DAMAGE CONTROL, Steps To Managing Today’s Woes

DAMAGE CONTROL

STEPS TO MANAGING TODAY’S WOES

By Susan M-Geough

C

lient satisfaction doesn’t mean much if your shipments and deliveries don’t arrive in one piece – and as many an one in ten shipped items seems to be damaged these days. Often times it is not to the fault of the shipper or the carrier. Accidents happen, but it’s the designer who is responsible for resolving the issue and making the client happy.

Here are a few tips to ease today’s shipping woes: ☑ All furniture and lighting orders ship FOB (“Free On Board, Factory”) which means that once an order leaves the factory it is the responsibility of you and your receiver to manage any damage incurred in transit. ☑ Confirm that your receiver’s policy is to unpack and inspect shipments within 48 hours of delivery if inspection does not occur immediately, as damage may also be concealed. ☑ Shipments should ideally be unpacked and inspected immediately upon arrival at the receiver. Should shipments arrive with visible damage to either packing materials or product within, a detailed description of the damage should be noted on the shipper’s Bill of Lading (BOL) or Proof of Delivery (POD) prior to the truck’s departure from the loading dock. ☑ Copies of the BOL or POD, along with photographs of the damage, must be emailed to M-Geough within these 48 hours. The receiver must retain all packing materials and the damaged goods until released by M-Geough. Failure to comply with these critical steps and timeline may result in claims being denied by the shipping company. ☑ Any damaged item that is delivered by your receiver to your client prior to its release by M-Geough will result in a denial of claims by the shipping company. Repairs to the goods will then be you and your receiver’s responsibility since once a product leaves the warehouse, it is no longer the responsibility of the shipping company.