Although I have found this is not just an internal issue, we are still encouraging our staff to ensure the email summary is a working practice, so we can answer our clients faster and accurately, which is of course all important.
Lastly, we had our national sales meeting Thursday 5th and was very impressed by the presentations and I intend to set some time aside this week so that I can share some of the good story's and ideas that came out of the day.
Labels: Communication, Email, Sales
Monday, 2 June 2008
Industry News
In researching the best way of sharing key industry information without becoming a junk email contributor we have found that our rss newsfeed has become a valuable tool.
I had a great story shared by one of our sales professionals in that a prospect client was having difficulty obtaining information from their supplier on why their shipment from Asia was delayed. By coincidence the prospect was reading a YRCL newsfeed which explained the reasons for the backlogs but importantly advised what YRCL contingency plans are, they have since managed to move their freight out of Asia after using the knowledge they learnt from the News Feed.
For up to date industry news please visit http://www.yrclogistics-rss.info/
I had a great story shared by one of our sales professionals in that a prospect client was having difficulty obtaining information from their supplier on why their shipment from Asia was delayed. By coincidence the prospect was reading a YRCL newsfeed which explained the reasons for the backlogs but importantly advised what YRCL contingency plans are, they have since managed to move their freight out of Asia after using the knowledge they learnt from the News Feed.
For up to date industry news please visit http://www.yrclogistics-rss.info/
Labels: Communication, Freight, Service
Tuesday, 27 May 2008
Communication
One of the really interesting factors working in our industry is how we interact and communicate with our own staff around the world. Each country, even regions within countries have different cultures and we all know how email can be received in a very different way to how it was sent. It is impossible not to have internal communication challenges but how these are managed has a massive influence on the service we give our clients.
The simple YRCL rule is if an issue is not resolved on the first email pick the phone up no matter what the local time is and TALK. I read a great example today where there was a challenge between our UK and China offices around bill of lading. The call resulted in a highlighted need to meet the factory. Even with the extensive YRCL Chinese network this was a 7 hour drive. The drive was well worth it as not only did this solve the issues but thank you messages were received from the factory and the UK importer. Also importantly our offices felt good about solving the issue together. I would love to hear how other companies handle this type of situation.
The simple YRCL rule is if an issue is not resolved on the first email pick the phone up no matter what the local time is and TALK. I read a great example today where there was a challenge between our UK and China offices around bill of lading. The call resulted in a highlighted need to meet the factory. Even with the extensive YRCL Chinese network this was a 7 hour drive. The drive was well worth it as not only did this solve the issues but thank you messages were received from the factory and the UK importer. Also importantly our offices felt good about solving the issue together. I would love to hear how other companies handle this type of situation.
Labels: Communication
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