​Tips for Express Carriers Forging into the White Glove Delivery Space

By Sean Horner

Vice President Operations

Technical Transportation, Inc

Last month, the TechTrans team attended the Express Carrier Association’s 2019 ECA Marketplace, where we had the opportunity to network with a number of express carriers and begin developing fruitful partnerships.

The conference has an interesting format that’s similar to speed-dating, where shippers like TechTrans sit at tables around a large convention room, and then each express carrier in attendance rotates around to each shipper in 15-minute increments. During each meeting, the companies discover whether or not they are a good fit for one another, and schedule follow-up discussions if a partnership seems beneficial.

Many express carriers have a unique background, as a large percentage used to be single-driver couriers, delivering small items (often letters, documents and other small packages) on cross-town routes. But as instant communications became more prevalent over the past 10-15 years, that work dwindled, and many couriers had to re-invent themselves to survive.

Today, these couriers-turned-express-carriers feature trucks with lift-gates vs smaller cars and vans, and they’ve learned the ins-and-outs of white glove delivery and residential delivery methods to help create a competitive advantage.

For current express carriers and those looking to enter the white glove logistics realm, we offer the following tips from a shipper’s perspective:

• Be willing to work — Demonstrating your eagerness and willingness to complete deliveries to the 100% satisfaction of all parties involved will go a long way in getting the attention of the top shippers
• Be willing to adapt — If you came from a courier background, then you likely know that you have to adapt to remain competitive. But in a world where the Amazon Effect is rapidly changing consumer perceptions and expectations, you will need to keep up the pace and be willing to adapt your company strategy, methods and procedures to stay ahead of the curve
• Become brand ambassadors — To keep your shipper, their clients and the end-customer happy, you have to be willing to upgrade your typical level of customer service and go the extra mile for everyone involved. You also have to be professional when you’re onsite and become a de facto extension of your shipper’s brand (and the brand of their customer(s) too)
• Stay on top of the latest technology — Technology changes at a rapid pace as well, and keeping abreast of the latest trends in logistics tech can create a competitive advantage for you. Especially technology that provides real-time information to all parties, including proof-of-delivery, shipment status and more. This can help you also compete better against larger companies.

If you’re an express carrier and would like some advice, or if you think TechTrans might be a good fit for you, then we invite you to contact us today.