Catastrophic Delivery: An Epic & Practical Way to Handle It
What Is a Catastrophic Delivery?
Let me share my idea of a catastrophic delivery. First, we received a railcar that had endured such rough handling during transit that the bands on some of the products broke. As a result, the goods began to slip and slide, turning the car into a chaotic mess and complicating the unloading process. What do you do in situations like this? Every set of circumstances is unique, and each one demands a tailored solution.
First Steps
For us, the first step involves taking pictures and sending them to the client. Keeping the client informed is crucial for achieving a timely and practical solution. In my example, the client had the railcar returned to the yard, hoping to hire authorized contractors to reband the material and then send the car back to us. However, that didn’t happen. The next steps you take will depend on you and your client.
Let’s be honest: part of our job is to nurture client relationships, and sometimes that requires stepping outside the norm. That’s exactly what happened in this scenario. When the client struggled to find approved contractors, they reached out to us for assistance. So, do we tell a client no? Absolutely not. Ultimately, how would you approach such a situation?
Negotiating The Best Resolution
At this point, as the storage location, you know you have to help your client. The only questions are:
- Which services can I provide to help them while still sticking to my schedule?
- How should I charge them, and should I use an hourly rate or a flat fee?
- What responsibilities should the client take on?
- What is the timeline for completion?
In our scenario, we agreed to receive the car back under specific conditions. One condition was that we would treat it as a project, working on it during our free time. Another point was that we wouldn’t cover any charges from the railroad. Ultimately, no matter what I charge, it will be significantly cheaper than shipping the car back to its original location.
To Sum Up
Always be prepared to think outside the box and have solutions for a variety of scenarios. Your clients will be grateful for the help!
