When working with various providers, such as carriers, third-party logistics, firms and warehouses, it's not just about their capabilities or scope. The people we work with make all the difference with creative solutions to our problems. Or will they simply say "no" without exploring alternatives?

I've experienced this firsthand. When working with a top five truckload carrier, I often encountered a rigid "yes or no" approach to requests. Our other key truckload carrier was a mid-sized carrier. Their customer service manager, Darren, consistently offered solutions or alternatives to the needs we had. One instance stands out: We needed a shipment picked up in Houston and delivered 2,000 miles away within five days. The larger carrier said "no," they could not help even when we offered to pay for premium services. But Darren proposed an alternative – picking up the shipment the next morning, which would still meet our delivery deadline. His creative solution saved the day. He always had a solution for us!

This experience taught me the importance of having a provider with a solution-oriented mindset. These individuals go the extra mile, thinking outside the box to find alternatives that might not be exactly what we asked for but can still solve the problem. They're invaluable in building strong relationships. If you can find this key individual, they will make their company a star for you. So, even when you add in all of their services and technology or real time tracking services, the right person makes the biggest difference.