In the world of logistics, transportation management is a crucial aspect that directly impacts the success of a business. It involves the planning, execution, and optimization of the movement of goods from one place to another, with the goal of achieving efficiency and cost-effectiveness.
One aspect of transportation management that has gained popularity in recent years is white glove services. These are specialized services that go beyond standard delivery and involve the handling of fragile or high-value items, such as artwork, medical equipment, or luxury goods. White glove services often involve extra precautions such as extra packaging, specialized handling, and even installation or assembly.
Some of these White Glove Services include automated scanning, direct delivery to the site, last-mile delivery, delivery notifications, padded straps and straps to secure the load, on-site installation, and excellent customer service.
The idea behind this? To do the best possible job and leave your customers feeling like they made the right decision by using your company, to retain them and turn them into repeat customers.
White Glove Services go beyond just delivering a product to a customer's doorstep. It involves providing a hassle-free experience by taking care of all the little details, such as installing the product or disposing of the old one. It's about making the customer's life easier and creating a memorable experience that can lead to customer loyalty and repeat business. By offering these extra services, a company can differentiate itself from competitors and provide added value to customers.
Setting Expectations for White Glove Services
It is essential to establish specific expectations regarding the services that will be provided. Jerry Levy from Inbound Logistics recommends that companies follow these steps when offering White Glove Services:
Use metrics whenever possible
Using specific information and data allows informing customers of the costs associated with using a White Glove Service. Instead of using vague language such as "Some shipments require padded straps," provide real numbers or specific examples.
Provide examples
Having specific examples of previous shipments made by the company, along with the White Glove Service that said client accessed, helps to provide real cases that customers can rely on to make an informed decision when hiring your service, gaining an idea of the services you offer.
Identify all handling characteristics
Obtaining and sharing all information about the shipment and cargo allows describing in detail the services that can be provided, along with the costs associated with these premium services.
Be clear with responsibilities
Detailing the responsibility in case of damage to the shipment offers greater transparency to the customer. It is an important step in ensuring their loyalty. Having clarity about what is expected during shipment and handling can save many problems in the future.
Advantages of White Glove Services
Why offer "White Glove" services to customers? Some products are fragile and require extra care during shipping. By offering these services, you expand your customer base to people who have fragile, expensive, or secure shipments, or who simply cannot or do not want to be responsible for installing their products.
White Glove Services also provide an opportunity to differentiate your company from competitors. By offering premium services, you can position yourself as a company that goes above and beyond for its customers, resulting in customer loyalty and repeat business.
Additionally, with White Glove Services, you can also limit liability and damages during shipping. The cargo is secured, cushioned, tracked, and delivered with care. This limits returns, resulting in a monetary, time, and effort savings for shippers and warehouses by keeping returns low. Not to mention, a satisfied company that could become a repeat customer or a great reference in the community.
When does a "White Glove" delivery end?
Technically, "White Glove" services never truly end. The main purpose of providing these services is to satisfy and retain customers.
From the moment a business relationship is initiated with a customer, it's essential to provide the best possible services, provide them with all available information, keep them informed about the shipment's location, and notify them when the delivery has been completed.
However, it doesn't end there. After the delivery is completed, it's crucial to maintain contact with the customer and learn about their experience. Remember the examples you used to explain your services; gather each customer's experience, and you will have numerous examples to use in the future. By maintaining contact with customers during and after the process, relationships will strengthen, and loyal customers will be retained for years to come.
Through the use of route planning software, it is possible to plan, optimize, monitor, track, and notify every shipment, increasing customer satisfaction due to greater transparency in the delivery process.
Companies like Drivin specialize in these types of services. If you want to know how to gain greater control over your deliveries, leave your information below and a specialist will reach out to you to see what solution you need.
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