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What do you do if your relationships with key stakeholders in the logistics industry are strained?

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In the dynamic world of logistics management, maintaining strong relationships with key stakeholders is crucial. These stakeholders can include suppliers, customers, third-party logistics providers (3PLs), and even governmental agencies. When these relationships become strained, it can lead to disruptions in the supply chain, increased costs, and a tarnished reputation. To navigate these challenges effectively, it's important to employ strategic and thoughtful approaches to mend and strengthen these vital connections.

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Manuel Purwin

Facilitating Flourishing Leadership: Trailblazing Commercial Success and Sustainable Transformation
Jeff Ashcroft

Head of Business Development @ KNNX Corp, Freight Process Modernization utilizing Smart Freight Contracts for Real Time…
Adalberto Acu?a - MBA - LPEC

Director de Planificación / Gerente General / Gerente de Operaciones y Logística / Gerente de Supply Chain / Gerente de…

1 Assess Damage

Before taking action to repair a strained relationship, you need to understand the extent of the damage. Engage in open communication with the stakeholder to identify the root causes of the strain. Listen actively to their concerns and feedback without becoming defensive. This step is not about assigning blame but about gathering insights that will inform your strategy for mending the relationship. It's vital to approach this with an open mind and a commitment to making things right.

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Adalberto Acu?a - MBA - LPEC

Director de Planificación / Gerente General / Gerente de Operaciones y Logística / Gerente de Supply Chain / Gerente de Auditoría / Consultor Comercial / Planificación Estratégica
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De acuerdo a mi experiencia se debe identificar los puntos de tensión y trabajar sobre ello, los temas logísticos son complejos y considerando mi país Paraguay; un país mediterráneo con acceso al mar a través de la hidrovía Paraguay-Paraná uno de los más importantes de la región, lo que menos se debe tener son conflictos con proveedores o clientes de servicios logísticos.

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Lucio Hernández

Diplomado en Logística Integral. Tec. en Adm. de Empresas. Especialización Logística en Depósitos y Almacenes. Diplomado en Comercio Exterior. #logistizate
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Evaluar la situación es fundamental antes de tomar decisiones referentes. Debemos asegurarnos de mejorar la comunicación con las partes involucradas, tomar contacto y disolver las diferencias ocasionadas. Entender al otro es parte vital de cualquier proceso de comunicación y debemos comprender los requerimientos o necesidades que nos están solicitando. La mayoría de las veces escuchamos para responder pero no escuchamos para comprender.

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Laura Ravanhani Macabeu

National Business Development Manager - Project Logistics
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Para esta situa??o, acredito que existam 3 passos iniciais importantes: 1. Avaliar a situa??o e o ocorrido como um todo e entre todas as partes envolvidas; 2. N?o apontar dedos, e n?o ter audi??o seletiva (ouvir somente o que ou quem te interessa); 3. Listar os principais pontos, e construir um plano de “li??es aprendidas”, para compartilhar com a parte mais afetada;

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2 Build Trust

Rebuilding trust is a fundamental step in repairing any strained relationship. You must demonstrate through actions, not just words, that you are committed to resolving issues and improving the partnership. This might involve honoring commitments, being transparent about your capabilities and limitations, and showing consistency in your interactions. Trust is rebuilt over time, so be patient and persistent in your efforts, ensuring that you are always following through on promises.

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Laura Ravanhani Macabeu

National Business Development Manager - Project Logistics
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Demonstrar abertura, transparência, e se lamentar pelos percal?os de forma honesta, é o primeiro passo para se reconquistar a confian?a de alguém. Após este período de reflex?o, esteja ciente que novos erros n?o ser?o aceitos. Esteja comprometido em ter esta pessoa, parceiro, ou cliente atuando ao seu lado novamente. N?o prometa o que n?o poderá ser cumprido e entregue o que foi acordado criteriosamente.

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Sameer Prashanth

Supply Chain, Product & Business Dev | Graduate Student @The University of Texas at Dallas | MS-Supply Chain Management | Ex-TCS
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Relationships with stakeholders can best shaky at times due to various reasons such as not meeting expectations or unforeseen/known human errors. The first thing to do is to analyse where things went south and figure out ways to make things better. Communication is key! So its good to rebuild the trust with the stakeholders by communicating and working together on solving the error. Actions do speak louder and thus, bringing in change and improvement by focusing on how to make things right is a good way to rebuild the bridge. Getting constant feedback and improvising on it can also help in improving the quality of work and mend the relationship.

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3 Open Dialogue

Maintaining an open line of communication is essential in resolving conflicts and preventing future misunderstandings. You should establish regular check-ins with stakeholders and create a forum where concerns can be voiced and addressed promptly. Encourage a two-way dialogue where both parties can speak openly and honestly. This ongoing communication will not only help resolve current issues but also build a foundation for a stronger relationship moving forward.

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4 Offer Solutions

When you identify problems, it's important to come to the table with potential solutions. These should be realistic and mutually beneficial, demonstrating your commitment to the partnership. Be prepared to make compromises and show flexibility in your approach. By being proactive and collaborative in problem-solving, you can turn challenges into opportunities for strengthening the partnership and improving your logistics operations.

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Jeff Ashcroft

Head of Business Development @ KNNX Corp, Freight Process Modernization utilizing Smart Freight Contracts for Real Time operations! Connect, Complete & Coordinate TMS, Visibility, ERP & FAP for greater control & savings!
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Freight disputes happen to roughly 40% or more of all freight invoices at any given time which leads to terrible relationships between Shippers and Carriers. Implementing Real Time Audit Free Freight Invoicing can resolve this problem and drive benefits for both Shippers & Carriers of between 5% & 15% of annual freight spend. Process starts with creation of Smart Freight Contracts which are digitally signed by both Shipper & Carrier. Then every time Tender/Bill of Lading is generated all known information on shipment is referenced against the Smart Freight Contract to create a shared pro forma invoice which travels with shipment capturing all updates on accessorials to ensure final invoice is accurate! Reach out to learn more!

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5 Show Appreciation

Never underestimate the power of appreciation in business relationships. Recognize the value that each stakeholder brings to your logistics operations and show gratitude for their contributions. Simple gestures of appreciation can go a long way in mending strained relationships. Whether it's through formal recognition programs, personalized notes, or just saying thank you, acknowledging their role and efforts can help repair and enhance your connections.

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6 Continuous Improvement

Finally, commit to continuous improvement in your stakeholder relationships. Use the insights gained from these experiences to refine your approach to logistics management. Implement systems and processes that prevent similar strains from occurring in the future. By showing a dedication to ongoing development and excellence in your operations, you will not only mend strained relationships but also prevent them from occurring in the first place.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Manuel Purwin

Facilitating Flourishing Leadership: Trailblazing Commercial Success and Sustainable Transformation
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Logistics businesses depend on good relationships. It’s a “people’s business”. Fixing strained connections is something I have been enjoying , as it helps my employer's business and provides a motivation. Saying "no" can distinguish the average from a great commercial driven person, and sometimes lead to new sales opportunities and long-lasting partnerships where everyone achieves their goals. To me it is important being careful in how you approach these situations and realize that not every relationship can be saved. Being real and honest is important, so don't be afraid to let go of relationships that aren't working out. It is all about finding the right partnerships that will lead to success in the long run. Be selective and grade them!

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Laura Ravanhani Macabeu

National Business Development Manager - Project Logistics
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Quando se atua com presta??o de servi?os logísticos estamos expostos a muitos contratempos que fogem do nosso controle. Já passei por inúmeras situa??es desafiadoras e processos complexos. é importante estar respaldado de evidências que comprovem seus esfor?os e estar disposto a sentar com as partes envolvidas para apresentar solu??es imediatas e sanar os danos.

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What do you do if your relationships with key stakeholders in the logistics industry are strained?

1

2

3

4

5

6

7

1 Assess Damage

2 Build Trust

3 Open Dialogue

4 Offer Solutions

5 Show Appreciation

6 Continuous Improvement

7 Here’s what else to consider

Logistics Management

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What do you do if your relationships with key stakeholders in the logistics industry are strained?

1

2

3

4

5

6

7

1 Assess Damage

2 Build Trust

3 Open Dialogue

4 Offer Solutions

5 Show Appreciation

6 Continuous Improvement

7 Here’s what else to consider

Logistics Management

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