OPINION: Exporting Company Culture: The Aramex Experience

الثلاثاء 20 تشرين الأول 2009

opinion

Written by E.

I must say that after trying several companies, number one definitely is DHL, and all the others are far behind. What really shocked me though is how each one of those two major companies exports its culture.

DHL is very precise. They have accurate service and when they tell you a shipment will arrive on a particular day on a particular hour, the shipment arrives exactly as you are told. They have zero possibility for errors, they never miss a day, they never loose a shipment and if you are not at the delivery place they call you or pass by again. They even ask for an ID sometimes to make sure that the right shipment is delivered to the right person.

It is great how a European company was able to export its quality service to other countries, including Jordan. I must sadly say that Jordan doesn’t have a sense of good service, it is never a big problem if you are late, or if you break a rule or if you make a mistake (I am one of those sometimes).

But DHL was able to change this and impose professionalism to all its employees in all its offices in the whole world even if it is not the habit in these countries.

Aramex’s culture on the other hand was so strong that it was able to export its unprofessionalism even to European employees in Aramex offices abroad, these employees who were professional at some point, stopped being professional because they receive the Jordanian way of doing things.

A quick example and this is not the first time that happened to me, I send a shipment to France from Jordan several days ago and the shipment never arrived. I start calling between Amman and France offices and track it online, and to my surprise, the document was delivered and they have a signature. But who’s signature do they have?

We and they don’t know.

Although they have the correct address and phone numbers, they tell me in the France office, “we’ll call the person who was supposed to receive it right away.” But they never call back, then they tell me we’ll track the signature before the end of the day (proof of delivery). Again,  they have been looking for this proof for 3 days now. I call Amman office, they don’t know, and tell me we’ll check it but it’s better that you call Paris. Paris they tell me we’ll check but it’s better that you call Lyon office, I call Lyon office back and what is expected from this exported quality service, no one answers the phone.

Another time, in France as well, I was expecting a delivery and they arrived while I wasn’t home, and what did they do? Did they call me like a professional service provider? Nope. They left it for me in front of the door on the street. Luckily, no one stole it. But I am sure that this delivery guy would never do that if he worked for another courier company including the public post, but he works this way because he is an Aramex employee and he does it “à la Jordanienne.”

Well I can only say, good bye my 16 000 euros project, deadline has passed.

So an advise to everyone, if you have any shipments that concern an important work or a deadline, never take the risk of using Aramex.

Although I must really give them a credit for transferring our culture abroad, and even being able to transform professional people to unprofessional ones.

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