Who you carry for.
WHAT CUSTOMERS ACTUALLY WANT
Goods arriving intact Arriving when promised Knowing where things are Problems handled honestly
WHY RELIABILITY MATTERS MOST
Their own operations depend on your timing.
WHAT TO ESTABLISH WITH EACH CUSTOMER
What is carried Rates and what they include Collection and delivery arrangements Who to contact Payment terms Liability for loss and damage
WHY LIABILITY EXPLICITLY
It is the commonest dispute, and assumptions differ.
WHAT TO AGREE
Limits, and whether they insure the goods.
WHAT TO PROVIDE
Confirmation of collection Updates on significant delays Proof of delivery
WHY DELAY NOTIFICATION MATTERS
Customers can manage a warned delay and cannot manage a silent one.
WHAT TO DO WHEN SOMETHING GOES WRONG
Tell them immediately, with what you are doing.
WHAT TO AVOID
Discovering the problem when they call.
WHAT TO ESTABLISH ABOUT PAYMENT
Terms, and what happens if they are exceeded.
WHY IT MATTERS ACUTELY IN TRANSPORT
Fuel and wages are paid immediately while invoices wait.
WHAT THAT PRODUCES
A cash gap that grows with volume.
WHAT TO NEGOTIATE
Shorter terms, or advances on larger contracts.
WHAT TO TRACK
Payment behaviour by customer.
WHAT TO DO ABOUT PERSISTENT LATE PAYERS
Change their terms, or decline further work.
