Kudzu-Ops Mailing List: Lanter Delivery Update for Kudzu Libs

[John Burger (jburger]

Hi folks:

 

I met yesterday with Rob Horn (SE District Manager) and Randall Williams (NC Operations Manager) to discuss the problems we’ve been experiencing with the services from Lanter Delivery Systems.  Both are new on Lanter staff – Rob has been with the company for 4 months, Randall for 3 weeks -- so they are coming with a fresh perspective.  Both were well informed of the problems, readily accepted responsibility, and expressed a keen desire to find solutions and retain ASERL as a customer.

 

The services problems at East Carolina University were a major topic of discussion, especially since ‘stuff hit the fan’ there about an hour before we met yesterday.  I won't bore the group with those gory details, but Ron & Randall will be working with William Gee to re-examine the processes that were created for ECU to figure out what has been going wrong and solve those problems.  As a first step, one of the local drivers that serviced ECU has been fired for incompetence/malfeasance.  There will be other changes to come.

 

More broadly we talked about the following issues that affect ASERL-Lanter customers generally:

·         Loss/Damage Liability Limits:  I emphasized that when a bag goes missing, it's not just a customer service problem for the libraries and their patrons, it can also be a significant financial loss.  I have asked that the limit be increased from $100 to $500 per bag.  Rob is not authorized to make that change on his own; this will be brought to Lanter senior management.

·         Dirty delivery bags:  I brought sample tote bags with me -- a brand new shiny pink bag, and a couple that had been in the system for a while that I got from UNC-G -- so R&R could see the repulsive shape they can become.  I learned that ASERL is not alone in this complaint -- other Lanter customers shipping other types of materials have the same problem with dirty shipments.  Lanter is seeking ways to isolate the 'clean' materials from the other shipments -- notably the automotive and tractor parts that make up a large portion of Lanter's business -- that are often the cause of our dirty bags.

·         Poor customer service:  Lanter is aware of the lack of response and is hiring two additional customer service reps/account managers for their Atlanta office.  I asked to be assigned one of the new people as soon as they are trained and ready to be assigned new accounts.  I will meet the new rep later this month.

 

Overall I made it clear we could not continue with the level of service we are currently receiving.  Perhaps I am being naïve, but I left the meeting feeling optimistic about the desire by the new Lanter staff to make things right.  We have already had a few email exchanges with initial follow-up items.  I am meeting with them in 3 weeks to gauge progress toward resolving these issues.  I hope to meet our new CSR/account manager at that time as well.

 

That's the news for now.  Please let me know any questions, or if there are significant points I omitted that you think should be raised as part of these discussions.   Thanks.

 

--jeb

 

John Burger, Executive Director

Association of Southeastern Research Libraries

   ASERL

   Box 90182  /  411 Chapel Drive

   226A Bostock Library

   Durham, NC 27708

   919-681-2531 – telephone

   919-681-0805 -- fax