白手套配送（White Glove Delivery）

十月 13th, 2010

        英文原文：http://www.worldtrademag.com/Articles/Article_Rotation/BNP_GUID_9-5-2006_A_10000000000000913143

      

        尽管面对高失业率以及对未来经济前景的不确定性，白手套配送（White Glove Delivery）服务仍然得到蓬勃的发展。面对昂贵的本土成本，美国人的商业活动日益转向电子商务，甚至连高档家具以及等离子电视这些高价商品也一样。风水轮流转，零售商正在寻求一种增加附加值的方式。白手套配送，尤其对于大型货物，是一种应用越来越广泛的可行解决方案。

        当最后一公里交付（Final Mile Delivery）服务将货物上门带到客户门口的时候，白手套配送服务在各方面更进一步。在白手套配送的服务水平下，工作人员一般穿上靴子戴着白手套，甚至铺上地毯，打开商品的包装，把商品安放在客户家中的目的地房间，安装好后再确认是否运作正常，然后把置换下来的旧东西连同之前的包装材料一并清理带走。甚至连冰箱里的包装带也被一并清理走。

        时至今日，综合服务正在快速成为白手套配送的标志。原因在于，即使零售商决定将商品送货上门，甚至到达正确的房间，也不足够赢得回头客了。3PD公司的首席营销官Will O’Shea补充道，“配送跟安装，过去是两个不相连的事件。

        现在白手套配送将两者联系起来。一些综合服务提供商，像在乔治亚州的3PD公司，甚至提供复杂的装配服务，例如装配按摩椅和洗碗机。那样就要求货车储备一个基本的工具箱和普通连接件，像水管阀门以及洗碗机的电插之类。3PD公司还对家具的小损坏在发运前进行修补，对购买大件电子商品的买家进行基本的操作讲解。“我们对安装过的设施发放证书，”O’Shea说，“同时派新员工去跟随经验丰富的队伍学习优质客户服务的细节。”

        Pilot货运公司已经就白手套配送发展出标准的操作程序。这套程序包括一些复杂的组装清单。“我们组装许多带有脚踏、扶手和振动器的按摩椅，”Pilot公司在宾夕法尼亚州的特种服务副总裁Kelemen解释道。许多程序因此可以标准化。

        电子商务是今天白手套配送背后的主要驱动力之一。“人们对于在网上购买大型商品，例如家具、床褥和电器，感到越来越放心，”O’Shea说。人们在网上购买那些十年前他们只会在本地购买的商品。

        同时，根据Kelemen的说法，因为大型商品必须配送往各个购买地区，因此商品陈列室可以在维持较低库存的情况下可以不经处理就直接把商品配送给客户。

         

转载请注明原文转自《洋务博客》，

地址：http://www.waimaodaili.com/post/White-Glove-Delivery.html

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