We do not select and or pay the customs broker. They do not answer to the carriers or brokers. They only answer to their customers who are paying the bill. Usually high volume customers negotiate custom broker rates based on volume. Some high volume customers pay very very little for clearances and in turn, the customs brokers pay very little to the staff doing the front line work. It is their business model.
That being said, the transportation industry should not suffer the delays/direct cost of someone else' inability to process documents/clearances in a timely manner. Many times, if the load is being moved through a third party, they will work hard to get the problem resolved and corrected. Other times, the third parties that don't care and feel its the carriers responsibility.
Having clear agreements and understanding with your customers about sundry/additional costs is vital. If the customs broker's customer is paying the cost of their inefficiencies, there is a higher chance the pressure will come down to do a better job and or service the carrier more efficiently.
Or....just wishful thinking....
