Showing category "Carrier Service Failures" (Show all posts)

CUSTOMER SERVICE

Posted by Karie-Anne Hawthorne on Sunday, March 24, 2019, In : Carrier Service Failures 

It is time. Time to transition into the next phase of my working life. I need a new challenge and, since I'm not interested in full retirement, I've decided to do what elders do - dispense wisdom, advice and stories. And after more than 40 years in the North American trucking/transportation/logistics business, I have something yet to offer. Malcolm Gladwell claims that it requires 10,000 hours to become successful at something. Using this yardstick, I passed "successful" more than 50,000 hour...


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A Lesson in Service Failure

Posted by Karie-Anne Hawthorne on Friday, November 28, 2014, In : Carrier Service Failures 
I know that things go wrong in the trucking business but how you handle the problems defines your service IQ. This week I encountered a carrier who has failed in nearly every way.

The original plan was to load two flatdecks in Delta BC on Monday and deliver them in Saskatoon on Wednesday. A crane would be waiting for the fiberglas tank cover sections. On Monday morning the carrier (we'll call him Kelly) said that one of the drivers needed an extra day off so they asked if his load could delive...
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