Why Customers Learn About Delays Before Your Team Does
The Customer Calls, and That's How You Find Out A delivery is running late. Nobody on the logistics team notices, because nothing about the day looks unusual from the dispatch desk. The first sign anything is wrong is a customer calling to ask where their shipment is, and only then does someone start checking, pulling up the trip, calling the driver, trying to figure out what happened and how late it's actually going to be. By the time the team has an answer, the customer has already had to ask twice, and the impression left behind is that the delivery...
