Editorial Damaged image
Page 4
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While the campaign to improve the image of road transport is not yet actively in the public eye, things are happening. The campaign, first launched by CM and now being planned by the Society of Motor Manufacturers and Traders will become apparent later this year.
In the meantime, however, the image seems destined to suffer more erosion — one could almost say daily. If our experience is any guide the general public cannot be blamed for thinking that road transport is inefficient and not particulalry well staffed.
We hear so much of the efficiency of express carriers. Indeed, we got to the point of believing it all, until we put the services to the test.
Can carriers expect to win public confidence on the evidence we gathered? We think not. Parcels not collected; parcels not delivered; a parcel with broken contents. All that was after a mixed bag of reception from a number of controllers at traffic desks.
The industry refused to finance our campaign. We begin to see why. The finance is coming from other sources. The industry has habitually kept its head down. We have ceased to wonder why.
Who has the industry been training and in what, these past twelve years? It is essential for the proprietor to understand the profit and loss account or a driver to pass his hgv driving test — but what about the others? The receptionist and the traffic controller are essential links in the chain. They can be the difference between profit and loss.
We hope that this week's revelations will encourage everyone to look at their customer service or lack of it. We found too many warts on the image and we suspect we'll find more as our investigations continue.
Beware of complacency. We could be looking at you today.