Werner showcases expertise in final mile services

Today’s supply chain is evolving by the hour. For shippers seeking a clear path forward, stability matters more than ever. Sizeable carrier partners working at scale can help shippers get their products into the hands of consumers and create a positive customer experience, regardless of market conditions.

On a recent episode of The Stockout, Meg Meurer, vice president of dedicated and final mile sales at Werner, talked about what it means to be a partner that shippers can count on in the changing logistics landscape.

Meurer and FreightWaves Podcast Host Grace Sharkey discussed how final mile solutions – including white glove services – play an increasingly crucial role in creating a best-in-class delivery experience for shippers and modern consumers. 

Growing Demand for White Glove 

White glove delivery refers to a wide range of ancillary services, including assembly, disassembly and haul-away options. These offerings are particularly popular when delivering large items like furniture, exercise equipment and home appliances. These services are in demand within both residential and commercial spaces. 

“A lot of the people in this industry want to move freight, but they don’t want to touch it,” Sharkey said. “White glove is that.”

Final mile operations, including white glove services, put professional drivers and consumers in close contact with each other. These close interactions make it possible for drivers to create a strong positive impression of the brands they are representing – both Werner and its customers. 

Importance of Driver Training for Final Mile

Werner trains its professional drivers extensively for white glove deliveries, ensuring they are prepared for both the operational and customer service demands of the final mile. 

 “At the end of the day, we are an extension of our customers’ brand,” Meurer said.

According to Meurer, Werner’s professional drivers are trained to follow extensive checklists developed by both Werner and its customers during deliveries. Additionally, Werner’s onboarding and training programs feature realistic roleplaying and ride-alongs for real-time coaching opportunities.

This high-quality driver training is part of Werner’s commitment to providing a consistent customer service experience across the board, regardless of region or product. This ensures shippers know what they are getting when they partner with Werner.

Carrier-Shipper Partnership for the Best Customer Experience

Creating a positive customer experience is not only about how Werner interacts with the consumer, though. Shippers also play a critical role in making connections with their own customers.

“I’ve been impressed by how our customers are connecting with the end consumer,” Meurer said. 

These connections include everything from communicating workflows to identifying potential complicating factors – like pets or security equipment – before a delivery takes place. By communicating with the end consumer ahead of the scheduled delivery, shippers are able to make the entire process smoother for both the consumer and the driver. This creates positive associations all around. 

“Shipping has gone from the process of buying something to sometimes the selling point. Consuming is an experience that influences if customers buy again in the future,” Sharkey said.

Investing in Technology for Customers and Shippers 

Beyond Werner’s strong customer service experience, the company also offers an innovative suite of technology aimed at making the entire final mile process – including returns – more pleasant and efficient for everyone involved. At the same time, they also boast the ability to utilize a customer’s existing technologies. 

This level of agility and nimbleness is a true differentiating factor for Werner, according to Meurer. It sets its customers up for success by making it easier than ever to navigate shifting market conditions and changing customer expectations.

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