Talking Point: Plan ahead to avoid delivery disasters
It’s disappointing if a delivery doesn’t arrive on time so it makes sense to pay special attention to this crucial component of customer service. Otherwise, you risk wasting all the effort you’ve put into satisfying your customers at the final hurdle.
Many people in business make the mistake of thinking that, if the worst happens and a delivery is late, then the haulier’s insurance will fully cover them. In fact, most carriers operate under trading conditions of carriage that exclude compensation for consequential loses to customers for late or non-delivery of goods.
One TV production company learnt that the hard way when they tried to sue a haulier for significant losses because materials they needed didn’t arrive on time and an important film shoot was cancelled. That claim fell at the first hurdle.
At Brett and Randall, we insure many businesses, including a number of hauliers, so we can see the issues from both sides, and I always advise clients to check the small print if they are going to use a haulier.
If it’s an important delivery, you might want to consider paying someone to deliver directly rather than transhipping goods through a hub often used by larger hauliers. That reduces the chance of the package being lost or damaged as it goes through the hub and transfers from one vehicle through a depot to another. You might even want to consider delivering your most important consignments yourself.
If, like that TV production company, you have a delivery that can make or break your project, you may be able to get specialist insurance against consequential loss but expect to pay a hefty premium, and my advice would always be to manage your own risk first before doing so.
Plan ahead. Make sure you can be confident of your delivery method, and give yourself some leeway, especially at busy times when there is a lot of material on the move. Remember, there is always the risk of unforeseen circumstances like extreme weather beyond the control of the haulage industry.
Chris Hutchins, director, Brett & Randall
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