A professional freight forwarder that can reassure cargo owners

Today's story is a bit long. It is a process of mutual growth and running-in between a freight forwarder of Sunny Worldwide Logistics and customers.

With more than ten years of Australian freight experience, we directly meet customer needs and provide customers with door-to-door customs clearance and delivery services, reducing your worry and effort. In case of emergencies, emergency plans will be made within 30 minutes to minimize customer losses.

At any time, some problems cannot be completely avoided, but we can reduce the occurrence of problems and deal with them professionally and promptly.

Initial communication:

The communication with Mike started in May 2021. At the beginning, Mike just took some of his previous cargo information to come to me to get the price of Australian bulk freight, because we have more than ten years of Australian freight experience, find for customers a very advantageous channel for bulk cargo to Australia, so I quickly provided a freight quotation based on his cargo information.

In addition, his goods are furniture, and they are shipped to Australia. According to our experience, furniture generally contains solid wood, and Australia has requirements for wood products: it must be fumigated and a Chinese fumigation certificate is required, so I quote at the same time, Reminds Mike of the import shipping instructions for Australian wood products.

In addition, I suggested that Mike's goods should be framed with wood, which would prevent damage in transit, and sent him some pictures of the packaging of the furniture we sent earlier.

Client Background:

He could feel that our company is very professional from the speed of my quotation and the reminder later, so Mike told me his real situation and hoped that I could give corresponding suggestions.

Mike and his friends have partnered to open a furniture store in Australia, targeting the mid-to-high end, and have their own warehouse in Perth. Mike is very talented and they design their products all by themselves. After designing the style, the drawings are sent to the factory in China, and then shipped to their warehouse in Australia for sale. They have been operating this way for 12 years.

Client needs:

In the past 12 years, FCL was used for transportation, which can save most of the freight, but the time limit is relatively long, and it is necessary to wait for all the goods to be produced before transportation. And a large part of Mike's customers want to directly customize their own styles, or customers like one of their products, but the warehouse is temporarily out of stock, and he can't replenish these products in time.

This time he asked about the price of bulk cargo because a customer wanted to buy a product that happened to be out of stock, and the customer couldn't wait until the next full container was delivered, so he wanted to see if he could find a new shipping method that lets us deliver his goods directly to the customer's address.

Situation Analysis:

After he told me about it, I thought this method was fine, because many of our customers were traders, sourcing goods domestically, and then let us ship the goods directly to his customers.

So I told him it was perfectly doable and there were some traders who were already doing it. In addition, if he does not want any factory information on the package, we can provide him with re-labeling and packaging services, and we provide door-to-door service, pick up from China factory, ship by sea, and then handle customs clearance after arriving in Australia. And it is delivered to the customer's address without requiring the customer to do more work.

In the communication with Mike, I showed him some of our company's previous service experience, as well as the video of our office, and finally Mike told me: He thinks our company is very professional, so he is willing to try it once.

Cooperation starts:

We started our first collaboration. Because the goods are wooden products and they are shipped by sea, I suggest Mike to make the wooden frame and tell him that because the shipping process will involve more than three manual handling and loading and unloading, there is a great risk that the goods will be caused by accidental collisions and possibility of deformation or damage. However, considering the cost, Mike rejected the suggestion of framing. We also respected his choice and told the staff to be careful when carrying it. Fortunately, the first shipment went very smoothly and was delivered to his client at the agreed time.

An accident happened:

Soon we started the second and third cooperation, but soon because the goods did not have a wooden frame, the outer packaging of one shipment was damaged, and after opening it, it was found that the goods inside were also deformed.

Solve the problem:

When I found out about this, I immediately notified Mike, sent him photos, and filed an insurance claim.

Since the goods were deformed and could no longer be sent to his customers, we discussed with Mike and shipped the goods directly from Sydney to the customer's Perth warehouse via DHL. And because the goods were damaged and there was no way to deliver the goods to his customers, the order was cancelled.

Experience summary:

After this accident, our team held a meeting to discuss and summarize the reasons and solutions, and I wrote an email to Mike about the results of our team's discussions. Mike is very gentle and this breakage of the product has cost him a customer. While the insurance covered some of the loss of cargo, there was some loss. However, he was very appreciative of the reasons we analyzed and the solutions we provided, and we gave very appropriate remedies in time when things happened.

Because of this problem, Mike also realized the importance of packaging. A small part of the cost of the wooden frame saved at that time has led to more losses now, and because of this problem, Mike once again affirmed our professional service, and soon began a follow-up long-term cooperation with us.

Sincere reminder:

To transport products from China to abroad, during this period, they have to go through inland transportation, and they have to drift at sea for many days or even more than a month, and then they can be delivered to customers after loading and unloading conversion by some other transportation methods.

The time is long and the distance is long. No matter how careful you are, problems are inevitable. What we can do is to avoid emergencies as much as possible based on our experience and professional advantages.

When the situation occurs, our team will also provide the best solution very quickly and professionally, and try our best to minimize the loss of customers. This is the best service we can provide, and we hope that more people can experience our professional services.

It's long and impressive. Chelsea has won the trust of customers with the perspective of empathy, and won the praise of customers with precise and meticulous service.

The hard-working girl was still loading at 9:00 pm last Friday, and the container was transported from Shenzhen to Miami. Let's cheer for her!

This is only part of the advantages of Sunny Worldwide Logistics sales. Service stories of other businesses are still being updated, so stay tuned!