Would making use of a smaller, more personal transport and logistics company be better for the success and future of your business?
As people, we tend to gravitate towards things that make us feel satisfied or give us a sense of importance or self-worth. The careers we pursue, the homes we live in, the cars we drive, the restaurants we enjoy a meal at, and even the companies we take our cell-phone or internet contracts out with—we tend to go for products or services that make us feel the most satisfied and the least frustrated. Most of the time, at least.
Making the right choices
When it comes to selecting products and services, most people make their choices based on a feeling they get regarding the level of service they expect to receive. These feelings are sometimes indirectly made clear through previous experiences with the same or similar types of companies, or directly through other people’s reviews or comments about a specific product or service provider. Either way, the choices we make have an impact on the quality of our lives and so the pressure’s on to make the right ones.
The choices you make in your personal life can sometimes be compromised based on cost, comfort or convenience because the only person that will be affected, most of the time, is you. However, in your business, you need to ensure that you make the best choices to ensure the success of your business and the people involved. Your choice is not only impacting your life, but on the entity that is your business and all the employees involved. Let’s take a look at two common scenarios when it comes to making a choice regarding your transport and logistics company, and how they could impact on your business:
Choosing the big, reputable brand:
You have decided to make use of a large, well-known transport and logistics company to handle an urgent delivery to one of your newest clients. You want to ensure that this delivery goes smoothly, to make a good impression on the client. Even though this logistics company had some rather disturbing reviews on Hello Peter, you still decided to give them a try. Besides, everyone’s a critic, right?
You get the company’s number online, give them a call, and get transferred through to a national call-centre. After choosing the applicable options to go through to the correct department, you’re informed that you’re number 79 in the queue. You continue to listen to a distorted version of that one popular song from 2014 being played on repeat, while an automated voice keeps you updated on your position in the queue.
After fearing that you’ve chosen the incorrect option and have now wasted what felt like an eternity waiting in the incorrect queue, you encounter a call-centre agent reciting their greeting tone for the 50th time that day. On completion of your query, you’re given a reference number and assured that someone will give you a call to confirm collection and delivery details.
Hours pass and no-one has been in contact with you. You can’t remember the agent’s name that logged your query. Your client is frustrated, because this delivery needs to be made urgently. Your reference number is sitting on your desk, daring you to dial that call-centre number again. Come on, number 79 with some nine-digit reference number, what’s another hour or so of the day worth anyway?
The above scenario is not only frustrating because of the time it takes to get the delivery done, but also because you don’t feel like your query is being made a priority. This delivery is one of the biggest factors in establishing a relationship with your client and ensuring future interactions, but to this service-provider you are merely another number.
Choosing the more personal logistics company:
You have an urgent delivery that needs to be made to ensure a large sale. You immediately know who you’re going to call – no, not Ghostbusters. You pick up the phone, start dialling the almost memorised number, and get greeted by a familiar voice. You’re on a first-name basis with your trusted logistics provider who you’ve been working with since that large, supposedly reputable company let you down. You engage in meaningful small talk before getting to business. Your order is placed, collection and delivery is scheduled, and you feel an immediate weight being lifted off your shoulders. You wished you would have opted for the more personal logistics company in the first place!
One of the biggest reasons people prefer smaller, more personal transport and logistics companies, rather than going for the larger, more well-known and established brands, is because of the valued and engaged interactions. You have personal relationships with the people assisting in the success of your business, and you can trust in your products arriving where they should be in a safe and timeously manner.
You have a service-provider that you can count on, ensuring that you can focus on other aspects of your business’ success. They’re in your corner, from start to finish.