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Tag Archives: Logistics

No Reliability- Kiss Integrity and Credibility Goodbye!

No Reliability- Kiss Integrity and Credibility Goodbye!

RELIABILTY means people trust you whether personally or business, to deliver on a promise. In Sales- this is business critical!

At least 90% of Buyers especially Supply Chain leaders will surely agree that being reliable – doing what was agreed upon, delivering higher than expectations with excellence – is critical to staying ahead of the competition and in sustaining partnerships or repeat business.

In the Transport and Logistics world- here are some sample of highly regarded KPI’s;

  • “Will you be there when you are needed?”
  • “If you agree to do something, are you dependable?”
  • “Can you be counted on to complete and stick to schedules, deliver products and services?”
  • “How adaptable, supportive, and cooperative are you in case sudden changes in plans occur?

Gone or much rarer are the days when face-to-face handshakes happen often. We are moving further and deeper into the future that our relationships – both social and business – will continue to increasingly be conducted remotely, with personal interactions and transactions frequently taking place in digital forums. It becomes more critical than ever to ensure that we can trust those with whom we communicate and vice versa. Trust is the new digital currency. In business interactions it is critical that whomever we do business with will reliably fulfil their obligations and promises, whether it be in terms of delivery or quality of experience.

So how should a business promote Reliability?

Start with three simple ways,

  1. Communication- clear, concise, candid.
    In my view, it is or if not one the most important measuring factors. Many make a mistake thinking communication is about giving messages or sounds emitted by you. This in fact is only 50% True. The other half is the ability to listen, receive, process, and fully understand the information or instructions from your customers. You must listen well, converse clearly, confidently, timely, and candidly. In the world of transport and logistics, time is important and no room for ambiguity-factual information is of the essence. This industry has been marred with an ugly reputation due to many ill-educated characters, many liars and conduct their operations with unfulfilled promises- leading to trust being heavily eroded and tarnished. To succeed and be part of the change- focus on communicating properly and correctly. Communication is the single most important factor in how far and deeply you can gain success in your personal life and earn a positive reputation in business. Though education is of importance, being a better communicator is the best road travelled.
  2. Be certain of what you can commit to and consistently deliver on the promise.
    When you come to terms with your customer to buy from you, it is because you gained a level of trust and comfort in their expectations of you or the company. Do not accept responsibility for taking on services you cannot fully commit to. You want to be sure they receive the promised benefits and results from your commitments.
  3. Provide excellent customer service.
    Poor after-sale customer service, or lack thereof, or poor customer experience, will without doubt decrease customer loyalty and profitability. Likewise excellent customer service will boost retention and increase sales. As simple as providing Track and Trace updates- always best to be pro-active and deliver status updates before the customer even makes the inquiry. This simple gesture is “what makes oil rise above water.”

No matter how well you have prepared yourself, there are at times things that will go wrong. People make mistakes. No one is immune from it. It is how you resolve it that matters most. Listen well, diagnose the issue at hand, resolve it with speed using sound judgement, empathy, and take responsibility. Be open to criticism and learn from it. This is how you prove your credibility.

Your stewardship to ensure promises are honored even when things go awry will go a long way to build your credibility and integrity.

“Trust is like the air we breathe — when it’s present, nobody really notices. When it’s absent, everyone notices.”  — Warren Buffett

Navigating Supply Chain Risks

Navigating Supply Chain Risks

By Rick Aquino
Sr. Business Development Executive at Loyalty Logistics 

Looking back on the past 5 years, it has been full of surprises & challenges indeed. The world of Supply Chain Management was faced with serious challenges and risk mitigation creativity to adapt quickly with the changes in the transport and logistics world. The attack of COVID-19 caused many uncertainties in nearly all areas of our lives, and many faced unprecedented supply chain mind benders. There were the usual severe weather conditions that caused floodings, typhoons, hurricanes, tornadoes, landslides, forest fires, etc., that shut down roads that negatively impacted many company operations. How about the Port closures on the west coast of North America (California) that held hostage many container carrying ships at bay or stuck for months in container terminals? Quick actions for container diversions were immediately put into action to avert heavy losses.

So while the weather system we saw recently — along with the lingering effects of the global pandemic and exacerbated by serious truck driver shortage — it is abnormal and yet seems to be the signs of the future, but it doesn’t hurt to be prepared especially for the coming holidays and the tough winter season. It is important that you prioritize in selecting a transport supplier/provider that has the highest regard for honest, candid, and timely communication that you can trust. In these times- accurate, timely, true information is the key to a healthy supply chain. Just like the root word of LOGISTICS- information must make sense- LOGIC!

Managing the Perfect Storm: Freight Broker vs. Asset Based

It is critical to understand the roles and advantages of each. Freight brokers do not own their own equipment. An asset carrier owns and operates the tractors and trailers in their fleet and employs the drivers that move the freight. The shipper has the option to work directly with the carrier or with a Freight Broker when they need freight moved.

The freight broker’s responsibility is to help ensure a seamless flow of freight by working cooperatively with a diligently selected network of trucking partner companies. Depending on the type of freight broker partner, with a single contact- you will have quickest access to capacity across US, Canada & Mexico and secure best freight rates with matching services available.  

An asset-based carrier has limited trucking lanes it can cover and will only move freight on lanes that fit into each of their own serviceable operational lanes.  They also have limitations on the choice of equipment (trailer) they can provide. Why the need to have extra staff just to make so many calls when you can call your friendly Freight Broker?

A Freight Broker’s portfolio of services and lanes are boundless by providing capacity from any point and to across the continent. They will take charge in assuring freight is delivered cost-effectively, safely, and efficiently across borders, and in a timely manner. With experience and advance preparation, no matter the hiccups and obstacles that may hinder or deviate from the schedule of operation, from pick up till delivery- the “pillow service”- a client can sleep well knowing freight’s movement is diligently cared for. With their 24/7 exposure to the market trends, with their finger on the pulse of the industry, the use of technology to assure your freight is moved by legit certified carriers (why risk putting your freight on-board an ill-insured or “rogue” carrier?), the flexibility to customize services to adapt to shipper needs (whether refrigerated or frozen, in-bond, open deck trailers for the oversize/heavy hauls, required permits for HazMat cargo, etc.,) which ultimately will be a positive impact to any shipper’s bottom line- save money, time and resources.

To thrive and survive in this very competitive world requires an efficient supply chain. To achieve this, you need a strong transport and logistics partner with a “leading edge” mentality. One that possesses character with key attributes of experience, great regard and respect for open communication, smart, fast to react, discipline, honest, commitment to customer service and reliability.

Loyalty Logistics is an asset-based/ brokerage transport company that manages its own fleet of trucks and trailers with offices in USA, Canada & Mexico. Loyalty Logistics continually strive and always on a constant mission to improve and deliver the highest level of service to our customers. We ensure that the support you need and rely on is available “every time on time.” Our Loyalty is providing services with true information you need to work with the market, to avail capacity so you can conduct and navigate your business more efficiently and effectively.

Customer Satisfaction

Customer Satisfaction

By Rick Aquino (Sr. National Accounts Manager)

In the transport & logistics service industry, I find that it is more difficult to evaluate “satisfaction” than products. Services are characterized by intangibility, heterogeneous requirements, simultaneity of production and demand, schedules, etc. These are issues that complicate the evaluation of the quality of professional service. However complex it may be, the customer or client will still form an overall impression of quality of the service delivery in one way or the other. It is very important for any service provider to understand and continuously uncover the evaluation process of a customer to ensure customer satisfaction.

In general, satisfaction is primarily a function of a customer’s quality of experience with a service. The greater the perceived quality, the higher the level of customer satisfaction and what I mean by this is that the client’s evaluation is affected by his interaction with the service provider’s ability to communicate clearly and honestly, level of empathy, ability to listen, capacity to follow instructions, availability when needed, personality, and what I call the “get-along-ability.” Yes- it may have picked up and delivered as scheduled and the price was within budget of customer but did the customer enjoy the process? Yes- the interaction between the service provider’ and the client is a very important or if not- the most important part of the evaluation instead of the “moment of truth”…was it delivered and on schedule? The customer evaluates not only the outcome of the delivery service but the process of the service must be a positive experience! In the trucking industry- anyone can PU and make delivery…. however- who is able to provide the smooth, timely, pleasant communication and enjoyable ride throughout the process is the one that will get the Loyalty.

Preserving Customer Loyalty!

Preserving Customer Loyalty!

By Rick Aquino (Sr. National Accounts Manager)

Having been in the Customer Service industry for the past 26 years, (17 years in the Transport & Logistics field – sales, teaching and mentoring) – I have always kept an eye and remained focused on one special thing… how to measure a customer’s satisfaction with the service provided. What are the factors that determine “Customer Satisfaction?” 

Customer Satisfaction is the key to an important customer loyalty and repeat purchase of the service. Customer satisfaction creates customer loyalty! This “satisfaction” translates to growth, healthy relationship, and ultimately- the survival of the company. 

Studies and my experience have shown that companies lose on an average about 20% of customers due to dissatisfaction. If you can minimize the number of dis-satisfied customers or decrease it by 5%, you will have an increased profitably average between 35-85% (depending on your industry). In addition to creating loyal customers, they are often less price-sensitive and are more pleasant to work with. These are the reasons why companies should give “customer satisfaction” high priority and continuously keep it monitored.