Last month I shared some thoughts about “What Makes a Good Parcel Courier Service”. In Part 1 I covered The Basics, Customer Service, Transparent Pricing, Honesty and Proof.
Just as a reminder, this came about because I was searching for websites where we could list TMC Transportation – and in so doing came across so many terrible reviews of the less scrupulous transport providers, that I felt compelled to draw some lines in the sand!
This month I’m continuing the theme with Part 2 of “What Makes a Good Parcel Courier Service”.
Eddie Stobart decided that in contrast to many of his competitors, his drivers should be smartly dressed. He felt that ‘transportation’ didn’t have to mean ‘scruffy’.
It may not be top of your requirements list when you’re looking for an overnight parcel carrier, but the Stobart experience tells us that presentation matters.
The vehicles your courier company uses can tell you a lot about the quality of service. Are they clean and new? Or are they old, battered and dirty?
Like the attire of the driver, the state of the vehicle is a matter of presentation – and can reveal much about a courier company’s attention to detail and – therefore – quality of service.
A fundamental aspect of a good parcel courier service is timing – most critically, the time of pick up and time delivery. If they keep you waiting (without a good reason) there’s something wrong.
If your parcel courier says they’ll pick your package up within the hour, then it should be in something less than 60 minutes from that statement.
A good courier company should be able to offer you service level guarantees or promises that give you a degree of confidence that they will do what they say they will do.
Of course, the UK’s road network is renowned for its traffic jams and hold ups, so nobody expects unrealistic or outrageous promises. But simple expectation management is always a good thing.
10. The Extra Mile
In our business going the extra mile takes on a literal meaning more often than in other industries. So it makes you realise that ‘going the extra mile’ really involves.
You may only find out if your courier service has gone to great lengths to deliver your parcel for you if they tell you about it. More often than not you’ll learn the hard way that they won’t do so.
Perhaps the lesson is this: you may not find many courier services out there that can score 10 out of 10 on these points. But a score of 7, 8 or 9 might be pretty good.