By Dillon Blesi
When we launched Fello Logistics a few years ago, it was with a clear mission: To address the lackluster customer service culture we observed in the freight brokerage industry. We believed there was a better way – a way to create a company culture that prioritizes excellence in every aspect of service, from proactive communication to accountability, problem-solving and responsiveness.
The way the market has responded to this approach shows that we were on to something. And with each year that goes by, we bring even more seasoned logistics professionals into the organization and see them embrace the strong service culture we’ve built.
It’s working. We’re delivering exactly what shippers want and need.
That’s why it’s so perplexing to hear so many horror stories from one industry in particular: Auto dealers struggling to transport their vehicles. From delays to poor communication, it’s clear this segment is facing serious service challenges – and it doesn’t have to be this way.
Auto dealers seem to be having an especially difficult time with the carriers they’re hiring. Vehicles will sit for three or four days beyond the agreed-upon pickup date, with little to no communication from the carriers. And during transport, they experience a complete lack of responsiveness and visibility, leaving them in the dark about their shipments. This level of service simply isn’t acceptable in today’s logistics landscape.
I’m not saying this happens with every dealer, every carrier or every load. But I hear these stories so often, it’s clear that something cultural has seeped into some of the companies that haul cars. It could be this results from carriers taking advantage of the relationships with certain auto dealers. We simply do not know.
But good service only requires someone who is part of the process to be committed to it, and that’s where Fello Logistics addresses this problem.
We do vet our carriers very carefully to make sure they have strong track records in service. But once we have them on board, we don’t take for granted that they’re going to provide excellent service, we make sure of i
How we do that is by checking in with them on a regular basis, and when I say regular, I mean daily at minimum. How we approach each engagement is determined by the particulars of the situation, but we understand all the details the carrier needs to stay on top of – and how.
The carriers with whom we contract understand that this is our approach, so they’re more than prepared for it.
If an auto dealer’s sales manager had the time to be constantly working the phones to stay on top of carriers, maybe he or she would. But we all know that’s not how they should be spending their time.
This is our job. So we take the initiative to make sure the carrier is responsive, communicative, safe, responsible and efficient. There’s nothing that gets results better than staying on top of things.
Fello Logistics is known for integrity, reliability, industry-leading customer service and genuine care for it’s clients. Learn more about our freight shipping services.
