As a regular KCH Transportation customer, this client frequently calls us to handle shipments to their smaller facilities. We’re happy to provide them with our white glove service every time, but on this occasion, our team added extra value in response to an unexpected need at one of the depots.
Client Profile
Formally established in 1979, the Federal Emergency Management Agency (FEMA) supports American citizens and first responders to disasters. The agency develops capabilities in these people to handle and recover from disasters.
Client Need
Our KCH partner carrier was making a scheduled delivery for a customer to one of their facilities. Upon arrival, the driver discovered that there was no forklift at the destination to unload the trailer. Without the means to empty the trailer, the load was stuck on the truck. Where some people might be tempted to see a problem, KCH Transportation professionals see an opportunity to solve them.
“We’re a team of solution finders. Our customers know that our decades of experience allow us to turn situations around and solve any challenge they have with transportation,” – JASON WHITTEN, PRESIDENT, KCH TRANSPORTATION
Approach/Solution
Instead of calling the customer and awaiting action on their part, our driver called us. When KCH Operations Manager Jeremy Powell was made aware of the lack of a forklift at the delivery location, he immediately set about solving the problem to get the load off the truck and keep our customer’s operations running smoothly. He picked up the phone and called equipment rental services in the area that offer rental forklifts. It only took a few calls to find a rental agency that had a forklift available right away. Jeremy arranged for it to be delivered on a rollback trailer to the customer’s facility at once.
“Jeremy made the right call by solving the problem right away. We know that not acting proactively can be costly for the customer, and our actions are always guided by what best serves the customer’s needs. In this case, taking action to get the load off the truck as quickly as possible did just that.” – JASON WHITTEN, PRESIDENT, KCH TRANSPORTATION
Result
Upon arrival, the forklift was immediately used to promptly unload the cargo from the trailer, minimizing the delay. When our customer was apprised of the situation, they were impressed that we took immediate action to solve the problem proactively. Thanks to Jeremy, the situation turned into a positive experience that strengthened KCH Transportation’s relationship with the customer. It also reinforced the fact that we are a partner who is as invested in the success of the transport process as they are. Today, we’re the customer’s most trusted transportation broker, once again proving that we don’t just talk about white-glove service – we exemplify it.
“We take solving problems seriously, especially when the customer benefits from our team’s creative thinking. That’s why when our customers need a complete solution that covers all the bases, they call KCH Transportation.”– JASON WHITTEN, PRESIDENT, KCH TRANSPORTATION
