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What this enables us to do |
What this means we can't do (the trade off) |
1- Size (TFL is small but perfectly formed)
We don't have acres of warehouse space, hundreds of staff, a complex chain of command or 1000's of customers. We are not governed by complex manuals of processes and procedure.
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- This means that we know each of our customers and they know us.
- This means that we can respond quickly to your needs and can make decisions fast.
- This means that we can take a common sense approach to fulfilling your needs rather being a slave to a corporate system.
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This means we can't fulfil requirements where 10's of thousands of large items need to be stored and shipped regularly. Mass fulfilment is not the business we are in and we do not want to be |
2- People (TFL employ only intelligent, dedicated and caring people)
Our hiring policy is strict and we won't compromise it ever. Our business model is built around delivering superior customer care and that can only be achieved with caring, dedicated and intelligent staff. Having intelligent, caring and dedicated staff means that we can ensure a highly accurate service.
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- This means we will deliver your goods to the right place every time.
-This means that we will dramatically reduce the number of breakages by packing your goods with the same care as if you were doing it yourself.
- This means that our staff will think before they act. We don't employ robots so if something seems wrong we will check.
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This means we can't offer rock bottom prices. Sorry but good staff cost more especially if you want to keep them. We won't employ monkeys so we can't charge you peanuts. The good news is that when you take into account the lower error rate, cost of damaged goods, lost customers and lost reputation we do offer better value than our competitors. Remember there is a big difference between cost and value |
3- Culture (TFL has a genuine culture of care)
Culture is very important for any business. In many ways it is the factor that differentiates a great business from a merely good one. Most business will talk a good game when it comes to customer care but few will deliver on their words. With TFL our entire business model is centred on a culture of care.
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-This means we will spot and correct errors where other companies would not.
- This means we will check with you if we are unsure about anything.
-This means we will take responsibility for our errors and correct them.
- This means you feel like a valued customer …… because you are!
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This means we can't have 100's of customers. We need to get to know each of our customers well and this takes time and effort. We simply can not do this for more than few dozen customers. We won't compromise our culture of care by being greedy. |
