Anticipating impact before it affects the customer

I consider it my top priority to anticipate potential challenges and impacts for the customer.

She doesn’t wait for problems to arrive. Instead, she monitors vessel schedules, cut-off times, and transport plans, staying one step ahead of the ever-changing world of global logistics. She continues:

‘I want to reassure my customers that their shipment is in good hands. Even when disruptions occur. That they can focus on their business, because I’m taking care of their logistics.'

Proactivity at all times

Honest communication is key. Lesley expands: ‘I don’t want to make up stories if I have bad news. Instead, I tell the customer: ‘This is what happened. This is what we will do.’ They accept the changes much faster when they know we’re on their case.’

Her colleagues amplify her proactivity. Behind the scenes, they constantly exchange updates and solutions, ensuring they can solve potential challenges before the customer notices or asks.

For instance, when a customs clearance delay threatened a shipment, the internal customs specialist quickly pre-approved documents and guided the process.

By working closely together, the team has each other’s backs. This enables Lesley to confidently reassure her customers that their shipments are being managed effectively - and they always have an alternative solution ready if needed. Through continuous updates, she ensures her customers peace of mind, not just results.

Transparent problem-solving

Though based in Belgium, the world is her operational playground. After 19 years in freight forwarding, one could say she has a Master’s in uncomplicating logistics.

This proved helpful recently, when a container headed to Chicago was flagged at the harbour because a single pallet had not been fumigated at the customer’s warehouse. Returning the shipment to the original warehouse would have added unnecessary extra time, distance, and costs.

So, instead of leaving the customer on their own, Lesley coordinated with a warehouse closer to the harbour, where the pallet was properly handled. This allowed the shipment to return on the first available vessel back to Chicago, saving the customer roughly 300 kilometres, valuable time, and reducing costs. The entire solution planning occurred unbeknownst to the customer while the container was still returning on board the ocean carrier. When everything was in place, Lesley could make the call to tell them not to worry.

Weeks later, a high-end electronics brand faced the risk of missing an important exhibition due to misplaced customs documentation for their shipment.

To avoid delays in clearance, Lesley immediately contacted the internal airfreight team, calling on their specialty: beating time when there’s too little of it to ensure the documents would reach customs without holding up the shipment. 

The airfreight experts provided a quote to expedite the documents, ensuring that the customer’s shipment was cleared in time for the exhibition opening as planned.

Human connection matters

Clearly, proactivity and transparency are essential - but so is being human. Lesley emphasises the importance of building genuine relationships with customers.

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Being genuine and transparent keeps the customer confident - and Lesley focused. She says:

‘I don’t want to put on a mask during the day and take it off at the end of business hours. I want to be myself, not exhausted by being inauthentic. Transparency earns trust, which builds stronger personal relations. Knowing each other well makes a big difference when challenges occur, and we need to act fast to solve them,' Lesley concludes.

Whether it’s correcting a fumigation issue, coordinating customs, or arranging expedited airfreight, her and the team’s proactive approach, clear communication, and human touch ensure shipments arrive on time – and their customers can focus on what matters most: their own businesses.