Due diligence in LTL shipping can go a long way in customer service and bottom line success.
By: Tony Jenkins
While carriers may not prioritize customer service, you can protect yourself by packaging effectively, taking insurance, and documenting everything.
I grew up in the salvage business and spent 25 years working for building material manufacturers. Customer service and relationships were always emphasized. My grandfather and father aimed to build a salvage business that customers would return to, and the same principle applied to building materials, where relationships were paramount.
When I entered the shipping business in April 2020, I quickly realized that the shipping industry moves too fast for carriers to prioritize customer service. They view your shipment as just another box/pallet/pail/bundle/carton/tote/drum, etc., moving from point A to point B. As a result, it’s crucial to protect yourself when shipping LTL. Here are three ways to do so:
Package for Success
Our business has shipped several thousand LTL shipments over the last few years. One of the biggest mistakes we see is shippers who do not adequately protect their shipments. Ask yourself these questions when assembling your package/pallet:
1. Will the part stay on the pallet?
2. Is my pallet strong enough to withstand the journey?
3. If something falls on my shipment, is it protected?
To get more information on packaging, I recommend Googling “Packaging requirements for LTL freight.” Many carriers provide excellent resources on how to secure your freight for LTL shipping.
Take the Insurance
Insurance is a necessity, especially when shipping used parts. Before entering the shipping business, I scoffed at the idea of buying shipping insurance. Now, I wouldn’t ship anything of value (usually over a few hundred dollars) without it. My first experience involved a used motor that was dropped by the carrier, cracking the block. Without insurance, the yard received only $35 on a $3000 motor after eight months of negotiation. Carriers typically reimburse at ten cents per pound for used parts. Insurance can cover shipments valued under $5000 for around $30 with no deductible, making it a worthwhile investment.
Protect Yourself
Beyond packaging and insurance, protecting yourself means thoroughly documenting your shipments. This documentation should include:
1. Photos of the part being shipped
2. Photos of the part on/in the pallet/container
3. Photos with a measuring tape showing all dimensions (LxWxH)
4. Photos of the shipment on a scale
Documenting your shipment can prevent and resolve issues with carriers. For instance, we had a 250-pound transmission shipment incorrectly billed as 5000 pounds. Resolving this required extensive documentation and persistence, as carriers prioritize their protection over yours. While carriers may not prioritize customer service, you can protect yourself by packaging effectively, taking insurance, and documenting everything. These steps ensure your shipments are secure, properly insured, and well-documented, safeguarding your business against potential losses in the LTL shipping process. Remember, carriers are focused on their protection; you need to focus on yours.
Tony Jenkins grew up in the salvage business (Birmingham Auto Parks, Birmingham, MO) and his family still owns a salvage yard in Kansas City. After spending 25 years in corporate America, in 2020 Jenkins started InXpress 308. Today, the majority of the business for InXpress 308 is with salvage dealers and other related industries. InXpress 308 is the only place where you can ship blinker fluid, flux capacitors, and muffler bearings for free. To learn more about Jenkins and his background, visit https://www.linkedin.com/in/asjenkins.
