LCB shares the secret to world-class service
Following the busiest time of year for drink logistics, London City Bond (LCB) reveals the secret to its consistent delivery of world-class service: its dedicated staff.
For logistics companies like LCB, the months leading up to Christmas mark their busiest time of the year. The bonded warehousing firm faces several challenges when managing peak volumes, which puts pressure on its resources, suppliers, and the expertise and flexibility of its dedicated staff. However, with nearly 40 years of experience in handling goods, LCB has built a strong legacy of meeting client expectations. The company consistently delivers first-class service across its operations, despite the challenges it faces.
While the board is responsible for making strategic decisions, it is ultimately up to the staff to implement those decisions and bring them to fruition. The LCB board believes in empowering employees to make choices and turn ideas into reality, as they are often the closest point of contact with customers and build strong relationships with them. Although not everything always goes according to plan, LCB views these situations as opportunities for learning and improvement, emphasising a culture without recrimination.
LCB prioritises employee engagement and invests in its staff in various ways, recognising that each individual is unique and that what works for one person may not work for another. By fostering a positive working environment where employees feel valued, LCB has achieved an impressive average length of service of more than 10 years. This is particularly noteworthy in the logistics industry, where employees often switch jobs for small pay increases.
LCB is committed to fostering personal growth among its employees, from drivers who engage with consumers daily to the dedicated warehouse and administrative staff working behind the scenes. The company offers qualifications and provides the latest equipment to help them perform their jobs as efficiently as possible.
David Hogg, sales director at LCB, explains: “The Board at LCB is proud of its staff’s contributions and constantly seeks new and innovative ways to nurture their development. After all, if we can rely on our staff to provide a first-class service, which we hope is the envy of many, then it goes a long way toward achieving the level of customer satisfaction that we all aim for.”
From education to the doorsteps
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The drivers play a crucial role in LCB’s operations, serving as the vital link between the company and customers. Each day, they represent LCB in face-to-face interactions and go the extra mile to ensure customer satisfaction, often delivering packages beyond the customer’s doorstep and, where requested, placing them in specific locations, such as a store cupboard. Unlike typical parcel carriers who might leave packages at the door, the company’s drivers take the time to provide a more personalised service.
To support drivers in their valued work, each driver is equipped with the latest E-Pod devices for deliveries and inspections at customer locations. The technology enables nearly instantaneous proof-of-delivery notifications. While this may be standard practice for many parcel carriers, it’s important to remember that LCB is a bonded warehousing company that also offers a reliable and trusted delivery service.
For warehouse personnel, essential training includes mechanical handling equipment, health and safety protocols, and manual handling techniques, all of which are vital to their daily work. These qualifications, provided by LCB, help ensure smooth operations and equip staff with the knowledge and skills needed to deliver precise, high-quality service safely.
The company also actively encourages both warehouse and administrative staff to participate in courses offered by the Wine & Spirits Association, with some staff members now qualified up to Level 4. LCB strongly believes that allowing staff to develop an interest in the products they handle and to gain relevant qualifications creates a win-win situation for both employees and customers.
As the most recent incentive, LCB has collaborated with the Bonded Warehousekeepers Association (BWA) to create a Level 3 qualification in Excise Practices and Procedures. Many of the company’s administrative staff have successfully earned this industry-recognised qualification. To celebrate their achievements, LCB staff attended a lunch hosted by the BWA for all students at The House of Commons.
Additionally, the company provides ongoing mentorship for candidates participating in courses funded by the Apprenticeship Levy. This support helps them gain qualifications in various management and supervisory skills.
The company provides a range of benefits, including up to 34 days of annual leave, discounted shopping at a variety of stores and services, a cycle-to-work scheme, and a salary sacrifice electric vehicle (EV) car scheme, available to some staff.
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