Choosing any service provider for your business is a daunting task. If you slip up and make a poor choice, your customers will blame you and your brand image will be irreversibly damaged.
When it comes to something as important as a courier service, picking well is critical. After all, if the shipping provider loses or damages a client’s order, you could be on the hook for expense. If the order has a high value, the impact on your business could be devastating.
So, where do you start? You’ve drawn up a list of company names that could be potential contenders — how do you decide which is the best option? You’re looking for a reliable, professional, efficient shipping provider to go beyond your requirements and to provide customers with an excellent experience. But how do you figure out which courier will provide you with all of this? It’s simple: you just need to ask the right questions.
Question 1: Can You Trust Their Drivers?
Knowing you can trust a company’s drivers gives you assurance that your packages will arrive on time and in perfect condition. Obviously, if you ask a company whether you can trust their drivers, they’re going to say yes. To find out the real answer, you need to do some digging. A few things can show you how trustworthy drivers are likely to be.
First, find out if drivers wear uniforms and use vehicles that are clearly branded with the company name and logo. Having drivers in plain clothes and unmarked vehicles doesn’t exactly scream professionalism.
Next, ask what kind of training the drivers receive. Being a courier may seem like a simple job — after all, many people know how to drive a car. In actual fact, delivery driving involves much more than getting from point A to point B.
For one thing, drivers should receive training in customer service — this teaches them how to communicate with the people they interact with. Only with such training are drivers able to provide an excellent experience to keep your customers satisfied. Other training drivers should receive includes handling of packages and road safety skills.
Finally, find out if the company meets necessary regulations. Drivers should be insured and in good health — physically capable of undertaking all the tasks involved in driving and carrying heavy packages.
Question 2: What Kind of Technology Do They Use?
Technology can make a delivery process run more smoothly and provide customers with a better service. The days when all a courier needed was a vehicle and a map are long gone. You should be seeking a company that has the infrastructure to allow customers to schedule, track, and change orders on demand. The more personalized the service, the better.
Assess courier services by finding out how each company allows customers to control deliveries. Can they change the delivery date, time, or location over the Internet or only by phone?
You also need to know how your customers will be able to track orders. Are delivery statuses estimates or in real time? How will customers find this information? Ideally, they should be able to check via phone, through a portal on the company website, and on a mobile app. It is better still if this information is available both to you and your customers.
Furthermore, ask if it is possible to receive automatic notifications, such as for when an order has shipped out and when it arrives to a customer. The company should also be able to send you a copy of the signature from the customer to verify that the delivery was successful.
The last thing you want from your shipping service is the capability to find pickup and delivery locations with ease. How does the courier manage with rural areas, especially when there are no street addresses?
Question 3: What Are Their Rates?
Courier services range in price from low budget to high end. As you’re looking for a service to use on a regular basis, you need to find one with competitive rates — without sacrificing quality.
Ask all the shipping companies on your list for their prices. Consider what you’ll receive from each service — some couriers may go beyond the basics, providing you with additional services that will make the slightly higher price worthwhile.
If any rates seem particularly high, find out if the company offers a discount for shipping a large volume of orders. In the case they say no, rule them out.
One more thing: it is critical that you are sure you’ll pay the quoted rate and nothing more. If there are any hidden fees and extras (like fuel surge charges), you could end up paying way more than you budgeted for. Only consider companies that have fixed, transparent rates.
Question 4: What Makes Them Stand Out?
A run-of-the-mill shipping company that just offers a standard service is unlikely to provide your customers with an exceptional experience. This will do nothing to enhance your brand image and bring you loyal customers for life. For years, courier services just got the job done, but this no longer needs to be the case. There are companies out there who will go the extra mile.
Just like you strive to outperform your competition, so should your courier service. Whether it’s the way they collect orders, their rates, their packaging, their customer care, their fast deliveries, their use of advanced technology, or something else, a shipping company should stand out in the market in some way.
Check out company websites to read mission statements and values. You’re looking to get an idea of their unique angle. Also ask companies straight out: they should be able to give you a clear answer. If they can’t, they’re no different from the competition.
This may seem like a small thing, but choosing an outstanding service is key to maintaining satisfied customers.
Question 5: How Do They Deal with Customer Questions and Concerns?
It’s no good if your courier needs to turn to you whenever a customer has a query or concern. The company needs to have the resources to answer questions and resolve problems themselves to prevent a delay in deliveries.
Investigate what communication channels the courier uses. If a customer wants to speak to a person (rather than send a message and wait for a reply) is that an option? Plus, what kinds of issues is the company able to resolve? At a minimum, customers should be able to reschedule, change delivery addresses, follow up on orders, and return items through the courier service — without needing to involve you.
Look for reviews on the company to find out if the customer service team is helpful and reliable. Also ask the company directly about availability of real-time assistance. How many people work in the call center? How long can customers expect to wait on hold before talking to someone? What days of the week are reps available and at what times? How can customers contact the courier service out of hours?
Question 6: How Do They Package Items?
You’ll reduce your workload significantly by outsourcing fulfillment. If this is something you’re considering, you will need to find out which of the courier services do offer this service. Furthermore, you’ll need to know that you can trust them to package your items to the same high standards as you do in house.
Ask about the type of packaging they use and the fulfillment guidelines they follow to minimize the risk of damage. The shipping company should be able to provide you with a detailed description of their fulfillment process from A to Z. After reading it, you should have a clear idea of how the courier picks up, packs, and prepares orders for delivery.
Question 7: What Payment Methods Do They Offer?
By 2020, the UAE is expected to be a cashless society. Today, however, some people still prefer to pay in cash. Plus, if you’re shipping internationally (to the GCC or the rest of the Middle East, for instance), you may need the capability to receive cash payments.
The last thing you want is your courier service dictating to customers how they are able to pay — customers should be able to use their preferred method. For this reason, it is best to find a shipping company that provides both cash on delivery (COD) and credit card on delivery (CCOD).
Just knowing the available payment methods is not enough. It is crucial to find out if all the drivers carry a credit card terminal, rather than just some. You also need to know if CCOD incurs an extra charge for your customers. Finally, in the case a customer wants to pay in cash, can the courier service guarantee that the driver will be equipped with the correct change?
As you can see, choosing a courier service is no minor decision. Take the time to find out the answers to all the above questions and determine whether a particular company will meet your expectations. Picking well from the start will ensure that you never provide your customers with a subpar service and that there is no need to switch to a different company at a later date.
We are Fetchr; a company specialized in e-fulfillment. We help e-commerce entrepreneurs grow their business in the Middle East. Let’s make it happen! One box at a time. Learn more here.
This blog is intended for informational purposes only, and should not be considered business or legal advice. MENA 360 DWC-LLC (Fetchr) will not be held liable for the use, non-use or misapplication of this information, lost profits, personal or business interruption, or any other loss.
