
We’ve Abolished the “No Claims” Policy
Hello, I’m Ichiki of Sync Logistics.
In this issue, I would like to share the reasoning behind our decision to abolish the “No Claims” policy we previously implemented in our container vanning operations.
■ Background of the “No Claims” Policy
Since our founding, Sync Logistics has focused on container vanning as one of our core strengths. Our mission has always been to deliver goods to end users in the best possible condition.
When we started, it was common practice for companies handling container vanning to take no responsibility for sealed cargo once it left their hands. However, I believed it was important to take responsibility for the cargo until it reached its destination.
That said, we occasionally received requests such as, “Please load as many cars as possible, even if some might get damaged.” For example, depending on the destination, transportation costs per container can range from $5,000 to over $10,000, making it necessary to load more items to avoid exceeding the value of the cargo.
In such cases, we adopted the “No Claims” policy to inform clients in advance about the risks of potential damage and to clarify that we would not accept claims for damages resulting from these specific requests.
■ The purpose of the rule became superficial
The “No Claims” system is based on carefully anticipating the limits of quality assurance and operational risks for a given request and thoroughly explaining these to the customer.
However, we discovered that some of our teams were indiscriminately applying the policy to all requests, disregarding its original purpose. Overusing the “No Claims” policy could lower our quality standards and potentially lead to a decline in service quality.
With the abolition of the “No Claims” policy, we have provided renewed guidance to on-site managers and staff to fulfill their responsibility of explaining matters to customers. After all, complaints only arise when expectations are not met.
Therefore, it is essential to understand the expectations of our customers and establish a shared agreement on the risks and the scope of responsibility that we can assume during operations.
By implementing these changes, the quality of communication on-site has improved. For example, instead of simply asking, “Will this fit?” and receiving a Yes/No answer, discussions now involve sharing the process, such as “Why won’t it fit?” or “How can we make it fit?” This shift has led to noticeable improvements in the quality of each task.
■ Providing High-Value Services
To ensure client satisfaction, we believe the following three factors are indispensable:
- Improving our technical capabilities and service quality
- Understanding client expectations
- Clearly communicating the scope of our quality assurance
We are committed to nurturing staff who can embody these principles.
Furthermore, if it becomes necessary to review existing rules or systems, such as the “No Claims” policy, we will continue to make changes as needed. However, my sole criteria for creating or modifying any system are “to deliver as many vehicles as possible” and “to provide high-value services to our customers.” Rest assured, these decisions are never driven by self-preservation or similar motives.
Thank you for your time.