It’s no secret that we’re only able to do what we do with the help of our amazing couriers, self-employed or otherwise. Our Courier Spotlight series aims to highlight our couriers on an individual basis, while also providing insight into the eventful life of a courier.
In the first edition of our Courier Spotlight series we spoke with Karl, who is one of our many amazing Oxford couriers. Karl has played an integral part in CitySprint achieving an incredible 4.9/5 rating on Trustpilot through his hard work and resilience. As one of our most mentioned couriers on Trustpilot, Karl always puts the customer first and ensures that his customer service skills are second to none.
Karl recently sat down for an interview with us so we could get an insight into what goes on behind the scenes in the life of a CitySprint courier.
How long have you been a courier for CitySprint?
“4 years, best role I’ve ever had.”
What inspired you to become a courier, and how did you get started in this profession?
“I used to work as an HGV driver but became frustrated with the mistreatment I experienced from companies. In response, I decided to purchase a van from a friend. Initially, I planned to convert it into a camper van if my courier venture didn't succeed. Fortunately, things worked out well, and I never had to go through with the camper van idea. Since then, I've never looked back.”
We would love to know a little bit more about you. Why don’t you tell us a little bit about your personal life? If you don’t mind, of course.
“Certainly! In my personal life, I am happily married and have two children who have already moved out. It's just me, my wife, and our beloved dogs now. In my free time, I enjoy paddleboarding and visiting Cornwall. I've have lived in various places, including Cyprus, South Africa, Germany, Scotland, and Wales. Out of them all, Cyprus holds a special place in my heart and is my favourite.”
What would you say is your favourite thing about being a courier?
“My favourite thing about being a courier is the opportunity to interact with customers. Unlike my previous job as lorry driver where I rarely had the chance to see anyone, being a courier allows me to engage in conversations and have a chat with them. This aspect of the job is highly enjoyable for me. Also, I have a passion for gardening, so I love seeing customers' gardens and gaining inspiration from them.”
Delivering packages requires a lot of patience and dedication. Can you share a challenging experience you faced and how you overcame it to ensure customer satisfaction?
“While I haven't encountered many challenging experiences, there have been a couple of instances where I faced delays due to a vehicle issue. I always make it a priority to keep the customer informed throughout the process. In such situations, I proactively call the customer, Wickes, and Michael my service centre manager, to provide updates on the situation. By ensuring that everyone is kept informed and up to date, any potential issues are usually avoided, and customer satisfaction is maintained.”
Can you share a memorable experience where a customer’s review had a significant impact on your motivation and approach towards your job?
“One customer was happy and grateful that I had waited for her to return home after dropping the kids at school. She really needed the delivery so was ecstatic that I had waited.
Another experience that stands out is when I came across a broken-down car on a cold day with a woman waiting without a coat. I turned around to check on her and offered her a lift, but she already had assistance on the way. However, I gave her my new jacket to keep her warm. Acts of kindness like these remind me of the impact I can have on people's lives through my job.
Every smile on a customer's face brings me joy and motivates me to continue providing excellent service. Their gratitude and appreciation make me smile and feel like I’m doing a great job.”