Frequently Asked Questions
Frequently Asked Questions
How do I know you are reliable?
We are at the end of a phone 24 hours a day 365 days a year to help you. We believe what we do is very simple, we collect from A and Deliver to B, letting you know of any problems in between.
We call ourselves Proactive Despatch for a reason, we are absolutely Proactive in all we do, if there are problems on the road, as invariably there will be, we tell you about the problem before your recipient does. We work hard when on-boarding couriers to only work with couriers that we deem to have our ethos and standards Additionally, one of our core values is “to make our customers look good.” If we are late and our communication is poor, we are failing. We live and breathe our core values, they are not just stuck on a wall and forgotten about. We deal with approx. 400 different customers who like and trust us to deliver on their behalf, we would like to think that reflects our reliability.
We have many testimonials from our valued customers which we are happy to share with you, but I guess the “proof is in the pudding” and the real proof of our reliability can be demonstrated first-hand when you give us a try.
Can you guarantee it will get there?
At Proactive we do not offer a traditional guarantee, however what we can guarantee is that when things do not go to plan for any reason we will not hide, we will Proactively tell you about the challenge we have faced and what we are doing to rectify it.
How can I trust you to take care of my product?
We genuinely take care of the products we deliver as if they were our own. We have many testimonials from our valued customers which we are happy to share with you, but I guess the “proof is in the pudding” and the real proof of our pricing can be demonstrated first-hand when you give us a try.
Will my delivery go to the correct department?
Unlike overnight parcel carriers with 150 drops a day on their van, we are not under massive pressure, we can take the freight to where you need it to be within a building as long as we have the means to.
If I give you special instructions, how can I ensure these are passed on to the courier?
We will always pass on instructions exactly as we are given them, and if for any reason we are unable to do exactly as required we will tell you about the challenge we have encountered before we collect and deliver, allowing you to decide what you want to do with your delivery.
My Freight is really delicate, how do I know it will get there in one piece?
The responsibility for this sits with both us and you, the sender. We would be grateful if you could ensure your goods are packed as appropriately as possible. The rule of thumb, however, is that the better they are sent out the less likely damage is to occur.
How do I know the courier is going to represent my brand appropriately?
To keep our prices competitive and to enable us to be more flexible all the couriers we use are owner drivers. We have a full-time Resource Manager who is tasked with ensuring only the most customer focussed couriers are going to represent us and our customers.
Will your couriers be Uniformed?
The couriers we use are self-employed and as such do not wear our uniform, however they will as a minimum be smart and presentable, wearing a high viz and safety boots. We cannot abide courirers that feel it is acceptable to turn up in unprofessional attire.
Will your courier be wearing PPE?
We have around 500 different customers all with different interpretations of Full PPE. As a minimum the couriers will be wearing safety boots, and a Hi Viz vest for every collection and delivery. Most couriers carry eye protection, gloves etc. We have some couriers who carry hard hats, long sleeve Hi Viz, Hi Viz Trousers etc If you let us know the requirements for any job we will always be honest with you and let you know if we have couriers available who can meet those requirements.
Are you vehicles branded?
The simple answer is, “No”. We do not have branded vehicles for a couple of reasons:
- The couriers we use are self-employed and work with us and other courier companies.
- Some of our customers want their recipients to think the delivery was done by their team.
- Some of the freight we carry can be of high value, so a plain van is less of a target for thieves.