In the fast-paced world of logistics, getting timely responses from partners can make or break your supply chain efficiency. We asked industry experts to share their proven strategies for handling unresponsive logistics partners and getting the answers they need. Here's what three supply chain leaders had to say about maintaining effective communication when standard channels fall short.

Escalate Urgency with Dual Communication Channels

The most effective way to follow up with a logistics partner is to escalate the urgency by combining communication channels-sending a professional email followed by a direct phone call. For example, we once faced delays with a shipping provider that impacted scheduled deliveries to our self-storage facility. Despite multiple emails, we received no response. To resolve the issue, I sent a detailed email outlining the problem, its operational impact, and the urgency, copying their manager and key contacts. I followed this with a phone call to the main office, referencing the email and requesting immediate action. This dual approach not only got their attention but also expedited a resolution, ensuring the deliveries arrived within 24 hours. Clear, professional persistence often gets results when dealing with unresponsive partners.

Alex Morgan-Jones, Operations Manager, Optima Self Store

Use a Multi-Pronged Follow-Up Strategy

Timely communication is key. But sometimes, even the most reliable partners can become unresponsive. When that happens, it's crucial to have a follow-up strategy that cuts through the noise and gets their attention. I've found that a multi-pronged approach works best. Start with a friendly email reminder, followed by a phone call. If you still haven't heard back, try reaching out through alternative channels like LinkedIn or even a well-placed tweet (if appropriate). The key is to be persistent but polite, always maintaining a professional tone.

I once had a situation where a shipment was delayed, and the shipping provider was giving us the silent treatment. We were in a bind because our client was expecting their order, and we had no updates to provide. After several unanswered emails and phone calls, I decided to escalate the issue by contacting their customer support team on Twitter. I briefly explained the situation and tagged the company's official account. To my surprise, they responded within minutes, apologized for the lack of communication, and provided an immediate update on the shipment status. Sometimes, a little public nudge is all it takes to get the ball rolling.

Zeke Abraham, Vice President, Prime Line Packaging

Balance Persistence with Professionalism

Let's be real - chasing logistics providers for updates is just part of the daily grind in this industry! While emails usually do the trick, sometimes you've got to pick up the phone when things aren't moving fast enough.

I remember a particularly challenging situation with a time-sensitive international shipment stuck in customs. When our usual emails weren't getting responses, we had to get more proactive. We started with follow-up emails but quickly moved to phone calls, and eventually had to escalate to their management team. The key was staying persistent while keeping it professional - nobody likes working with someone who's throwing a fit!

The whole experience taught us that sometimes you need to be the squeaky wheel to get the grease, but how you squeak matters! Building good relationships with your logistics partners before you need urgent help goes a long way. Start with emails, follow up with calls, and don't be afraid to escalate when needed - just keep it professional and constructive. Getting shipments unstuck is all about the right balance of persistence and partnerships.

Omri Katz, COO & Co-Founder, Cubic

Key Takeaways for Supply Chain Success

What emerges clearly from these industry insights is that effective communication with logistics partners requires a strategic blend of persistence, professionalism, and escalation tactics. Whether it's combining email and phone communication, leveraging social media channels, or building strong relationships before issues arise, the key is to maintain a balanced approach. Remember that while getting a response is crucial, preserving professional relationships is equally important for long-term supply chain success. By following these expert-backed strategies, you can better navigate communication challenges and keep your shipments moving forward efficiently.