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Issue Twenty One - Summer 2002
The
Urgent
W O R D
The URGENT COURIERS Newsletter, Fax: 307 3599, Phone: 307 3555, Net: www.urgent.co.nz
MDÕs Update On 17th of September 2001
Welcome to Urgent Couriers’ first
Urgent Couriers opened a
branch in Wellington. Since
that date our Wellington
Wellington
newsletter for 2002. This newsletter will team has grown to 5 couriers. We initially purchased a local
enlarge on the issues mentioned in our operator called Apollo Sprint, which provided us with a great start
Christmas newsletter and also includes a and since then we have steadily gained customers.
If you are a client of Urgent Couriers in Auckland, having us work
couple of special offers for you to be
for both of your branches has the following benefits;
involved in.
1. You can have consistency of pricing for both branches and
Last year saw some significant change we will take into account your combined expenditure when
for Urgent Couriers. First, we calculating which rate you qualify for.
successfully tendered for the contract to 2. You can receive one statement for both branches if you wish.
3. The same level of awesome service that you receive in
deliver the groceries for Woolworths
Auckland is replicated in Wellington.
Online. Second, we opened a branch in 4. Utilising the Internet to book jobs and access invoice
Wellington and third we completed our information for both accounts from either office.
first sustainable development or triple
bottom-line report. Each of these For the next 6 weeks Urgent Couriers is
initiatives will be discussed in depth later
in the newsletter. Special running a special promotion for Auckland
clients who wish to try our Wellington
Offer service for the Wellington branch. Each
week 5 customers will qualify for a week’s
We have also included a new section trial in Wellington free of charge. The
called "Good, Bad & Ugly". In this following conditions apply:
section we relate customer service stories
that members of our team have 1. Courier deliveries for regular business use only: 15min 30min
1hour and 3hour in our Wellington designated city and
experienced recently giving them a good,
suburbs area from 7am through to 7pm Monday to Friday.
bad or ugly rating. 2. The trial is limited to the average value of courier services
that you have received from your existing courier provider.
Currently we are looking for new recruits We would require a copy of an invoice from your existing
to join our courier fleet. We have supplier as verification.
included an ad for new couriers later in 3. Your deliveries are booked using Urgent Couriers’ website.
this newsletter. If you know of anyone
If you would like to take part in the special offer or would like
who you think would suit courier work Urgent Couriers to put a proposal to you for your Wellington office
please suggest they contact us. please contact steve@urgent.co.nz.
Regards Steve
Contents
Urgent Couriers and
Regal Drycleaners 2 Internet Enhancements 4
Md’s Update 1 Sustainable Development Report 2 Internet Promotion 4
Wellington 1 The Good, The Bad & The Ugly 3 Comings and Goings 4
Woolworths Online 2 New Couriers Needed 3 Awesome Customers Club 4
Ò S E T T I N G T H E S T A N D A R D F O R T H E C O U R I E R I N D U S T R Y Ó
THE URGENT WORD - PAGE 2
Urgent Couriers
Woolworths Online
In our last newsletter we mentioned that Urgent Couriers had been
Regal
and
successful in gaining the delivery contract for Woolworths Online.
This new area of business is an exciting development for Urgent
Drycleaners
Couriers with considerable growth in the last 10 months. We now have Urgent Couriers and Regal Drycleaners
5 refrigerated trucks doing the Woolworths Online shopping deliveries are discussing a possible partnership
fulltime. Why not visit Woolworths Online at www.woolworths.co.nz. to provide a specialised delivery
and take the hassle out of ordering your office, cafeteria and liquor service. Regal Drycleaners is the only
supplies. central Auckland drycleaner using an
environmentally friendly drycleaning
Special As a client of Urgent Couriers you qualify for a
process. This process is not only
better for the environment but also
Offer special offer if you trial Woolworths Online for
your cafeteria deliveries during March and April
better for your clothes. Regal have
been voted best drycleaner in
2002. Register and shop on the Woolworths website and your first 3 Auckland by Style Magazine and are
orders will be delivered to your workplace with no delivery charge. Of recommended by New Zealand’s
course you are still required to pay for the goods. It is as simple leading fashion designers.
selecting Urgent Couriers’ Newsletter under the “where did you hear
about?" section of the registration page. There are three delivery We have included a short
windows to choose from, if you don’t need your delivery early please questionnaire with some newsletters
choose the midday window, as this is where we have the most capacity. regarding this proposed service. We
Don’t despair, if you are an existing customer of Woolworths Online would really appreciate those who
you too can qualify for 3 deliveries without delivery fees by e-mailing receive this questionnaire taking the
homeshop@woolworths.co.nz and entering “Urgent Couriers’ time to complete this it. Completed
Promotion" in the subject line. surveys will receive complimentary
drycleaning to the value of $20.
Sustainable Development Report
We have done it!
That’s right we have completed our first Sustainable Planet
Development Report (SDR or triple bottom line report). The SDR highlighted Urgent Couriers’ carbon
An SDR is a report of an organisation’s performance emissions as the key area we need to improve our
from three perspectives People, Planet and Profit. We performance. To offset our emissions we would need
have made our first report a warts and all in depth 203.5 hectares of native forest in perpetuity. An
look at our performance in these areas. It has been a encouraging aspect of the measurement process is that
challenging task however at the same time very it has highlighted a 25% difference in fuel usage
rewarding, as it has highlighted some areas that are between drivers with similar vehicles. This difference
real strengths at Urgent and also highlighted some provides significant opportunity for Urgent Couriers to
areas that need significant improvement. In this improve its performance by driver education and
newsletter we do not have the space to detail the vehicle tuning.
contents of Urgent Couriers’ SDR, we will outline the
major issues facing Urgent Couriers from each of the
perspectives. If you would like to view the complete
report it is available on our website www.urgent.co.nz
Profit
by following the link to triple bottom line. Urgent Couriers’ biggest challenge from this
perspective is to maintain its charge rates at a level
that our couriers can make a reasonable living. In the
last 10 years the effective income of a courier has been
People/Social eroded by the level of competition in the industry.
The SDR has highlighted the training and review Competitors have been determined to hold prices at
processes in place for Urgent Couriers’ operations team similar levels to 10 years ago in a bid to gain
as a key area where Urgent Couriers is performing well. customers without considering the consequences to
We have structured processes to induct new recruits the people performing the job. This directly
and to review their performance. On the other hand contributes to the turnover of couriers as identified in
the SDR has highlighted the level of turnover in the the people perspective.
courier fleet as a key challenge for Urgent Couriers.
Ò S E T T I N G T H E S T A N D A R D F O R T H E C O U R I E R I N D U S T R Y Ó
THE URGENT WORD - PAGE 3
The Good, The Bad & The Ugly
second boat and had us kitted out in lifejackets and
In this section of the newsletter we are highlighting ready to go.
service excellence that we have experienced and also
not so excellent service. As it turned out Dart River Adventures had a far superior
product to the bigger operator who had mucked us
During the Christmas break Steve Bonnici holidayed around. If we had gone with Dart River Safaris, we
in the South Island, he relates one of his experiences. would have travelled by van beside the river on the
upwards journey and then “enjoyed" a bush walk to the
One of the places we visited was Glenorchy at the head
river before being picked up by the jet boat for a 45min
of lake Wakatipu. While there we decided to go on a
ride back down the river. By taking the Dart River
jet boat trip up the Dart River. Not wanting to miss out,
Adventures trip we boarded the boat at Glenorchy and
we got up early in the morning and visited the offices
went both up and down the river on the jet boat
of Dart River Safaris at 8am. We were told that they
spending 21/2 hours in total on the water and travelling
had two spaces left for the morning's Safari and to
much further up the river than we would have with the
come back at 9am to gear up for the trip. Although we
opposition. As the driver of our trip pointed out the
offered to pay for our trip at that time, we were told it
best scenery is to be had while travelling up the river
was not necessary.
because you are looking up into the mountains.
When we returned at 9am the story had changed. There
were no longer any places available on the trip, but we
were advised that we could wait to see if there were any
C
In summary Dart River Adventures receives a “GOOD"
rating for “can do" attitude and their personal friendly
no shows of booked passengers. While we were waiting
C
service. On the other hand Dart River Safaris receives an
"UGLY" rating for making a commitment and failing
another couple arrived and we overheard them saying
to keep it and for treating NZ customers as second class.
their name, where they were staying and that they had
Please e-mail steve@urgent.co.nz if you have good, bad
just called and been promised two places on the
or ugly customer service from Urgent Couriers. At
morning trip (they happened to have an American
Urgent we constantly strive to excel in customer service
accent and be staying at a $1200 per night resort). It
and your feedback is vital part of monitoring our
seemed at this point that our places had been given
progress.
away to “more important customers". At the same time
we saw another family having similar problems, they
had also been told there was space and upon arrival
found they had no booking. The Dart River Safaris’
guide suggested that perhaps they had booked with the
competing boat trip operators.
By now feeling very frustrated I asked who and where
the opposition were and were given vague instructions
on how to get there. We arrived at the motor camp just
around the corner where Dart River Adventures is based.
After telling our tale of woe to the owner and
indicating that the other family of 4 was also on their
way, the owner took a refreshing “can do" attitude.
Within 5 minutes he had woken up the driver of his
to help cover initial expenses. Recruits must be able to
New Couriers supply their own modern vehicle (1995 or later) in the
colour black.
Needed
Becoming a courier is an opportunity to gain experience
Motivated organized people are in high demand at Urgent in business while working under the umbrella of an
Couriers. Do you have a friend or family member who existing organization. It is a fantastic life experience to
loves to drive courteously, can follow instructions and gain business knowledge that can be expanded upon at
would like to be self-employed? We currently have any time in the future.
openings for couriers so why not give us a call and find
out more details for them. This could be a great opportunity for a friend or a
member of your family to become part of the team with
At Urgent we have excellent starter support for new the best courier company in the Auckland area. For more
recruits including accounting knowledge and backup details contact recruitment@urgent.co.nz or telephone
from professionals at Hayes Knight, plus a 3 month loan Mark 09 307 4021.
Ò S E T T I N G T H E S T A N D A R D F O R T H E C O U R I E R I N D U S T R Y Ó
THE URGENT WORD - PAGE 4
Internet Enhancements
To speed up job booking on the Internet we have suburb fields are automatically completed. For
developed a personalised database for you to add the instructions click on News and then Autocomplete. If
names and addresses of the places you regularly send you have any questions phone Karsha or Deane on
packages to. When booking your job you then choose 3074023 or 3074024 respectively while you are
from the preloaded list and the name, address and connected to our site.
Comings Internet
and Goings Promotion
Richard from the despatch team has left to head off on an OE. Kesa
and David from the call centre are taking on a shared role in Internet Trial
Customer Service and Hugh is taking over Richard’s despatching Try our Internet booking in March
duties. and every job you book puts you
into the draw for a $200.00 dining
Karina has left to live in Tauranga and we would like to welcome to voucher for Almaza restaurant in
Jennifer who is taking over Karina’s position as accounts assistant. Epsom. Email deane@urgent.co.nz
Finally we would like to farewell Chris from the call centre who is to get your log in details. Existing
going to university and welcome back Agnes who has returned from Internet clients will automatically
maternity leave. be entered into the draw for a
double movie pass each week of
March and April.
Awesome Customers Movie Pass Winners
Club Winners Lisa
Adam
MH Group
Trade Tools
Jim Blackwoods
Lunches Susan Dunham Bremmer
September McDonalds Head Office Chris Sentra Print
October Jupiter Air Keighley Young & Rubicam Wellington
November Tech Pacific Jeff Instant Office ET
December Raynish and Partners Natalia Lep Industries
January Young & Rubicam Freedom Jupiter Air
February Oliver Young Paulette Wickcliffe Design
Ali Network Communications
Account Rebates Rachael Mitre 10
September Tourism Auckland Mike Daimler Chrysler
October Aim Proximity Laurence Tech Pacific
November 3M Nina Market Dynamics
December Sanitarium Health Luana Flint Inks
January Mitre 10 Melanie Young and Rubicam
February Blackwoods Mt Wellington Megan Phillips Fox
Michelle Independent Liquor
Maryann AIAL
Ò S E T T I N G T H E S T A N D A R D F O R T H E C O U R I E R I N D U S T R Y Ó
