Don't be like Yodel 

This week comprises a Tale of Two Couriers, a strange topic perhaps for a financial services context, but please bear with me.

One of our suppliers insists on using Yodel for deliveries.  It is a strange choice, especially given the well-publicised service and reliability issues, but they must have some good reason for it.  Our supplier knows of our requirement to deliver only during normal office hours:  Yodel will, apparently, attempt to gain access at 9.00pm on a Sunday night, leave no message, and then return the package to sender after kicking it around the depot so that it is unrecognisable.  

We value our supplier.  We appreciate their products, but they are not cheap, and of course, we only experience the value of the product once the thing is actually available to us: which requires a reliable means of delivery, something that apparently is beyond the capabilities of Yodel.  Patience is a virtue, but swiftly runs out when one has to spend a month chasing undelivered goods.

And then there's DPD, the favoured courier of another supplier.  Here, there is no comparison.  When we order the goods, the acknowledgement email tells us that DPD will be delivering, and supplies us with a tracking reference.  Then we get an email from DPD, confirming the date of the delivery (allowing us to reschedule, if needed).  Then we get a further email, confirming the time-slot for delivery - which, by the way, they stick to!

And then (icing on the cake), once the goods have arrived, and I've signed the nice man's electronic tablet, there's one final email from DPD, confirming that they have delivered - a kind of failsafe, just in case the goods have found their way to the wrong address.  Of course they don't:  this is DPD...not Yodel.

Two couriers.  Two kinds of service.  Two fundamentally different cultures.

If you are building a financial services practice, there are lessons to be learned here - the kinds of lesson which determine whether you will sink or swim.


Kevin Moss, 02/06/2016