The debate around whether bigger is better when it comes to freight companies has been raging for decades. While the industry is generally dominated by a number of big brand companies, many freight customers worry about being lost in the crowd of thousands of customers and are attracted to the more personalised service that smaller providers often promise.

The level of service you get from your freight provider is to do with a lot more than just its size. We’ve dealt with plenty of big and small freight providers who have offered excellent service and value for money. We have also seen clients virtually tearing their hair out over terrible service from smaller, family run providers and big organisations alike.

No matter what the size of the organisation you’re working with, the quality of your experience will probably depend on four factors; their call centre, the driver doing the delivery, your account manager (if you have one) and their process and procedures. If any one of the four fails to meet your expectations, it can cast a negative light on the whole organisation.

If you’re in the process of making a decision, here are a few points that may help you decide what freight provider is best for you:

  • Infrastructure. The one thing that the larger organisations often do best is they have the infrastructure to cope with a high volume and demand. They also often have specialist staff and set processes for handling different types of goods. If you have a lot of freight with many and varied needs and you only want to use one provider this can be a big plus for the bigger companies.
  • Personal service. Unless you’re paying enough to have your own dedicated account manager, when you’re working with a bigger company you may feel as though your business is just a number to them in the larger scheme of things. \Going with a smaller organisation may, on the other hand, deliver a more personalised service. This is for a couple of reasons. Firstly, your business is likely to amount to a higher percentage of their overall business turnover compared to the bigger guys and therefore they will be more interested in keeping it. Secondly, fewer employees often allow customers the opportunity to build relationships with people in the organisation and they get to know the person on the other end of the phone.
  • Systems. Systems and processes are crucial when it comes to providing high standards of service. The general impression seems to be that big companies have fancy IT systems and better processes but once again this isn’t always the case. A system is only as good as the people using it and while a large company may have a great system in place, if their staff isn’t using it properly, it may as well not be there.

The myth that big companies can give you better service is just that, a myth. The level of service that you get from your freight provider will depend on the individual company.

 

Are you sure you’re getting the best possible service from your freight company? A freight audit can help you see where your freight provider is falling short and help you get better service for less cost