We all know that logistics is a high-pressure environment. Every day we face challenges and unpleasant situations caused by the human factor—or simply, a lack of etiquette. Last month, we discussed how to reduce stress at work, but professional communication is the key element that can de-escalate negative emotions before they even start.
In a perfect world, cargo would reach its destination smoothly, and the only tension we would feel would be during a high-stakes basketball game. In reality, we deal with everyone from frustrated partners to people who are, let us say, not exactly the brightest sparks in the logistics world. However, we can all start with ourselves: whether it is Petras driving a reefer to Germany, Hasan hauling LTL through Czechia, or Tomas coordinating it all from behind a desk. We are all links in the same chain.
Here are a few essential etiquette rules to keep in mind:
- Politeness is your North Star. A simple have a great day goes a long way. It shows you value the partnership, not just the transaction. Respectful communication often turns into long-term friendship, which opens more doors than a cold attitude ever could.
- The 10-20 Minute Rule. If you do not have an answer yet, just send a quick: Received, checking options, will get back to you in an hour. Silence is frustrating—any response is better than no response at all.
- Do not wait for the Where is my cargo? call. Be proactive. Inform the client about border crossings or delays before they have to ask. It builds trust and makes you look like a pro.
- Honesty is the best policy. If a truck breaks down or a driver is late, never lie. The truth always comes out, and lying usually ends in both embarrassment and financial penalties. Always go back to the client with the truth and a proposed solution already in hand.
- Put out fires with a cool head. Even if someone is shouting, stay calm and solution-oriented. A professional tone often de-escalates the situation and encourages the other party to calm down as well.
- Confirm everything. Mistakes usually happen because of assumptions like they probably understood. Got a new address? Send a quick: Info received, forwarding instructions to the driver. Thanks. This reduces the client's stress and prevents those dreaded after-hours calls.
We all know these rules, but in the heat of the moment, they are easy to forget. Let us practice them and make our workday a little easier!
