Bravo : Good Morning, Bravo, how may I help you?
Potential Customer : Hi. I need a package delivered. Can you do that and how much would it be?
Bravo : silently waits for more informatio
PC : silently waits for a dollar amount
Bravo : Oh ok we can deliver a package for you but in order to get you a rate I need to know from what town to what…
PC : interrupting Yea, it’s going from *insert town name here* to *insert other town name here*.
Bravo : Yes, we can accommodate this delivery but in order to get you a rate I need to know more information.
I, for instance, then go on to ask all the important details about this order, while trying to not forget anything that might be pertinent to a rate. How much does this package weigh? How large is this package? Does it need to be picked up or delivered at any specific time? What day is this delivery for? Potential customers, as well as current customers, may not realize this but the rate is calculated by all sorts of factors. So simply asking for a rate with no other information is equivalent to writing a paper on an unfamiliar topic without doing any research and expecting to get an A. It just isn’t going to happen. Information is key .
Here’s the long and short of what a potential customer needs to know when calling a courier service for a delivery they want done.
1.) WHAT: So what is it that we are actually picking up for you and delivering elsewhere? There is a vast difference between an envelope and a skid full of cartons and here at Bravo we are equipped to handle both. But just like your fruit at the local supermarket, more weight costs more money. We want to supply you with the best, quickest, and most reliable service, so knowing what we are picking up from the get go helps in dispatching the proper vehicle. It also helps us quote you the most accurate and fair rate for the delivery.
2.) WHERE: If you are calling for a delivery to be made (or even inquiring about if a delivery is possible) you hopefully know the name of the pickup point and the name of the delivery point. When quoting a customer a rate, Bravo really only needs the town (and state- please offer up the state if it is a town name that is common to multiple states). A zip code works nicely as well and knocks out any “state confusion”. Rates are all different based on where the delivery is going and how far the delivery is from the pickup point. Plus, we need to know where we are going in order to dispatch a driver in the most timely and efficient fashion (all about efficiency here). Chances are we can go there, as long as you can tell us where there is.
3.) WHEN: Is this a delivery for today? Tomorrow? Next Thursday? When do you need this pickup and delivery to be completed by? Is there a time constraint of any sort? Do you need this delivery to be made ASAP or is it fine as long as it is accomplished some time today? The when of a delivery is vital, because there is a reason you are calling a courier service to handle this and at Bravo we want to provide you with the service that best satisfies your needs.
Bravo wants to make the moving of your goods from one place to another a positive experience for the customer. By feeding us the right amount of information (we promise we don’t bite) about your specific needs we can get your deliveries handled so you can worry about other things.
Immediate regret fills your body as you realize you did not mean to send that email, to that person, with that wording. It’s happened to the best of us- for one reason or another. It definitely has happened even beyond the personal email level. Here at Bravo, we’ve made the mistake of the hasty email send and have suffered the repercussions. There have been times where emails between coworkers here have been included or forwarded to customers they were not intended for. Sometimes emails to customers are written carelessly and not proofread at all, making them look far less professional than they should (I’m guilty of this offense). And on the rare occasion an email “attack” or a not so pleasant email is sent out of anger or frustration and puts a definite strain on the relationship with the customer. It isn’t productive, it isn’t helpful, and it is a one way ticket to lose business.
2. Never say ANYTHING you do not want EVERYONE to see – Someone may forward it – also it is the best defense against sending it to the wrong person.
3. Never send an email when impaired by fatigue, depression or substance abuse.
4. If you are not comfortable CCing all who are mentioned in the email, do not send it.
- There is no tone of voice so the reader is left to fill this on his or her own.
- Be mindful of the reader and how your text can be perceived.
- Put your main point first with any supporting detail below because many people have a tendency to read only the first sentence or two.
- If you are emailing about 2 different things, it may be better to send two emails, number the items or say up front “two items.”
- When replying be sure to refer to the prior email or make sure it is included in the text.
- Attachments are often forgotton so it is a good idea to add the attachment before composing the text.
- Read it once before hitting send to see if autocorrect changed the meaning and intent of your email.
Monday we were hit with 6-14″ of snow but true to our mantra, we are 24/7 and always have a driver available. We got a call at 1pm. It was Judy, a customer with an urgent need. She asked if we could pick up a visa in Manhattan by 2PM. Our mission would be to help make it possible for her boss to catch an early evening flight to Saudi Arabia to attend an important business meeting. Due to road conditions and slow moving traffic, we said it was possible but unlikely. With a hopeless sigh, she asked us to go anyway and to give it our best shot. We agreed to do just that and to give her a call back with a progress report before 2PM.
Anxiously watching the clock, we called our driver at 1:45PM and he said that his GPS showed an ETA of 30 minutes. 30 minutes!! The visa service was closing in 15. Could it be that we would not make it?
Immediate action was necessary. Judy, our dispatcher and our driver all called the visa service and begged the owner to wait for us. He agreed to wait but only 20 minutes and true to his word called back at 2:20PM, saying he would wait no longer. A last ditch attempt from our driver somehow got him to agree to meet in front of the building. At last, we all could breathe a sigh of relief and by 2:25PM the driver was on his way back to NJ with the visa.
Even though the conditions were bad, the flight to Saudi Arabia was not affected. Our nervous traveler was waiting in his limo for our driver, ready to fly straight to the airport.
Feedback from Judy after a job well done:
I wanted to thank you again, Yesterday you and your driver SAVED MY LIFE!! Because you and the driver my boss made his flight to Saudi Arabia.
Your driver was quick and I was so short notice, and I do apologize for that.
My team travels 90% of the time which means I am always last minute but you and drivers make my job a bit easy for me.
I can’t thank you enough.