Tuesday, October 25, 2011

Ditched Helicopter Award for FedEx

I recently needed to ship a number of my books to Dubai. Fortunately, I started out by Googling “Couriers to Dubai” and discovered interparcel.com where I could enter details of my package and they then come up with the cheapest option. This was £63.40 with FedEx.
So I then packed up the books, went onto the FedEx website only to find that you first needed to set up an account, which I completed and they said an agent would call within 24 hours to get it all organized. Sure enough a few hours later I got a phone call who asked details about me and my company and she said, “You don’t need an account if it’s just a single shipment you’re making you can just do it straight through the website.”
So I then went on the website only to find that you DID need an account so I called them and a very robotic person told me that, “Yes, the only way you could ship in this situation was to do it through her over the phone,” so I thought, “Okay” so we went through the process until we got to the end when she told me the price would be £101.50!
I told her that I’d been quoted £63 and she said, “Oh that must be by Inter[parcel or Parcel2Go, they’re much cheaper than we are.” “But it is still FedEx that they’re shipping through,” I said “Oh yes but they’re much cheaper than us. Would you like to go ahead?” “Why would I want to go ahead with you if I can get it significantly cheaper elsewhere?” to which the reply was, “I don’t know.”
This was really a poor experience, there must be a better way of FedEx handling this situation both to their benefit and their customers’ benefit and as a result this month FedEx get a well deserved Ditched Helicopter Award.

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Roger Harrop, The CEO Expert, has spent over 25 years leading international business at the highest level, ultimately a plc, putting him in a unique position to deal with contemporary business challenges. He is ranked in the top 10 of Management and Strategy Speakers worldwide by Speaker Wiki and twice voted by the members of The Academy for Chief Executives 'Speaker of the Year' He is an, Oxford, UK based, international motivational business growth speaker who inspires and entertains his audiences with his acclaimed Staying in the Helicopter® programmess. Over 20000 CEOs, business leaders in 40 countries have achieved transformational change through his thought provoking and entertaining talks laced with real-life stories, anecdotes and humour. Roger is an author, accredited SME business advisor, mentor, and independent director and has run businesses for major multi-national corporations. He is a Past-President of The Professional Speakers Association, a former Vice-President of The Institution of Mechanical Engineers, and a Liveryman with The Worshipful Company of Marketers.