The Expectation is Over-Communication – MFS Supply Customer Story

That means we must live up to our customers' standards, from timely delivery to clear communication to facilitating professional business interactions.

Unfortunately, many freight brokers don’t live up to those standards. This problem ultimately led MFS Supply to GEODIS Capacity Solutions around four years ago.

The Customer: MFS Supply

MFS Supply is a property preservation supplies and REO supply company with a robust digital storefront and a tenured reputation for dependability, affordability, and excellent customer service. They serve a wide range of buyers, from individual home flippers to large-scale home renovation

businesses.

MFS bills itself as a one-stop shop for its customers nationwide. With a broad geographic reach, a massive inventory of products, and products with very different shipping needs, top-tier logistics is a priority.

Logistics at MFS Supply is led by Todd Yuengst, a logistics veteran with over 20 years of industry experience who has worked with many freight brokerage teams.

The Problem: Brokers Negatively Impacting MFS Supply’s Customer Relationships.

Like most freight brokerage customers, MFS Supply has to trust that its brokerage partner will live up to their internal standards for customer service. Doing that requires a dedication to over-communication when things go right and especially when things go wrong.

The final straw for Todd and MFS Supply with a previous broker was a moment of under-communication. MFS had a high-priority shipment expected to arrive at an important customer’s facility. Two hours after the scheduled arrival time, MFS Supply was notified that the shipment was extremely late. The kicker – Todd heard about the delay from the customer, not the freight broker.

Todd and the MFS Supply team never received an explanation from their broker, even though the broker’s failure to communicate nearly cost MFS an important customer. A change was necessary.

The Solution: Operating with Integrity First

Every freight broker claims communication is a priority, but we keep our word at GEODIS.

From Todd's first conversation with GEODIS, he communicated MFS Supply's needs clearly. They ship across the country, and their customers often hire 4-5 man teams to unload products upon arrival, so if a shipment is late, their clients take a loss on that team's time. Todd also walked us through the unfortunate incidents that led him to change brokers.

Our strategy was simple. We established a single, consistent point of contact for MFS who would provide the exact service Todd was looking for; as he put it, a "quarterback for our projects." From there, we just had to live up to our core values. We're passionate about the value of communication, even when we have to deliver bad news. Our customers should never hear about a transportation or logistics issue from their own customers.

Over-communication is foundational to how we do business. At GEODIS, we:

• Provide prompt estimates for loads
• Deliver regular updates regarding shipment statuses
• Notify customers immediately if any issues arise
• Supply proof of all deliveries
• Ensure our customers can always reach a real person when they call us

In The Customer’s Own Words:

“What separates GEODIS Capacity Solutions from 99% of brokers out there is that they mean what they say when it comes to communication. We’re a company that needs updates – delivery updates, unload updates, incident updates – and GEODIS delivers on that. GEODIS also provides a personal touch. They have an old-school customer service mindset. Handshakes mean something to them. I can always get a real person on the phone. I’ve been in the industry for 20 years, and I’ve never seen anyone like them.”

Todd Yuengst – Logistics, MFS Supply

All freight brokers have the responsibility to live up to the customer service standards their clients have established. At GEODIS Capacity Solutions, we relish the opportunity to use these critical interactions for good. By supporting our customers logistically and in terms of how we interact with their customers, we’re serving everyone.

A rising tide raises all boats, and we ensure that happens as often as possible.