Udoh Felix, managing director /chief executive officer of EDS Express Ltd has expressed that the recent restructuring exercise undertaken by management of the courier company was to adequately reposition the firm to effectively cope with the rising clientele base of the company as well as the volume of business it handles. Udoh emphasized that EDS is still committed to delivering high quality service which it has been known for in its few years of operation.
Speaking to Nigeria CommunicationsWeek at the company’s head office, Udoh stressed that the level of efficiency and success attained by the company in less than two years of doing business has endeared many corporate organizations, individuals and the general public to the firm’s range of services including courier, haulage and logistics.
According to Udoh, the rapid expansion of the company’s network across the country, US and Europe is meant to further enhance the quality of service delivered by the company in line with the core passion of the company which is customer satisfaction. The company opened 6 new network stations within the last quarter bringing the firm’s total number to 21 apart from agency collection centres spread across the country.
In keeping afloat in the midst of the present economic recession, Udoh said customer development and retention is one way of mitigating the harsh effects of the meltdown. “ You need to restrategise for more efficiency. A customer who is dissatisfied with your service may never come back to you. There are several courier companies now and not like when you had very few of them. There‘s revolution taking place in courier companies because of competition. The multiplicity of courier companies exposes clients to various alternatives. If I am dissatisfied with company a ‘s services, I will simply walk out to another company which would have been approaching me for business “, he said.
Udoh advised his colleagues in the courier industry to hold on to the contacts they have saying that customers are better marketers..” Don’t forget that customers are better marketers. If you succeed in winning the confidence of one customer, he can give you additional ten customers without you asking for it, ” Udoh revealed.
He said that one reason EDS came into the courier industry is to change the face of the industry thereby changing the perception people already had about the courier industry. Udoh collaborated that a lot of courier companies don’t do things right in Nigeria and said specifically that price undercutting is one of the things killing the industry even as he emphasized that except practitioners begin to place value on their services, the general public will continue to play down on the importance of the services rendered by the indigenous courier companies.