Wednesday, October 11, 2006

Aramex Update

Finally, proof that bloggers are not just loonies screaming in the wilderness. I blogged the other day about MidEast courier company Aramex. The article had been prompted by this post on a Jordanian blog (Aramex is a Jordanian company).

Somewhat amazingly, the CEO of Aramex, Fadi Ghandour, commented on Hala's original post, and invited her and any of the other commenters to meet him and talk about it. That is just one of the coolest things I've ever heard. Sadly I won't be whizzing up to Amman for the meeting, but I am really, truly impressed. First of all that somebody at Aramex read the post, and secondly that this is how he deals with it. Absolutely amazing!

Any board member from Itisalot or the TRA care to comment?



Blogger Rambling Hal said...

:) IS amazing, and I really wish you were in Jordan so you COULD whiz into the meeting...I really need the backup. I break out in hives thinking about it. Just don't tell anyone. Must arrive self-assured, self-confident and relaxed. Allah yustor.

12:04 pm  
Anonymous Anonymous said...

I had a problem with Aramex sometime in 2002 and this was a time when there were no blogs or bloggers. So I did the next best thing... I went to the Aramex website and sent an e-mail detailing my complaints to every e-mail address I could find there. Guess what? Two hours later Fadi Ghandour, the CEO called me and assured me that everything had been taken care of. I have been a loyal customer since then.

6:38 am  
Blogger shansenta said...

My own experience has been very good with Aramex...our office has been using both Aramex and DHL alternatively, and we've found that the former listens to you and are ready to do that extra bit to keep customers. As for the latter.... I feel they're too big to bother about smaller issues... but then won't you depend on DHL more than Aramex, esp. when it has a better brand value and history than Aramex?

10:08 pm  
Blogger Keefieboy said...

Shansenta: my only problem with Aramex has been that they can never bloody work out where they are supposed to deliver to without at least two phone calls. The likes of DHL or FedEx just read the address on the label!

And you might think those two phone calls from Aramex are trivial, but actually they are a major pain in the ass. Maybe I'm a bit mean, but if I know that the courier has been given the delivery address, then it is a total waste of words to have repeat that twice over the phone.

This whole thing is my experience of being on the receiving end. I've used both DHL and FedEx and never had a problem, but I just cannot consider using Aramex to send anything because I do not want the recipient to suffer all that grief.

10:42 pm  
Anonymous fellow atheist said...

I used to use Aramex (Dubai) until they screwed up and delivered a document that we had called them half an hour after they picked up to recall. They came and picked up the correct document and off they went. The original document was already in their 'distribution center' or something like that.

So.. the next day, the client receives both documents. That cost us a very important contract, so I dropped them.

I then tried TNT. I sent a document to a government agency in Sharjah from Dubai. It took them 10 days to deliver it, because they insisted on arriving there after 5 every day.. then claiming no one is there. Duh!

So I fired them.

Keefieboy, courier agencies here don't understand customer service at all. The managers might give you a call when they see you are settling the account and moving on. However, I personally have no confidence in most courier companies, top management assurances or not.

In Jordan, it is not unusual for the CEO of a given company to watch blogs and engage his customers directly. I think it is a very important exercise for all top management to be involved in.

The CEO is not involved in the daily operations and may not be made aware of the shortcomings of his/her organization. Blogs provide a great opportunity to right a lot of wrongs.

4:30 pm  

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