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Overnight parcels — likely to grow
Page 61
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Nocturnal UK parcel operations will continue to grow, predicts Dale Turley, office manager at Milton Keynes-based MK London Link. The firm specialises in daytime loads, although 20-30% of business is taken up with overnight movements.
Like APC's Quentin Abel, he talks of the large number of firms that compete in this market. Years ago, he says, the public associated the parcels market with just one or two household names. Now there is an overnight parcels jungle, with small, medium and large outfits existing within it. Customers are spoilt for choice they have 'product awareness", he believes.
Many overnight companies, he reports, started life as day operations, and evolved into night operators. Growth is to be expected in this sector; aspiring smaller firms should be prepared to offer impeccable customer service. Turley says many customers are fed up with many small, overnight parcel firms, both with the service and the way they are spoken to if they have cause for complaint. 'A lot of people are very disheartened, and a lot of companies are offhand. There is a lot of this attitude with the smaller companies."
He stresses the importance of good presentation for both staff and delivery vehicles. A decent telephone manner won't go amiss, either.
Contacts: National Courier Association www.therica.co.uk