Good communications start from the field. In general, the updates sent to a client will be from an employee based in the office, but without good communication from the person in the field the person tasked with updating the client(s) will not be able to pass on important times, figures, and other pertinent information in a timely fashion It is critical that the employee in the field passes on information, times, figures and communicates operational issues, in order for our communication to meet or exceed the client’s expectations.
• Visual cargo issues or analysis that delays a vessel whilst on the berth.
17.1 Client Communication
o A circumstance that requires the client to make a decision.
Client communication has and always will be an integral part of trade operations.
▪ First foot analysis off-spec.
However, over the years as technology has developed, the industry has embraced the need for timely communications. Most of the time the client is an operator from an oil major or trading company, and their job is to liaise between the trader and all service providers to ensure a smooth operation. As a result of all the various modes of communication available today, client communication is more important than ever. A client’s expectation is always to be kept fully updated. Whether an inspection company is working for a client 100%, 50/50%, or on another shared basis, the client has no physical involvement in an operation. The Inspector or chemist in the field is that clients “man on the ground” the client’s eyes and ears. If we communicate well, the perception is that we provide good service, and if we communicate poorly, the perception is that we provide bad service. Good communications are paramount if we want to make our clients feel like we care and gain more business.
▪ A specific sample drawn that fails on appearance.
Serious safety incident.
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Important real time communication must when possible be made verbally (especially if out of hours). Call the client via phone and then send an email confirming the details of the conversation and any action that has been agreed.
17.1.1 Real Time Communication
Generally, most communications sent to the client are for routine events via e-mail. These updates should be sent as soon as operationally possible; however, there are certain scenarios where it is essential to contact the client in real time, no matter what time of the day or night:
Important note to remember:
SGS has not chartered the vessel, SGS does not own the cargo, therefore ultimately the problem is the client’s responsibility. If a client is informed of an issue immediately, that issue can be dealt with promptly. DO NOT take the responsibility of making a decision that could be considered incorrect after the event without liaising with the client. Calling a client in the night can sometimes be a daunting task, as the question you ask yourself is “how will the client respond when awoken in the night” but be assured that the client will always appreciate a call in real time as opposed to being made aware of it the next day when the vessel has sailed, and the job has completed.
• Vessel or terminal have different quantity instructions.
o Discrepancies must be resolved prior to commencing loading or discharging.
• Vessel overloads and underloads.
• Off spec operational analysis.
o Analysis that could potentially delay a vessel berthing.
▪ Shore tank analysis off-spec.
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