Do your customers frequently call to ask where their order is? You phoned your carrier at 8 a.m. for a shipment, it is now well past lunch, and your customer still hasn't seen the driver with their goods. This does not bode well for your image, and burns up your thinly spread time trying to find out when it will actually get there.
A standard rule of thumb that many couriers go by for a time frame to deliver a shipment on a Regular Service level within city boundaries varies from 4 to 5 hours. One with an aspiration for high level of service will have a shorter standard of 3 to 4 hours. The latter is not as commonly found.
We have often heard companies complaining that their carrier has not picked up their shipment for 4 hours or longer, after they had placed the call for delivery.
A common scenario is that some will pick up your shipment quickly to "get it out of your face" to leave you believing that your delivery is well on its way to your customer. Five hours later, it's still not there. You're not even aware of this until your customer calls, fuming that their order hasn't arrived. Now you're in damage control to appease your customer.
You receive an excuse from your courier company such as, "the freeway is like a parking lot, and the driver is caught up in the traffic jam," despite the fact that you just drove on it 15 minutes ago and traffic was clear.
You are now both exasperated for your customer's behalf and enraged because you have just been lied to. A trust has been broken that is probably irreparable at this point; you start looking for a new service provider that you can count on.
No one is infallible. To err is human. The essential thing is that your Courier "owns it" with an honest answer, "We're so sorry, we messed up! What can we do to make this right for you?" The logical answer would be to get your delivery to its destination immediately, and for free of charge. Situations like this should only happen on very rare occasion.
If your freight provider is openly honest when they've made a mistake, you can be confident if they say that "the freeway is a parking lot, there's been an accident" that you're receiving the truth. If there is a holdup with your delivery, a good one will call to inform you, and provide the reasons for it.