Tag Archives: couriers and messengers

Trouble shooting parcel couriers

Parcel Couriers can have a terrible reputation and today we find some of it is justified.

For our regular customers we use a third party parcel carrier to deliver the odd parcel that they have. This is a win/win for all of us as we get to look after all the delivery aspects, the customer gets a good price and the parcel carrier still gets the job.

If it goes wrong, the customer let’s us know and we chase the parcel carrier to see what the problem is and resolve it.

The first thing we have to do is find out where the parcel is, easy you may think but the parcel system is not set up to be easy; it’s set up to be fast – see a day in the life of a parcel.

We need to establish where in the “system” the parcel is, on Friday this took us 5 hours and we still didn’t get to find the parcel in question. This morning we did locate the parcel and it is on a van awaiting delivery.

When we asked the parcel delivery company why they didn’t locate the package sooner or deliver it (they sat on it for a week) their response left us speechless.

They said it was undelivered as they didn’t have a driver.

That’s our problem as we thought they were professional. They had lost our business once before and worked hard to get us back, now they have blown it again. Needless to say we are furious, our customer is unhappy but the parcel company is happy. In their small print they have the statistic that 90% of parcels are delivered the next day. They are still getting paid even though their abysmal service has cost everyone else in the chain.

90%? Great! But what happens when your parcel is one of the 10% not delivered?

If our parcel was still in the depot we would send one of our Nottingham based drivers to collect it then complete the delivery. We would make a substantial loss on that package that we could not recover from the customer or the parcel company. It doesn’t sit with our green company culture to do this, but we can honestly say that we did our best.

For your the customer, the one who deals directly with the parcel company life is tougher. It’s you who is losing hours on the phone chasing and tracking your package. It’s your business hours wasted which are billed out at a higher rate than what your package costs to send.

1 x package for national delivery = £12 +VAT

5 x £10 per hour for admin member to chase the problem = £50 + taxes and NI costs

Total = £62 + to send a parcel by a parcel company.

That’s an expensive parcel delivery whichever way you look at it.

For our parcel carrier their slapdash attitude has cost them our few thousand parcels per year, we have sourced a new provider that has a better grasp of customer service and promises 99% of parcels delivered. They cost a bit more than £12 a carton but they will be saving us £62 in wasted time.

Sarah

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Filed under Courier Services

Using a courier that thinks….

Of course everyone thinks, including most same day courier and home delivery drivers. Just as well, because for everyone that uses there brain there must be ten that don’t!

I read and hear stories all the time about how a delivery driver stamped on a package, threw it in the van and it broke and often they leave it in an unsecure place.

I used to belong to a book club who used a certain courier, on one occasion their courier left a package of books outside the door in the rain and the books got soaked. So I had to send them back.

It’s very frustrating when that happens.

Some of the problems can be eliminated when you book your courier. Simply you tell them what the items are to be delivered. Ask them if they have delivered similar before. Ask them if they have insurance and if your item is covered by insurance. Ask them if they have ever had anyone claim through their insurance (if it happens often, do you really want them delivering your goods?)

If you just pick up the phone and ask for a quote, you don’t know what you are getting service or delivery wise.

Sarah

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Filed under Courier World

Had Your Parcel Slung Over a Fence Lately?

I have just been reading this article from the Bournemouth Echo about a delivery driver and his off hand delivery manner. This is a first class example of a delivery gone bad, what’s more its in the local paper for all to see.

A PARCEL marked fragile was shot-putted over a six foot fence by a specialist delivery company, according to the furious man who received it.

Guy Penwarden, 50, of Churchill Road, Parkstone, said he only realised he had a delivery from City Link after going to investigate an mighty crash.

He told the Daily Echo he saw a delivery van heading off down the road, then discovered the battered parcel at the base of the fence.

He said: Despite the fact that all surfaces were marked fragile, it had clearly been shot-putted over the fence, and had smashed on the driveway.

Fortunately the contents were not a priceless gift, but tins of organic dog food for his pet Bruno, which arrived dented.

He said: It is all replaceable, but it makes me wonder how many other parcels are getting destroyed by City Link.

He added: I think it’s disgusting. Had it been a computer or something it would have been ruined.

He also questioned if the delivery driver had looked before dropping the 20lb parcel over the fence into the garden where his dog plays.

Source: Delivery man flung parcel like shot-put From Bournemouth Echo

Some questions remain unanswered – how did the driver obtain a signature for the parcel? How did he ’shot putt’ a huge box? Why leave it in the garden and not leave a collection card? If the customer heard the parcel crash, why didn’t the driver try the doorbell first?

I do wonder if the larger companies actually give their drivers some customer service training and explain just because they may not be in when the delivery takes place, it doesn’t give them the right to be less than professional with a parcel.

What exactly does driver training entail? Do large companies only focus on the driving aspect and not the delivery aspect? Safe and green driving practices are good but if you have to redeliver a damaged parcel then it’s not exactly effective.

Kevin

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Filed under Sameday Courier

The 6 golden rules for obtaining your courier /delivery quote

When you need something couriering or delivered, there are 6 essential pieces of information that you need to supply to get a fast, accurate and trouble free quote…

We need to know what the item is that is being delivered. Is it Fragile? Is it temperature controlled? is it chemical? or is it general freight that has no special requirements?
We need to know the collection Postcode, at least the first four digits
We need to know the delivery Postcode or Zipcode in the instance of European delivery
We need to know the weight of your item, freight or cargo
We need to know the Length, Width and Height (Dimensions) of the combined items if packaged by yourself, or each individual item if packaged by us.
Preferred collection and delivery dates

This is so we can give you a choice of services, as in express / same day courier, parcel delivery or standard courier freight services. This obviously will impact on the prices you are given. The longer the delivery window, the cheaper the delivery generally is. If you require specialist courier and delivery services, we can quote for those too.

All of this information can be given by phone on 0844 884 3331 or emailed to us at info@arrowlighthaulage.co.uk and will allow us to respond swiftly with an accurate quote. If it is urgent and has to be there today, you can always call me on my mobile.

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Filed under Courier Business