Lee explains why – “Without CX, I wouldn’t have my same day courier company, Red Rocket Couriers. I still pinch myself when I think how far the business has come. In the first few weeks and months, it was just me and my van. Now I have three self-employed drivers working for me and also have access to Courier Exchange’s huge virtual fleet, which means that we can arrange pick-up at any time and almost any place in the UK in around 60 minutes.”
“At around 7am, the Small Fleet app on my phone begins to go into over-drive. As we consistently score great feedback from our clients, our services are very much in demand. People I work with often ask me how we manage to secure such positive reviews from those we work with. For me, just like in boxing which I teach at the weekends, the secret to running a profitable same day courier company has its roots in discipline.”
“At 8am I sit down to work. We take great pride in offering a professional service to our clients. Our vans are equipped to take anything from sensitive documents to pallets of timber. We never co-load, and whenever take two packages going to different locations in the same van – even if clients give us the green light to do so. Our customers are paying for a same day direct service and we make sure that this is what they will always get.”
“But, it’s not just about delivering on time, it’s about listening to customers and also the guys who work for me. They work on the front lines and know what’s going on, and often their feedback is invaluable in making our service even better than it is.”
“It may seem obvious too, but being courteous and communicative to customers, from the second the job is won to when the goods are delivered, is incredibly important. However, in an industry where time is quite literally money, you’d be amazed how many courier firms forget this basic rule. In terms of communication, the Small Fleet app helps us greatly in this respect.”
As soon as our drivers accept a load, they switch on the ‘on my way to pick up’ feature, which shows their live position on a real time map to everyone involved in the delivery. This means that my drivers never get angry calls from clients asking them where they are, and when the goods will be delivered.
“But looking back, the app has been a real game changer for me in so many different ways. I really like the fact that it’s so simple to use and is really responsive. The fact that live alerts come through in real time, for example, is often the difference between winning a load and missing out.”
“I also believe that the app has not only levelled the playing field in this way, but also gives my drivers something that is much more precious -job certainty. For instance, last week, I sent one of my guys down to Heathrow. Before he left, we let everyone on the Exchange know his ETA, and just before he set out, we won a backload.”
“But even if we don’t secure a backhaul in advance, our customers are able to track our position on the Live Availability Map, while drivers receive regular load match updates on the journey home. So 99% of the time, they return to base driving fully-laden vans, which is good for them, me and the environment too.”
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