Service is as Service does

As a logistics company we have to coordinate packing, warehousing, transportation and delivery for our customers. We rely on our partners around the world to service our customers in the same manner we would. In some situations this is not the case.

We recently had a white glove delivery needed and we contracted with a company for the first time to make a delivery to a home in the upper mid-west. We performed our due diligence ensuring the company was financially sound, had been in business for over 20 years and had good references in the industry. The company assured us they could perform this service and "specialize in customer satisfaction".

Gateway Crate and Freight then contracted with this company to deliver a heavy piece of furniture up a flight of stairs in the home. When the company arrived with the furniture, the purchaser asked for them to place it in the room up the stairs. The two delivery men stated they were too old and not strong enough to take it up the stairs.

We contacted the company to resolve the situation for the customer but each time they were not able to perform the service they were contracted to do - get the furniture up the stairs. The customer was so put off by the delivery company she was on the verge of cancelling her order and sending the furniture back.We ended up having to hire another company to make the delivery to the satisfaction of the client and it turned out well.

Gateway OT coordinates many white glove, inside deliveries for our clients on a daily basis. We have established a great network of service providers across the country, those that cant provide the services we need are never used again. Its one thing to advertise and say you can provide a specific customer driven service and another thing to deliver it!

Comments

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