When the final delivery begins with keeping a customer promise

Marc expands:

Customers should feel seen and know they get what they paid for.

It is through this approach that he and his colleagues keep courier and express shipments under control when timelines are tight, expectations are high, and customers have their own promises to keep.

Responding before the customer asks

For the P&E team, every day starts with looking for deviations from the norm. For example, reviewing shipments collected the previous day that lack a scan the following morning. Was the shipment collected? Was it missorted? Was the customer closed when the driver arrived? Was a reference missing? Or is the shipment still waiting somewhere in the process?

It is a small check with a clear purpose and a big impact.

‘When customers book an express shipment, they do it because they expect it to be delivered quickly. They also expect to be informed if something changes.’

That same approach helped turn one urgent delivery into a second request from the same customer.

How the successful delivery of 33 pallets turned into 83

A customer needed 33 pallets of fresh food moved from Germany to Denmark. Loading was on the same day, and delivery was the next morning within a fixed time slot outside Copenhagen.

Missing that slot would trigger a fine for the customer and delay a national retail campaign planned to start the next day.

Leveraging their carrier network across Europe, the team found a truck available for the shipment. From pickup to delivery, the details had to line up: slot times, loading references, documents, and driver information.

The next morning, the goods arrived in time for the campaign launch.

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Because the first delivery arrived successfully, the customer came back shortly after with another urgent request. Their regular freight forwarder was unable to fulfil their transport requirements on time, and so the customer needed help delivering 83 pallets from Germany to Belgium within a day.

Again, the team’s courier network pulled through. Three trucks were secured, the details were coordinated, and the goods were delivered in due time.

This is how the customer responded:  

‘You have delivered beyond all expectations. Really good work.’

Because, for the customer, success was not only about timely delivery. It was also about knowing what was happening throughout as the solution was being put together. 

The same care, no matter the customer size

Trust lies at the core of the Parcel & Express DNA.

‘When a customer chooses us as their partner, their business depends on us. However, our service to them does not depend on their size. They need to be able to trust us, whether they are big or small.’

Marc explains how trust is built in the small moments. Proactivity is key.

A quick reply.

A status update.

A phone call to a partner.

A check before the customer asks.

He pauses and adds, ‘Being able to move goods quickly is what we do. But building personal relations is a choice. While we might not always have time for small talk, we make time. Because it’s the foundation of long-lasting customer relations and allows us to be flexible and work together effectively under pressure when it matters.’

That is how the work behind one shipment helps customers keep the promises they have made to others. Through small actions that keep control visible and provide a solution before the customer has to ask. Because when a delivery matters to the customer, peace of mind starts with knowing someone is already on it.