Just when you think you’ve seen it all, regardless of all the forecasts and planning, there are always hidden surprises — more so this year than ever before. How do you build contingency and put a Plan B in place?
Hannah: Last year we put our forecast into GFS around July-August, and just after we got a corporate order for 22,000 units. It was our biggest order ever for a corporate offline order, which is fantastic, but they wanted delivery in the first two weeks of December. We were panicking because we hadn’t got that capacity. But very quickly we were able to get on a call with our account managers at GFS who came up with creative solutions on how to handle this, which alleviated the pressure on us.
Zoe: Black Friday historically has been more spikey for us than Christmas, but in 2021 we saw a big surge during Christmas and much more demand for next-day delivery than we’d anticipated.
But very quickly we worked with the GFS team to put something in place where we could get more capacity. Now we’ve learned our lesson and make sure with GFS’ help that we can secure the vehicle sizes that we need.
Steve: The one rule I’m going to take throughout my entire career is one carrier does not fit all no matter what happens. Through experience of unexpected peak surcharges being sprung by a carrier in the past, even if a courier promises they can do it all and give us great experience for our profile stock, I would never want to put my eggs in one basket.