Sorry, we missed you
You know how they say, "My life flashed before my eyes"? Just now, my professional life flashed before my eyes like a film reel... Watching the British film “Sorry, We Missed You” on Mubi brought back memories of all those years. I highly recommend everyone to watch this wonderfull movie but I will just evaluate it on profesional aspects of courier sector.
It’s been over 20 years since I started working in this industry, holding various positions from middle to senior management. Every day was a new experience. I’ve accumulated many memories, both good and bad. Despite the challenges posed by malevolent bosses, I eagerly went to work every day. Even during tough times, I was able to stay passionate about my job thanks to my wonderful colleagues. Being part of this industry has always made me feel good.
There’s a phrase I frequently use during client visits that I believe best defines this sector: "This job is like being a goalkeeper; you save a hundred goals, no one remembers. You let one in, no one forgets." That’s exactly how it is; you transport hundreds of thousands of parcels without mixing them up, losing them, or damaging them, from one end of the country, or even the world, to the other in a single day, and it’s considered a completely ordinary service. Yet, a few errors among hundreds of thousands result in a lost or damaged parcel, and suddenly that single package becomes the most important thing in the world.
As the deputy general manager responsible for sales, marketing, and customer relations, I had to come up with solutions for all these complaints every day. Is it possible for an organization operating over hundreds of thousands of square kilometers, with thousands of vehicles and tens of thousands of personnel, to work flawlessly? On top of that, consider factors beyond your control, such as road conditions, weather, electricity, and internet infrastructure.
Now, I want to return to the main topic, the film, because behind all this, the real heroes ensuring the system operates almost flawlessly are those handling the first and last mile delivery – the couriers. These are the people you often don’t even look at when they deliver your package. They spend their entire day in traffic and on streets with no parking spots, facing countless challenges, while also dealing with many difficulties at home, just like the protagonist in the film.
These companies are living organisms that operate 24/7. From the moment a package is picked up until it reaches its final recipient, there are numerous uninterrupted steps happening day and night. Advanced technology and systems are certainly used, but the most crucial element keeping the system afloat is the special spirit that dedicated individuals bring to the job. During my long tenure as a senior executive in various local and international companies, I can definitely say that the key factor in the success of this daily challenge is the commitment and dedication of the people involved.
Looking at the management teams of companies in the sector, you’ll see that almost all of them consist of people who have worked in this field for many years. Most have experienced nearly every step of the job firsthand. Without knowing what couriers go through in the field or what happens in branches, it’s very difficult to keep things running smoothly. Consequently, executives brought in by owners who don’t understand the job often end up causing significant damage and leaving the industry, unable to succeed. Of course, there are some who excel due to their personal qualities, but unfortunately, their numbers are limited.
Due to the highly human-dependent nature of this sector, loyalty and emotions play a significant role in the overall operation. Demographic factors must be taken into account. During my time as the country director for FedEx or when I managed the GLS license, I clearly saw the difference between the motivation-based work style in Mediterranean countries like Turkey and Italy, and the system-based work style in countries like Germany and the UK. However, as brilliantly depicted in the film, even in the UK, the personal circumstances and psychology of employees have a decisive impact on performance.
As a consultant myself, when advising foreign courier companies looking to enter the Turkish market and start new ventures here, a significant part of the task is establishing a healthy system with the right people.
There are hundreds of special memories in my mind on this topic, inspired by the film. Of course, I won’t make the post unwieldy by writing about all of them. But in summary, the primary asset of this sector is its people, and only companies that take good care of their employees can succeed in the long run. Technology, systems, and capital are essential building blocks, but it is a quality, happy team and experienced managers who can harmoniously lead them that will bring success.