When you think of DHL Express, you might think of small packages, filled with all kinds of fashion items or everything you ordered online last week. Yes, we do transport that too, but we do much more than that. We talked to Il Granito in Genk. A family business specialised in the processing of natural stone, known worldwide for their high-end projects and own collection. Lara Kinet, interior designer at Il Granito, is happy to tell us what they do and how they get their products to their customers.
The challenge
Il Granito specialises in the processing of natural stone. Our working method is still based on the old techniques from Italy. For this we are known worldwide. We work together with renowned architects from all over the world, from New York to Dubai.
We often send large, delicate objects. Bathroom furniture, bathtubs, tiles, tables and other items made of natural stone are very heavy but also one of a kind and extremely fragile. The nature of our products means that it is not always easy to get a particular piece to your door quickly. We work all over the world and transport must be done with the necessary care. Each piece is unique, so when something goes wrong, you can’t just replace it with a new one.
Personal contact
What appealed to us immediately at DHL Express was the human touch. We have one point of contact and therefore do not have to call a general number and keep answering the same questions to different people. Fortunately, we do not have that problem with DHL Express.
When we were looking for a new transport partner, the personal contact was very important. Now we have our two trusted contact persons, Laurent and Niels, who know everything. They know our company, the products and our specific expectations. If something does not go according to plan, they proactively contact us themselves. This enables them to find a solution to any problems much quicker. Because yes, of course things can go wrong sometimes, but how you deal with it shows how important your customers really are. This is something we propagate ourselves tremendously and we also feel it in DHL’s approach.
In a few years’ time, digitalisation has gained momentum. This has its advantages, of course. Chatbots and automatic replies can be useful, but I prefer personal contact. The bond you create with your sales person makes you feel better. You feel respected and you have someone who is looking for the best solutions together with you. You are not just customer number x, but Lara from Il Granito. They know our company, our expectations and they know the challenges we face and how best to deal with them. That is why I think we can really call DHL Express our partner.
Door-to-door delivery and 24/7 monitoring
Our products really travel all over the world. Sometimes with a small heart, because after all, they are somewhat our children. DHL Express has a global network. A shipment remains in their hands from A to Z. As a result, you only need to make arrangements with one transport partner. That saves a lot of time and effort. Especially for transport by sea, there are many transporters who only deliver up to the port. For transport by road, you then have to find someone else. Every time a piece changes hands, the shipment has to be opened and checked whether the item is still in good condition. If this is not done, it is very difficult to prove afterwards who is responsible for any damage.
With DHL Express you don’t have this problem as they deliver door-to-door. They pick up the shipment at the requested location and deliver it to the address of your choice, worldwide. This also ensures full traceability of the shipment. The shipment can be monitored 24/7 and we know where it is. That gives real peace of mind.
Brexit
In addition, the Brexit also played a role in the choice for DHL Express. In general, we were quite satisfied with our previous transport partner, but after the Brexit we noticed that more and more paperwork was required. Thanks to a tip from Michaël Verheyden, we ended up with DHL Express. They take care of all customs formalities so that we can concentrate on our core business. We don’t waste time on customs paperwork anymore. We really feel that DHL Express wants to make things as easy as possible for its customers.
In short, we are very pleased with our choice of DHL Express as transport partner. Moreover, I can recommend everyone to take a look. They don’t just deliver your parcels, they give you peace of mind and that… is something we can all use.
