ShedTitans Technical CFO for the Shed Industry The shed-industry practice of CodeHaus

04 Logistics

Is your final mile creating advocates or enemies?

How your haulers deliver often decides the customer's last impression of your business. A bad delivery can undo good marketing, sales and production.

How hard is it to get these numbers?

Seven questions. For each one, pick how hard it would be to get the answer today. Then I'll email you what your answers mean and where to look first.

1. What share of deliveries lead to a complaint or a service call?
How to find it

Go through every delivery from the last 90 days and mark the ones that brought a complaint, a service call or a bad review. If the same kind of problem keeps coming up, it's in the system, not one driver.

2. What share of your deliveries go out with your own crew instead of an outside hauler?
How to find it

Write down who deals with the customer at delivery, and count the deliveries each one handles. For outside haulers, be honest about how much say you have in how they treat your customer.

3. What do repairs and rework after delivery really cost?
How to find it

Add up what you spent fixing buildings after delivery last year: labor, materials, travel, credits to customers, and shop time pulled off new work. Compare it with your gross profit.

4. How many deliveries hit a site surprise that added cost or delay, and what did the average one cost?
How to find it

Go through delivery records for site conditions, access problems or prep requirements nobody caught in advance. Count them and estimate the average cost.

5. What share of your deliveries end with a review or a feedback request?
How to find it

Count last quarter's completed deliveries, then count the ones that ended with a review or a request for feedback. Each one that didn't is a missed warning and missed marketing.

6. How fast do you handle service needs after delivery?
How to find it

For last quarter's post-delivery service requests, work out the average response time, the average time to resolve, and how satisfied the customer was with the fix.

7. How much time do people outside logistics spend on delivery complaints?
How to find it

Trace a few delivery complaints from start to finish. Who hears about it first? How does it get escalated and settled? How much time do people outside logistics spend on logistics problems?

Or I check it for you

In the audit, I pull the logistics numbers out of the systems you already run, talk with whoever is closest to them, and check them against your books. Many findings come with a dollar figure, and those go to the top of the list. Some don't, and I won't make one up.

Two weeks, $3,500 flat. If by the end of the first week I can't get to the data I need, I'll tell you then and refund the fee. You walk away with the build order, whether you ever hire me again or not.

Talk to Matthias about the audit