Sometimes problem-solving is a simple matter of rerouting a delivery or warning a driver of inclement weather approaching. A third-party logistics provider that’s on top of situations like that provides a lot of value.
But sometimes problem-solving is a much bigger challenge, and it tests the mettle of those who must find a way to make things right.
Fello Logistics faced a challenge like that early in 2023, when a delivery bound for Indianapolis tipped over inside the semi-trailer.
When the carrier failed to properly secure the load, the result was 144 rolls of material, weighing 5,000 pounds each on 10-foot pallets, tipped on their sides on the trailer. The customer was not able to unload it in that condition.
“We realized the situation,” said Dylan Campbell, Fello vice president. “If we don’t figure this out, the customer is screwed.”
Figuring it out meant finding someone who could reconfigure the product, re-band it with a metal band, store it and wrap it.
Dylan personally went to work on the situation.
“I called every warehouse in the entire metro area of Indianapolis,” Dylan said. “We finally were able to send the driver to one that was able to re-palletize it all, salvaging 133 out of 144 rolls.”
Fello had to make some sacrifices to solve the problem, but got a nice reward in a grateful customer who has remained loyal to the company since the incident.
The best professionals learn from every situation that goes wrong, and that’s what Fello did in this case. A review of the situation showed that the shipper instructions for the carrier should have been more specific – particularly the fact that a dry van should have been utilized.
But as far as Fello was concerned, it didn’t matter who did what. Someone had to step up and take responsibility – and make it right. That’s what Fello did.
That’s what Fello will always do.
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.
