Create a SMART commitment to include next-check timing in customer delay updates.
Include a next-check time and owner in customer delay updates. Customer-facing updates for berth delay, ETA slip, customs hold, rolled cargo, truck appointment miss, or reefer exception. For the next three delay updates I send, I will include: current status, customer impact, next check time, and update owner. I will send the update within 20 minutes of a material trigger such as berth slip, ETA change, hold release, or missed pickup window. In 3 days, check the last three delay updates and count how many included current status, impact, next check time, and owner. A customer shipment has a berth…
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