I had a flasback - of some extreme nastyness.....
It's been a wrufff weak of fighting like cats and dogs with the banking industry - not the candidates from the Brain Surgery Institute.....
In a nutshell, if if doesn't go neatly into a flowchart, the cunts can't and won't fix it.....
And I am not that interested in gloating about the failures of Australia Post....
I really don't fucking care any more.
But I flashed back just then to the incidents - and the fuel that was added to the fire, that inspired me to write about Australia Post and - a quick blip to the news and Bingo...
"Epic Failure"
The "6 Million 'Dollar Man" (Fahour) plans to push out a whole heap of voluntary redundancies after revealing they have pushed Australia Post $500 million further down the shitter.....
And one guy published this article why he fucked Australia Post off....
I read it and thought, "Well Oh Duh!" - this blog as a composite, ought to be published as a manual on how to NOT do business ever.
This blog has been up here and growing slowly over several years now and while some changes have taken place - the essential "dumb fuckness" rolls on.
This guy - has a $100K annual postage contract with Australia Post - i.e. he is paying them to ship his gear - and in the face of incomprehensible dumb fuckness and heavy handed stupidity - he gets a better deal in the form of service and price else where - the people running Australia Post, then offer even worse service and he pulls the contract entirely.
"Duh.", (+ the gloating LOL)
And despite all the well deserved flack thrown up at Australia Post and it's incompetent management, the lock step "corporate flow chart" stupidity just keeps right on rolling along....
http://www.brw.com.au/p/business/dear_australia_post_here_reasons_TNo4FRu2NjP1GMB2geNjuL
Push buttons to lose bulky account: DailyJocks.com founder Nicholas Egonidis explains the four reasons he’s swapped Australia Post for DHL Global and other alternatives.
The sorry state Australia Post finds itself in at the moment is entirely of its own making.
As a business owner in the online retail space, I can attest that up until recently Australia Post just about held a monopoly on moving your goods to your customers.
But they failed to innovate and somehow missed the tsunami of online retail Australians were embracing, even though they were possibly the best positioned to capitalise on it.
Australia Post was best described by one of their employees as a beast, like the Titanic, almost impossible to turn around. This imagery has stuck with me because my own experience with Australia Post borders on the comical.
After reading about Australia Post’s decision to sack a further 1,900 employees I just shook my head - it shouldn’t come to this. Sacking thousands of people is no way to transform a business that has a desperate need for good people and no doubt there are many good people who will soon be unemployed.
Australia Post has one of the largest retail and warehouse distribution networks in the country and a property portfolio valued in the billions. How could a business like this fail?
As the founder of an online retail company, DailyJocks.com, postage and logistics is an integral part of our customer experience. We ship 100,000 packages a year and up until November last year were solely using Australia Post for both our local and international packages, the latter of which accounts for 90 percent of our volume.
If you’re listening Australia Post management, here is some feedback from a customer who formerly had a $100,000 a year account with you.
NO NEGOTIATING
During the process of negotiating contract rates and service, an open and respectful dialogue is essential with business partners. Australia Post assigned a ‘virtual operator’ who is based in a call centre and had limited knowledge about the products. They had no authority to negotiate prices or service levels.
I never got to meet this person and they refuse to come and visit your office or build a relationship. Any question needs to be emailed so it can be directed at the correct person for that department. Any negotiation about price is met with a brick wall.
Business tip: Actually meet your customers face-to-face, nothing will beat that contact.
NO BUSINESS MANAGER
Australia Post has hundreds of products, each with their own service levels. While you don’t expect one person to be familiar with everything in an organisation of Australia Post’s size, I had an expectation that someone would be assigned to my account, considering its volume, to let me know about new products Australia Post offers to help make running your account easier and providing a better delivery service to customers.
I would expect this person to be my contact to help me when packages go missing or to answer my questions before we embark on a growth trajectory to see if they can be part of the journey. Business Tip: Sales people’s time is better spent on the road developing relationships and meeting customers, rather than moving their work to a call centre.
NO CONTINUOUS IMPROVEMENT PROGRAM
DailyJocks.com invests in web development on a daily basis as technology is the core of our operations being an online retailer. Our goals are to make it easier for customers to shop and for my team to be able to do their job and excite our customers by the shopping experience.
However, this didn’t seem to be a shared concern for Australia Post. As an example, our international packages required three elements to be attached to each envelope:
1.An address label.
2.A prefilled customs declaration form.
3.A clear A3 Self Adhesive pocket that would house the Customs form.
We were approached by DHL Global Mail, who listened to our requirements and worked with us to create a solution that connected our website backend to its shipping platform and the end result was that we only needed a single address label, that has a built in customs form. We saved over 20 hours per week, 10 percent off our postage costs and now offer free global shipping on all orders placed through our site.
DHL won an advocate and a fast growing account - our volumes have increased 40 percent in six months. Business Tip: No business is perfect and there is always room to improve, identify key projects in your business and star the process to improve.
LISTEN TO CUSTOMERS AND ASK QUESTIONS
It seems that for many years, Australia Post was already disconnected from its customer base. Earlier this month I was contacted by Australia Post to renegotiate my contract rates and they noted that my account wasn’t shipping as many packages as last year. Their solution was to double my rates. The truth was we moved to a new provider who listened to our concerns and took action to secure our account with better service, support and pricing.
Companies that fail to listen and innovate do so at their peril. While Australia Post management may they think they’re at the forefront of online retail parcel riches, they are moving into territory where they are not the most competitive or advanced.
Business Tip: Don’t ask for feedback if you aren’t going to listen and take action. Find out if your customers are happy and if they are planning on taking their business elsewhere, you may be able to fix the relationship before it walks out the door to your competitor.
Nicholas Egonidis is the founder and CEO of DailyJocks.com.
In a nutshell, if if doesn't go neatly into a flowchart, the cunts can't and won't fix it.....
And I am not that interested in gloating about the failures of Australia Post....
I really don't fucking care any more.
But I flashed back just then to the incidents - and the fuel that was added to the fire, that inspired me to write about Australia Post and - a quick blip to the news and Bingo...
"Epic Failure"
The "6 Million 'Dollar Man" (Fahour) plans to push out a whole heap of voluntary redundancies after revealing they have pushed Australia Post $500 million further down the shitter.....
And one guy published this article why he fucked Australia Post off....
I read it and thought, "Well Oh Duh!" - this blog as a composite, ought to be published as a manual on how to NOT do business ever.
This blog has been up here and growing slowly over several years now and while some changes have taken place - the essential "dumb fuckness" rolls on.
This guy - has a $100K annual postage contract with Australia Post - i.e. he is paying them to ship his gear - and in the face of incomprehensible dumb fuckness and heavy handed stupidity - he gets a better deal in the form of service and price else where - the people running Australia Post, then offer even worse service and he pulls the contract entirely.
"Duh.", (+ the gloating LOL)
And despite all the well deserved flack thrown up at Australia Post and it's incompetent management, the lock step "corporate flow chart" stupidity just keeps right on rolling along....
http://www.brw.com.au/p/business/dear_australia_post_here_reasons_TNo4FRu2NjP1GMB2geNjuL
Dear Australia Post, here’s 4 reasons you lost my $100k-a-year account
Published 30 June 2015 11:20, Updated 30 June 2015 12:07 Push buttons to lose bulky account: DailyJocks.com founder Nicholas Egonidis explains the four reasons he’s swapped Australia Post for DHL Global and other alternatives.
As a business owner in the online retail space, I can attest that up until recently Australia Post just about held a monopoly on moving your goods to your customers.
But they failed to innovate and somehow missed the tsunami of online retail Australians were embracing, even though they were possibly the best positioned to capitalise on it.
Australia Post was best described by one of their employees as a beast, like the Titanic, almost impossible to turn around. This imagery has stuck with me because my own experience with Australia Post borders on the comical.
After reading about Australia Post’s decision to sack a further 1,900 employees I just shook my head - it shouldn’t come to this. Sacking thousands of people is no way to transform a business that has a desperate need for good people and no doubt there are many good people who will soon be unemployed.
Australia Post has one of the largest retail and warehouse distribution networks in the country and a property portfolio valued in the billions. How could a business like this fail?
As the founder of an online retail company, DailyJocks.com, postage and logistics is an integral part of our customer experience. We ship 100,000 packages a year and up until November last year were solely using Australia Post for both our local and international packages, the latter of which accounts for 90 percent of our volume.
If you’re listening Australia Post management, here is some feedback from a customer who formerly had a $100,000 a year account with you.
NO NEGOTIATING
During the process of negotiating contract rates and service, an open and respectful dialogue is essential with business partners. Australia Post assigned a ‘virtual operator’ who is based in a call centre and had limited knowledge about the products. They had no authority to negotiate prices or service levels.
I never got to meet this person and they refuse to come and visit your office or build a relationship. Any question needs to be emailed so it can be directed at the correct person for that department. Any negotiation about price is met with a brick wall.
Business tip: Actually meet your customers face-to-face, nothing will beat that contact.
NO BUSINESS MANAGER
Australia Post has hundreds of products, each with their own service levels. While you don’t expect one person to be familiar with everything in an organisation of Australia Post’s size, I had an expectation that someone would be assigned to my account, considering its volume, to let me know about new products Australia Post offers to help make running your account easier and providing a better delivery service to customers.
I would expect this person to be my contact to help me when packages go missing or to answer my questions before we embark on a growth trajectory to see if they can be part of the journey. Business Tip: Sales people’s time is better spent on the road developing relationships and meeting customers, rather than moving their work to a call centre.
NO CONTINUOUS IMPROVEMENT PROGRAM
DailyJocks.com invests in web development on a daily basis as technology is the core of our operations being an online retailer. Our goals are to make it easier for customers to shop and for my team to be able to do their job and excite our customers by the shopping experience.
However, this didn’t seem to be a shared concern for Australia Post. As an example, our international packages required three elements to be attached to each envelope:
1.An address label.
2.A prefilled customs declaration form.
3.A clear A3 Self Adhesive pocket that would house the Customs form.
We were approached by DHL Global Mail, who listened to our requirements and worked with us to create a solution that connected our website backend to its shipping platform and the end result was that we only needed a single address label, that has a built in customs form. We saved over 20 hours per week, 10 percent off our postage costs and now offer free global shipping on all orders placed through our site.
DHL won an advocate and a fast growing account - our volumes have increased 40 percent in six months. Business Tip: No business is perfect and there is always room to improve, identify key projects in your business and star the process to improve.
LISTEN TO CUSTOMERS AND ASK QUESTIONS
It seems that for many years, Australia Post was already disconnected from its customer base. Earlier this month I was contacted by Australia Post to renegotiate my contract rates and they noted that my account wasn’t shipping as many packages as last year. Their solution was to double my rates. The truth was we moved to a new provider who listened to our concerns and took action to secure our account with better service, support and pricing.
Companies that fail to listen and innovate do so at their peril. While Australia Post management may they think they’re at the forefront of online retail parcel riches, they are moving into territory where they are not the most competitive or advanced.
Business Tip: Don’t ask for feedback if you aren’t going to listen and take action. Find out if your customers are happy and if they are planning on taking their business elsewhere, you may be able to fix the relationship before it walks out the door to your competitor.
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