'Lines must regain lost goodwill'
With global activity levels rising, shipping lines must focus on instilling greater levels of reliability and sustainability into their service levels, they have been warned.
Chris Welsh, the UK Freight Transport Association‟s General Manager of Global & European Policy, this week urged lines to rethink short-term business strategies that have impacted on customer confidence.
He said: “In recent times, shipping liners have, perhaps understandably, been fixated on solving their own financial problems, but in doing so have lost sight of customer care and focus.
“Now, with volumes picking up and vessel space being described by some as „tight‟ – helped largely by increased activity from Asia and India – lines must try to win back some of the customer confidence that has been dented by short-term business strategies.”
As demand increases, there is an opportunity for lines to recover some of the goodwill lost by low levels of customer service, he added.
“The prevalence of slow-steaming, as lines try to reduce fuel costs, has been badly managed and has had a detrimental impact for shippers as they foot the bill for delays, supply chain disruption, rollovers, late notification and port of call issues.
“We expect lines to take steps to conserve fuel and take out cost, but, frankly, with trade on the rise again, shippers have the right to expect better treatment and more joined-up supply chain solutions.”
Source: Kizzi Nkwocha, IFW News, 11 June 2010