We close 2020 with validation of many core ideals and some newfound insights to take with us into next year.
Despite the march toward commoditization, relationships still matter. When half the air cargo capacity evaporated as passenger flights ceased, relationships with airlines and brokers were critical to success. Knowing those players locally gained us access and space when our customers needed it most. Chaos at every port and gateway was often overcome by the relationships on the ground.
Relationships with our customers became more important than ever. They were stressed, working from home too; the typical approval process was more cumbersome at the exact moment when decisions needed to be timely. Only insight and trust allowed risky commitments to deliver, and that only comes with keen rapport and understanding.
The crises also demanded we see the world the way it was in the grip of the pandemic, not the way it had been in the “good old days.” How can you move hundreds of millions of units of PPE when half the capacity is eliminated overnight? You innovate, leverage those relationships, and find a new way. Success is never sweeter.
Our survival and ultimate success were built on recent investments in cloud-based systems worldwide. Data passed from origin to destination in real time, while at times our offices in Asia and the US were closed. Our teams worked from home and didn’t miss a beat. Work from home eliminated commutes and the risks of social spread and gave us more flexibility to communicate across 12 time zones for clarity, and it likely continues to give us options in the future.
Finally, the law of supply and demand is highlighted during a pandemic. Contracts will fall when supply is disrupted. Credit terms will tighten, and cash is king. We observe, evaluate, and write the new battle plan: Stay flexible, be creative, remain calm. We do this again tomorrow.