Crown Logistics Built on Trust

After speaking with Ed Carnell, Director of Special Projects, Crown Logistics in the U.S., you quickly understand what is most important to him – earning the trust and respect of clients. “In this business, you build relationships on trust,” said Ed. “Once a client believes in you, trusts you with their merchandise, they will continue to give you business.”

Ed has garnered over 40 years of experience in the logistics industry and, during that time, has come to understand that a community of trust must exist among everyone associated with a job. “There are a number of third-party vendors that I have to rely upon to do the job right,” explained Ed. “There are freight companies, interior designers, contractors, purchasers to name a few. Over the years they have gained my trust, so I use them.”

For example, when dealing with a 5 Star Hotel there is no room for error. Ed has guided logistics teams in the FF&E (Furniture, Fixtures and Equipment) side of the business through some tricky situations. As one hotel executive attested, “as in all hotel installations, unforeseen problems occur. Ed quickly addresses these problems to the satisfaction of all parties involved.”

Paying attention to the minutia of each job is critical. Everything from the carpets, couches, chairs, artwork throughout the hotel, restaurant equipment, to the bathroom sinks, chandeliers and bed sheets must be purchased, safely delivered from the manufacturer and warehoused until the hotel is prepared for delivery. Trust is not built when a U.S. $20,000 chandelier is delivered damaged. That is why Ed only uses qualified people.

“You must grow, nurture, and train people until they become the kind of employees you can be proud of, the kind you can trust,” said Ed. “You just don’t hire someone off the street and expect them to be able to operate at the highest level.”

An obstacle that Ed could not evade was the repercussions of the 9/11 tragedy. Before 9/11, hotel occupancy was at 92%. Afterward it plunged to 24% nearly bringing the hotel industry (and with it, FF&E) to its knees. Fortunately, by mid-2004, hotel occupancy rose to 88%.

“The signs are promising,” explained Ed. “Crown Logistics around the world, is continuing to build relationships through trust and is expanding its services – including global sea and air freight for the energy industry, third-party distribution of high-fashion merchandise and transportation of fine arts.

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