Forwarding plan comes together

LEONARD NEILL
TWO YEARS since his decision to move into the forwarding field, Customs Services managing director Chris Scott says a valuable lesson has been learnt.
“The computer and the internet are essential to our working life, but they will never replace the human touch. Dealing with clients has shown us clearly that person-to-person contact is not replaceable.
“We have experienced a great deal of growth in the past year. It has meant more and more information being fed into the system. Technology is a real boost to rapid and efficient operating, but even when we have it all in place the clients appreciate the face-to-face communication factor.”
Customs Services was strictly a clearing agency until Scott and his management team moved into the forwarding field two years ago. This, he says, has opened new doors. “It has brought us a number of new customers, many of whom complained they were not regularly informed of the status of their shipments.
“We have also ensured that the agents we deal with outside the country are on their toes when it comes to providing us with this information down the logistics chain. If they are not up to scratch, we break away from them.”
Scott believes that quality service and competitive rates have made the difference.