The Logistics Drive: Featuring Zulqarnain of DAP Asia Pacific
Going the MILE for a SMILE
Inspired by his father who’s a delivery driver for FMCG
products, Mr Mohammad Zulqarnain started driving to support the rest of his
siblings 12 years ago. Today, he is an urban delivery driver working for DAP
Asia Pacific. His day starts at the distribution hub, where he plans and
schedules the delivery orders by urgency and priority, and then he sets out to execute
them to largely shopping malls and retail outlets throughout the day, be it
rain or shine.
A jovial and bright person he is today, Zulqarnain was
apparently a completely different person when he first started out in the
logistics sector. He was shy, terribly afraid of people, carried out his job
without a smile when he meets customers, and did not see the need to have
manners when it comes to greeting others.
“I moved from fearing people in the past, to loving to meet
people now. Previously, I thought my job was just to deliver, chop, and sign –
no feelings involved. I slowly realised this was wrong as I observed how other
delivery drivers did not get the same customer treatment and complaints as I
did. They gave good services and had rapport with the customers, and that made
me reflect that I had to change my way of thinking, to think more about other
people’s feelings and provide a better customer experience,” as he recalls his
rookie days.
“Today, my secret weapon when I go to a new customer’s
location is to let a few other suppliers go ahead of me, while I observe and
learn the manner in which the customer prefers the goods to be delivered,” he
added.
Besides having good customer service, an urban delivery
driver needs efficient time management skills and effective organisational
skills to prioritise their trips and be productive. Zulqarnain also shared that
he needs to be armed with traffic, navigation know-hows and experiences, that
are beyond roads, but also within the malls and properties they operate in.
In a post COVID-19 new normal, Zulqarnain reveals the ‘new
way of living’ as urban delivery drivers have to ‘always be prepared’ for
changes.
Every day is tremendously dynamic as the pandemic situation
constantly shifts, affecting mall operations, the cargo loading and unloading
areas, and routes within the malls. For example, entrances might be shifted to
a faraway point from the cargo areas, sometimes the lift access changes leaving
delivery drivers to use stairs while having to carry the goods too. Zulqarnain
also observed customers behaviour shifting as well as they become more
cautious, and he notes them so that he’ll know how to manage each customer site
better when carrying out the delivery fulfilments.
He feels most satisfied when the customers he serves
appreciates his efforts and service. A simple gesture of asking ‘have you
makan’ or upon seeing him, or exclaiming ‘I’ve been waiting for you’ as they have
been looking forward and expecting him, makes Zulqarnain excited and elated.
But not every day is that rosy with customers. “Some
customers only think about their goods, but not the process of how the goods
get to them,” Zulqarnain said. There was once a customer told him ‘You’re only
a driver, do not ask so many questions,’ which made his heart sink.
When asked how does he cope with such comments or stress
from customers, he said, “Stress is a silent killer, and that becomes dangerous
when you are on the road”. He believes in having close buddies at work that can
help to keep each other focused, even when the day is bad.
On the brighter side of things, Zulqarnain also shared that
having friends in the industry helped him in his journey. Sometimes when they
see other delivery personnel carrying too many cartons, they would jump in to
help one another. He was touched by a recent kind act by a complete stranger –
another older delivery driver who ran up to Zulqarnain and helped him push his
load side by side up a ramp as it was pouring heavily that day. His generosity
and unexpected act of kindness motivated Zulqarnain to also help others through
that rainy and challenging day.
Knowing the pains and struggles of learning the ropes to
thrive in the industry, Zulqarnain hopes to be able to mentor and help other
new drivers overcome the hurdles he went through before. In one word, he
described his journey in logistics as ‘satisfying’, and hopes to pass his
fulfilling experiences down to others!