The first collection for a new courier account, set up right

1 day ago
3 min read

Introduction

A business decides to move its shipping. That is a bigger decision than it looks, because their customers see the courier and not the courier's client — a bad delivery experience becomes the shop's problem, not yours. The business has taken a risk in switching and is watching the first week closely.

The first collection is where that risk either resolves or is confirmed. Arrive at the wrong time, take parcels that are labelled incorrectly, or leave without explaining what happens next, and the customer starts looking for reasons to go back to what they had. The first week is decisive.

1. The first collection for a new courier account needs a proper setup call

Do not let the driver be the onboarding. Have the conversation first.

Agree the collection window and stick to it

A daily slot, and whether it is fixed or on request. A business packing to a deadline needs to know when the van comes. Confirm it in writing.

Find out what they actually ship

Volumes, sizes, weights, fragility, anything restricted or requiring special handling. Discovering a two-metre item on the first collection is nobody's idea of a good start. Ask about the outliers.

2. Sort out the labelling and systems first

Most first-collection problems are data problems. Fix them before the van arrives.

Check the labels before collection day

Get them to print one and check it. A whole day's parcels with an unreadable label is a day of delays and a very bad first impression.

Connect their systems properly

Whatever they sell through, make sure orders flow into shipping without manual retyping. Manual entry produces errors that will look like your errors. Test it with one order.

3. Explain what the customer's customers will experience

This is what the business is actually buying. They are buying their own reputation.

Tracking, notifications and delivery options

What the recipient sees, what messages they get, what choices they have. The business needs to be able to answer questions about it.

What happens on a failed delivery

Re-attempts, safe places, neighbours, returns, and how long before a parcel comes back. This is the thing they will be asked about most.

4. Set up the exception handling before you need it

Everything works until something does not. Plan for the exception.

Give them one route for problems

A named contact or a specific channel, and a realistic response time. A business chasing a lost parcel through a general line is a business writing a bad review.

Explain claims and cover clearly

What is covered, what is excluded, what the limits are, how to claim. Set this out before the first lost parcel rather than during it.

5. Follow up in the first fortnight

Early contact is what makes the switch permanent.

Check in after the first week

Ask what has been awkward, whether the timing works, whether anything needs adjusting. Small irritations fixed early prevent a quiet return to the previous supplier. Ring rather than email.

Review the volumes and the pricing honestly

If they are shipping differently from what was quoted, say so. A conversation now is better than an invoice surprise in month two.

Conclusion

A business switching courier has taken a real risk, because their customers experience you and blame them, so the first collection is watched closely. Do the onboarding properly rather than leaving it to the driver: agree a collection window, and find out what they actually ship before you arrive.

Check a printed label before collection day and connect their systems so nothing is retyped, since most first-collection failures are data failures. Explain what the recipient will see and what happens on a failed delivery, because that is what they will be asked about. Give them one route for problems, set out the claims position in advance, and check in after the first week.