Time to Change
Like letting go an employee who has been with your company for years, It’s hard to think about changing your freight carrier. You've put in years making the relationship work, and even if they aren't performing up to par anymore, you feel like you owe them something. Sometimes, however, you just have to change logistics companies. Below are a few signs that is it time to start looking for a new freight carrier, as well as what to look for in a quality shipping company.
You just spent three months building a relationship with the new account representative, and now this one is gone as well. If it seems like your logistics company is losing key workers every other week, you might want to do some digging. It could just be that three workers in as many months got a better offer. On the other hand, it could be a sign of a negative company culture, bosses who ask too much of their employees, or the company may be in financial distress and can't afford to keep folks around. Many shipping firms are still struggling from the effects of the recent recession. Whatever the reason, it may be time to look elsewhere.
Service Problems and Poor Customer Support
If the support team just can't be bothered to fix your issues in a timely manner, it could be a sign that something else is up. Similarly, if you are constantly hearing excuses for messes that your logistics companies are creating, you might want to consider a change. Customer Support teams should care about their customers (it doesn't say "Employee Support", right?), and if they don't, you should kick them to the curb.
There is absolutely no reason to keep a shipping company around when they obviously don't care about you. There are too many good companies out there vying for your business and willing to go above and beyond to give you the best service experience possible. Since 1987, output-per-hour-worked in this industry has more than doubled, and as a customer, you should experience the benefits of that. Don't waste your time with teams that are still stuck in the 1980s.
Disappearing Acts and Communication Problems
If your shipping company spends more time avoiding your calls and emails than they do talking with you, that is a problem that needs to be dealt with. There could be problems with management, or maybe their phones have been down all week. But if it becomes a recurring problem, and you find yourself leaving yet another message on an answering machine that you are sure is never checked, it might be time for a change. At the risk of sounding repetitive, there are far too many good companies who are willing to work with you, rather than against you.
Switching logistics companies is painful, and involves a lot of hard work. But if you are starting to see signs that it is time to change, just grit your teeth and make the change to a company that shows they actually care about their customers. At the same time, don't feel boxed into doing what you've always done. Just because you've shipped your goods cross-country using line-haul railroads for twenty years doesn't mean you shouldn't try trucks or air transport.
The most important thing to keep in mind is that you deserve to be treated well by your shipping company. If yours is taking your for granted, why stick around any longer than you have to? You'll be surprised by what you find if you make the change to a different third party logistics savannah provider.