When customers choose to engage with a freight broker like Velocity Transport, they aren’t just trusting that broker with a quantity of product. They are trusting that broker with the future of their business.
Velocity Transport and our network of carriers become the final face of our customers’ businesses. That means we are obligated to live up to the standards our customers have in place, from timely delivery to clear communication to facilitating professional business interactions.
Unfortunately, many freight brokers don’t live up to those standards. This was the problem that ultimately led MFS Supply to Velocity Transport around four years ago.
The Customer: MFS Supply
MFS Supply is a property preservation supplies and REO supply company with a robust digital storefront and tenured reputation for dependability, affordability, and great customer service. They serve a wide range of buyers, from individual home-flippers to large-scale home renovation businesses.
MFS bills itself as a one-stop-shop for its customers nationwide. With a broad geographic reach, a massive inventory of products, and products with very different shipping needs, top-tier logistics is a priority. Logistics at MFS Supply is led by Todd Yuengst, a logistics veteran with over 20 years of industry experience who has worked with many freight brokerage teams.
The Problem: Brokers Negatively Impacting MFS Supply’s Customer Relationships.
Like most freight brokerage customers, MFS Supply has to trust that their brokerage partner will live up to their own internal standards for customer service. Doing that requires a dedication to over-communication when things go right and especially when things go wrong.
The final straw for Todd and MFS Supply with a previous broker was a moment of under-communication. MFS had a high-priority shipment that was expected to arrive at an important customer’s facility. Two hours after the expected arrival time, MFS Supply was notified that the shipment was extremely late. The kicker – Todd heard about the delay from the customer, not the freight broker.
In fact, Todd and MFS Supply never received an explanation from their broker, despite the fact that the broker’s failure to communicate nearly cost MFS an important customer. A change was necessary.
The Solution: Operating with #IntegrityFirst
Every freight broker claims that communication is a priority, but at Velocity Transport, we keep our word.
From his first conversation with Velocity, Todd communicated MFS Supply’s needs clearly. They ship across the country, and their customers often hire 4-5 man teams to unload products upon arrival, so if a shipment is late, their clients are taking a loss on that team’s time. Todd also walked us through the unfortunate incidents that led him to change brokers.
Our strategy was simple. We established a single, consistent point of contact for MFS who would provide the exact service Todd was looking for; as he put it, a “quarterback for our projects.” From there, we just had to live up to our core values! We’re passionate about the value of communication, even when we have to deliver bad news. Our customers should never hear about a transportation or logistics issue from their customers.
Over-communication is foundational to how we do business. We provide prompt estimates for loads, deliver regular updates regarding shipment statuses, notify customers immediately if any issues arise, supply proof of all deliveries, and make sure our customers can always reach a real person when they call us, no matter when that is.
In The Customer’s Own Words:
“What separates Velocity from 99% of brokers out there is that they mean what they say when it comes to communication. We’re a company that needs updates – delivery updates, unload updates, incident updates – and Velocity delivers on that.
Velocity also provides a personal touch. They have an old-school customer service mindset. Handshakes mean something to them. I can always get a real person on the phone. I’ve been in the industry for 20 years and I’ve never seen anyone like them.”
Todd Yuengst – Logistics, MFS Supply