Nord-Deck Transport

tasuinam said:
Since we are discussing this - what would be a broker's expectation when there is an unexpected mechanical / weather / driver forgot his passport at home (true story - had to come back from the border and get it 2 hr delay) delay - for example: we had a delivery and the dock was a bit lower so had to adjust trailer height - needed to dump out air with the truck off and that would do it - but there was an issue with the lines. Called the broker for our next load that we will be late due to this - we have called service and are waiting. The broker started yelling telling me that 'you said you were good till this morning bla bla bla.." Which I was good till they saw the dock...anyway... I was constantly on the phone regarding timeline - everything said and done we were 1/2 hr late for the scheduled pick up...all worked out.
So if I had just said we are running late by 1/2 hr I wouldn't have had to listen to his original tirade about not being upfront...which ironically I was...so what would a broker expect from a carrier in an unexpected situation?
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Me as a broker I do understand the unexpected situation, as long as we have an open communication. But when the carrier takes three days to deliver to Montreal and tells me that it was deliver 2 days ago. Then we have a problem So what would a carrier expect a broker to say to them?
 
markhamboy said:
Me as a broker I do understand the unexpected situation, as long as we have an open communication. But when the carrier takes three days to deliver to Montreal and tells me that it was deliver 2 days ago. Then we have a problem So what would a carrier expect a broker to say to them?
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That is just outright lying... in this situation the carrier is clearly at fault for saying they delivered and had not. They should have been upfront and said the can deliver by XYZ time due to ABC reason. However, if the carrier is giving you a legit reason for an anticipated delay then please give them them the benefit of the doubt. Like my driver forgetting his passport is hard to believe - but it did happen.
 
That is the whole point of my post in response to MikeJr's situation. The carrier didn't tell him anything. In real estate, the phrase is "location, location, location. In transportation, the phrase is "communication, communication communication". There are lots of brokers, myself included, who have been in the business long enough to have heard every possible, and impossible excuse for a screw up. If you are a good carrier, and there are lots out there, be pro active, up front and honest when things go bad. Staying silent and avoiding phone calls, texts and emails doesn't do anything to enhance your image, or address the problem.
 
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loaders said:
That is the whole point of my post in response to MikeJr's situation. The carrier didn't tell him anything. In real estate, the phrase is "location, location, location. In transportation, the phrase is "communication, communication communication". There are lots of brokers, myself included, who have been in the business long enough to have heard every possible, and impossible excuse for a screw up. If you are a good carrier, and there are lots out there, be pro active, up front and honest when things go bad. Staying silent and avoiding phone calls, texts and emails doesn't do anything to enhance your image, or address the problem.
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I had a situation just last week, where I got an email and phone call Saturday morning that the truck broke down. Well I said thank you for your call and will advise receiver in Florida. Like you said "communication, communication communication" I did believe them because they are great carrier.
The thing is Nor Deck were good. Just recently they have gone down hill. Why I don't know. Since Andy left service level dropped.
 
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Sometimes only being upfront about a problem is only 1/2 of the solution. The other 1/2 is coming with options on how to rectify the problem so that there is only a little pain. It at least starts the discussion and doesn't give either party the idea that their hands have just been thrown in the air, basically saying it's not my problem tell me how to fix it.

I was, am still am very upfront about news, good or bad. Nothing bad can come out of being upfront, but it sure can turn on you quickly when you're not upfront about ANY problem. Most of that comes we being proactive with everything instead of being reactive.

As the carrier, check on your drivers to see if they're going to be on time, and call the broker AHEAD of when the broker is doing their tracing if there are any problems. Same goes with keeping the carrier ahead of any changes before they pickup/deliver...good or bad news. It increases the respect and trust between all parties.
 
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Our experiences previous to this shipment were positive, so we expected the same service we have receveid in the past.

In this case, my expectations were to pick up the phone and call me. My cell number is on every load confirmation and in my email signature. Their excuse for not departing on the weekend was that the version of Excel that we sent the documents in they could not open on their computer. Had they called, I woud have converted them to PDF for them any time on the weekend and gladly sent them over in that format.

It went more and more sideways after that. Today they were ignoring my calls (26 of them) until I simply picked up my cell phone and called. They thought it wasn't me because they were ignoring calls from my desk phone, Ryan was so happy to hear my voice once he picked up. Anyway, freight is currently on another carriers truck sailing to the border and will deliver at 7:30 AM tomorrow morning.

Anyone freaking out about a 30 minute late truck must be new to the industry. If that kind of thing makes your blood boil, you've chosen a wrong career path.

Keep well,
Mike
 
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Well just got an email from my client, and looks like NORD-DECK last December double brokered our load to SAF Logistics without our consent, and never paid SAF. To add to this Royal Financial was the factoring firm who we paid who obviously paid NORD-DECK. Tried contacting NOR-DECK get voicemail that no one at these extensions. Would anyone have any more information on NORD-DECK and contact details.
 
He confirmed the issues started after Woodland purchase NORD-DECK and Dinesh is fully aware of the issues with several carriers who have dealt with NORD-DECK.
 
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