‘Putting service before rates pays off’

MARIE-LAIS EMOND
MEANING WHAT you promise goes a long way in the express courier business. It starts with the staff, and Millennium Express Couriers has set itself apart in the sector giving all employees equity. This has translated into low staff turnover, high motivation and the service excellence on which MEC ’s reputation rests, says executive director Jenny Turner. “Where MEC differs from the bulk of the opposition is in maintaining a small sales team, with major negotiations conducted at a high level,” says Turner. “All management has come from the industry, introducing into its own business a keen understanding of what the client really wants. It is not about undercutting rates in the highly competitive courier business, but all about service.” Specialisation MEC specialises in overnight deliveries and financial service sector deliveries. For its financial sector clients, MEC provides four individual, customised outbound call centres for specific needs like appointment setting for deliveries. “Meaning what we promise also goes for our accreditations,” says Turner. “It’s crucial to have the Postal Regulator licence and to be a member of Saepa – the express parcel association. More and more people ask for our Empowerdex rating. Ours is AA and probably helped in securing the big contracts with the financial services sector clients and other tenders coming our way.” MEC is also ISOO 9001:2000 accredited. To protect its customers’ precious cargo, MEC operates unbranded vehicles from unbranded premises, with unbranded staff.