Are Your Parcels In Good Hands?

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”.

6. Presentation

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.

7. Vehicles

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.

8. Promptness

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.

9. Promises

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.

Are Your Parcels in Good Hands?

The other day I was looking to get TMC listed in some internet directories under various categories such as “parcel transportation”, “delivery services” and “courier services”.

There are lots of review sites, some of which specialise in the transportation field. Thumbs up for that. Many of these review sites are crammed with comments. Thumbs up again.

Then it quickly dawned on me that virtually every review I came across, on every directory, was a complaint.  Literally thousands of them.  Not about us, you understand.

I thought to myself: “Is it really so hard to get it right?”

So, turning negatives into positives, here’s Part 1 of our definitive list of “What Makes a Good Parcel Courier Service”.

1. Basic ability

Seems simple doesn’t it. A ‘delivery company’ only has to do one thing. Deliver. Yet it sees that some companies have great difficulty getting the basics right.

Fundamental to same day or overnight delivery is, well, just that. Look for a courier company that shows it can get the basics right before you look for the supporting factors.

2. Real customer service

When you call your courier company, do you get to speak to a human? Do you get a reply when you send an email? Do they call back when they say they will or quote your price when they say they will?

Judge how they talk to you on the phone and respond to email enquiries and don’t settle for poor service. Attitude to service tells you a lot about their attitude to getting your parcel there on time.

3. Transparent pricing

Delivery and shipping costs are vitally important to everyone – and clearly have to be controlled.  But bear in mind ‘cheap’ isn’t always ‘best’. Nor is the price you see always the price you pay.

Of course, “cheapest” and “best” are two factors that everyone wants to go hand in hand. So watch out for hidden extras or contract riders that may excuse delivery delays.

4. Honesty

Sometimes, just sometimes, packages don’t arrive at their destination when they’re supposed to. So if things go wrong, your courier company should be able to tell you why.

We all know ‘things happen’. Accidents, bad weather and other factors beyond our control are just a fact of life. But it’s not unreasonable to expect a proper explanation for the delay.

5. Proof

Thinking back to all the terrible reviews of courier and delivery companies I mentioned earlier, it pays to look for positive reviews and testimonials.

They can, of course, be made up. But real testimonials from real companies can be worth all the glossy marketing in the world.

Look out for Part 2 of our guide to What Makes a Good Parcel Courier Service soon!

Local transportation specialist TMC Transportation had to overcome vandalism and the theft of a catalytic converter from one of their vehicles during a delivery of stage props to the Barbican Centre in London earlier this month.

Whilst making a pick up from a client, TMC’s van was parked outside for little more than 15 minutes, during which time thieves broke a window, gained access to the engine compartment and stole the catalytic converter.

It was the second time in 6 months that TMC’s vans have been targeted. However, despite a touch and go journey the delivery was completed on time.

“Catalytic converters are a target for scrap metal thieves because generally they are easy to access and steal and can be quickly sold. This sort of theft is a common problem and it’s not the first time it’s happened to TMC,” said Tom Coates, Managing Director at TMC Transportation.

The theft happened as TMC was making a late afternoon pick up of a consignment of rigging  equipment and stage dressing from PMB Theatre and Exhibitions Services for delivery to the Barbican Centre in London later that night.

It wasn’t until en route that TMC’s driver realised the van had been vandalised and the catalytic converter and exhaust stolen.  But knowing the critical nature of the delivery he pressed on and was able to complete the job.

“This is the second time in 6 months we’ve been targets because of the ease with which an opportunist thief can make a quick buck by stealing a catalytic converter. Unfortunately there isn’t much we can do to prevent it,” continued Coates.

“I’d like to call on motor manufacturers to make it harder for thieves to steal catalytic converters. After all, vehicle security has improved significantly over the years, so why not extend measures to the catalysts? In this instance we were able to carry on and make this delivery despite the theft, but one of these days there will be more serious consequences.”

TMC customer Vanessa Bond said, “I was so impressed that the delivery was made on time. When I learned of the trouble the driver had faced on the journey I was amazed that our equipment was delivered at all that night, let alone on time!”

Audiences at the Barbican were able to enjoy the performance thanks to TMC’s professionalism and dedication – with no hint of the drama surrounding the delivery of the stage equipment!

About TMC Transportation

TMC Transportation is a Hertfordshire-based carrier of parcels for overnight and same day delivery. As well as providing courier services, they specialise in the transportation and handling of delicate and sensitive medical equipment and instrumentation.

They can deliver a small parcel for by express same day or next day delivery, or a surgical microscope requiring careful packing and carriage to a specific medical department.

They are ideally placed in Hertfordshire with connections to the UK’s main transportation infrastructure to satisfy all courier requirements in the UK, Europe and beyond.

The current LEZ was started in 2008 as a way of encouraging diesel goods vehicle owners to take a more responsible approach to vehicle emissions pollution in the London area.

The LEZ covers most of greater London, and vehicles operating within the LEZ boundaries must meet certain standards or face a hefty fine. Significant improvements in air quality have been seen since 2008, but despite these improvements London’s pollution is still a concern.

For this reason, from January 2012 the screw is set to start turning on heavily polluting vehicles. With new, stricter LEZ rules in place more vehicles will be affected.

How does the LEZ operate?

Unlike the congestion charge, the LEZ runs 24 hours a day 365 days a year, and vehicle movement within the area is monitored by cameras that will record vehicle details.

The boundaries of the LEZ are marked on all roads on approach.

From January 3rd 2012, all applicable freight vehicles will need to meet Euro III emission standards, a standard to which any vehicle registered after January 2002 already complies.

Failure to meet the new, stricter LEZ regulations could mean a penalty of £1000.

What this means for TMC clients with deliveries into the LEZ

TMC Transportation is pleased to announce that all its vehicles already comply fully with Euro IV emission standards. This means that the new regulations have no impact on our services or costs for deliveries inside the London LEZ.

In fact, our new vehicle soon to be delivered will be Euro V standard.

TMC Transportation operates a modern fleet of vehicles and is fully compliant with the LEZ rules.

As a result, our clients may rest assured that there are no additional costs, no charges to pass on and no risk of vehicles being impounded with customer goods on board.

These questions are frequently found on websites and brochures from all types of companies. They are the key to the decision about whether or not to work with any supplier.

In most cases, the answers are sadly lacking. ‘We offer great service’ is a common one. Isn’t that a given? Would I work with a company that didn’t provide great service?

The answers should be based on fact. Facts that clearly differentiate the service from competitors, and allow the prospective customer to decide for themselves whether the service is great.

Here are our 5 Key Factors that we believe make a specialist transportation company’s service genuinely special.

1. Delivery to Department

Your specialist transportation provider should take your equipment directly to the exact department where it will be used. You don’t want your expensive and delicate equipment left with a goods inwards department or standing on a loading bay.

Knowing that your surgical microscope will be delivered safe and direct to theatre, or that your ophthalmic instrument will be taken direct to the Eye Outpatients Department is a huge bonus.

2. Unpack and packaging removal

Real transportation specialists will have personnel with the skills and training to carefully pack, unpack and assemble instruments and equipment they are carrying. When delivering to a specialist hospital ward or department, they won’t want to be left with pallets, crates or packing materials to dispose of or store.

All unwanted packaging materials should be cleared away and removed from site, leaving the area clear, tidy and uncluttered.

3. Specially equipped vehicles

Assuming that goods carried by specialist transportation companies are likely to be sensitive or fragile, it’s important that you find a company with properly equipped vehicles. Specialist vehicles should be fully equipped with straps and blankets and ideally gave a tail lift.

For security, vehicles should also be fully alarmed and tracked 24 hours a day. Knowing where drivers are at all times and how fast they are travelling can be a vital element in time-sensitive situations.

4. Track record and experience

Specialist transportation companies will have a track record of working with named clients that manufacture or use the types of delicate instruments that require careful movement.

Look for evidence of testimonials or case studies – or if these aren’t available just types or names of clients that the transport provider has worked for. When it comes to signing on the dotted line, you’ll always be able to check out references.

5. Attention to detail

As the saying goes, the devil can be in the detail, and little tell-tale signs can always ring alarm bells. Listen to the way your phone calls are handled, see how long it takes to get a quote and whether messages are replied to quickly.

How does the website appear? Does it look like your specialist transportation provider really wants to do business with you? If not, best leave well alone.