May 2008 Newsletter

Welcome

It's Issue 9 of our monthly newsletter already, and we're going from strength to strength. It seems our mailing list grows on a daily basis. If you think it's an interesting and useful read, don't forget, tell your colleagues, friends and family about it and direct them to www.customsclearanceuk.com to subscribe. CCL's services are offered to private individuals as well as businesses, and anybody returning from holiday or a business trip with an extra-special souvenir, or perhaps buying on-line from abroad, could find themselves in need of some help from CCL.

Keen to build on the success of our web site, we're pushing our new branding out to some great exhibition display stands. With the trade show season getting going, we kick off with the Mail & Express Delivery Show in early July. If you're planning to attend, look out for us and make yourselves known - we'd love to meet you!

We've also put together a great new brochure and you can download a soft copy from our site at www.customsclearanceuk.com/brochure.php.

You'll notice we've launched another new feature in both the newsletter and the web site - testimonials. Each issue we'll be quoting from one of our satisfied customers, and they in turn get a link to their own web site from the testimonial on our web site and the newsletter. If you'd like to gain a little extra promotion from linking with Customs Clearance Ltd, drop us a line with a publishable testimonial saying why you value our service, and we'll be happy to oblige. We also have a formal 'Links' page on the web site, which you can access via www.customsclearanceuk.com/links.php - just follow the instructions to submit a link to your site.

Enjoy the issue and don't forget, for any customs and importation queries, make our friendly and approachable Customer Services team on +44 (0)20 8231 0900 your first port of call.

In this issue

A Cautionary Tale
Q&A - Everything you wanted to know about importing, but were afraid to ask!
Trade Shows - Where to find CCL
What our Customers are Saying
Coffee Break Story: Cash Flow and Collaboration

A Cautionary Tale

It's an interesting world sometimes. There are so many specialised areas of business that it's very hard for the smaller company to keep on-side with everything. Whether it's recruitment and staffing, health and safety, legal and financial, sales and marketing. Or imports and customs clearance.

You can't necessarily afford to employ your own people in all these fields, so you turn to the open market, looking for specialists. And it's good news, because they're out there. Consultants, freelancers and specialist service providers - experts with years of experience and an encyclopaedic knowledge of their field. What do they know? Everything! They know the rules, regulations and legislation. They know the people, organisations and government bodies. They know how to get the best out of suppliers, and how to navigate procedures. They know the best way to draft a contract or a letter. They know what needs to go on the forms to ensure you get ticks in all the right boxes. They know how to save you time, effort and money. They know how to help you get more 'bang for your buck'. Most importantly of all, they know how to make sure you stay within the law.

In fact, what they know about their specialist area, you don't need to know. Indeed, you can never hope to know it all - it's the cumulative knowledge and experience of years of handling specific projects and jobs, with all their issues, challenges and problems.

But you see it all the time - a company may invest in outsourced specialist resources for a while. Perhaps to get them up-and-running, or past a particularly sticky audit, or because they've been convinced of the benefits. Then, a few months down the line, comes somebody looking to save some money. Somebody who maybe didn't experience the headaches from the time when specialist expertise was unavailable, or who wasn't in the spotlight at audit-time, or who wasn't at the presentation when the specialist demonstrated the value of every aspect of their service. And with a sweep of the pen, the specialist is 'history'….

So here we are, at NewCompany Ltd. They've been in business for a year or so, importing some rather classy lines from around the world. They're getting a name for themselves and sales are on the up. Their customs clearance specialist (you can guess who that is, can't you?!) has been handling all their imports and clearance for months now. Most shipments arrive without a murmur, and the occasional tricky one is deftly handled by our specialists - in truth, it's so deftly handled that NewCompany Ltd never actually knows or cares when problems arise. They arise, they're dealt with, and the shipments stay on-the-move.

So it comes as something of a disappointment when NewCompany Ltd announces that, with money management in mind, they need to handle their shipments differently - doing some work in-house and taking a lower-cost approach. So it's 'thanks and goodbye' to our specialist, and life goes on.

Flash forward a few months, and, to be fair, things have been going fine. As before, most shipments have continued to arrive without a murmur. But then one of those problem situations arises. Some goods taking a roundabout route from origin to destination arrive without some vital paperwork. It seems something got overlooked and now there's a consignment well and truly stuck - something to do with a missing import licence. This is the sort of problem our customs specialist would take in their stride (in fact, more likely, the situation wouldn't have arisen in the first place). They'd understand what had happened and its implications and would know what to do, when to exert pressure, and on whom. They'd be able to get things resolved. But NewCompany Ltd now faces a problem which is rapidly escalating. Who do they need to speak to? What should they do? Where does the missing paperwork come from? What else is needed in order for the missing paperwork to be completed? Can it be done 'after the fact'? Does the shipment need to be turned around? How do they deal with the shippers? What are the delays costing? What do they tell the customers? Indeed. Grounded shipments can quickly turn into frustrated customers, and frustrated customers can turn into a faltering reputation in no time at all.

So this is something of a cautionary tale. And it applies to so many other areas of business, as well as imports and customs clearance. It's not only what your specialist does for you on a good day that counts, although, day after day, they smooth your path and help you to avoid problems and better serve your customers. What really counts too, is how deftly they can get you out of the mire when a problem arises. It's how their expert knowledge and connections can be vital on a bad day, saving you time, money, effort, stress, and quite possibly, your reputation.

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Q&A - Everything you wanted to know about importing, but were afraid to ask!

Each issue, we answer in brief one or two of your more specific customs and importation questions.

Q: We are importing a container of bicycles from Argentina. How can you assist? What happens to clear an import? Do your customs clearance procedures ensure that all correct forms are filed and tax and duty paid?

A: We can handle all customs clearance and delivery to wherever your consignment needs to go. We need to know which shipping line you intend to use and into which port the consignment is due to arrive. We would need to have all the documents that you get from Argentina. We can pay all duties and taxes on your behalf and for this service we charge a 5% usage fee. Duties and taxes would then have to be reimbursed to us immediately. As this is a full container load, the shipment will be cleared at the port and delivered directly to you straight from there.

Q: What paperwork do you give me to show I have paid the import duty and VAT and any other charges?

You will receive a complete customs entry along with copies of any documents and an invoice showing a complete breakdown of all individual charges.

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Trade Shows - Where to find CCL

Customs Clearance Ltd will be making a stand at one or two trade shows this season. Be sure to look out for us and make yourselves known! Drop in for a chat with Rudee or one of our team. We'll be running a draw too, so you might get lucky and win a really great prize. First show on the schedule:

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What our Customers are Saying

"When I get bogged down with questions that I don't truly know the answers to, I call CCL. When it comes to shipping, no problem. When a delivery needs to be made, I have the network. But when it comes to UK HMRC rules and regulations, I have no clue, so what do I do, I contact Customs Clearance and they get me out of trouble.

Thanks guys!"

Rob Forshaw - Excalibur international

www.sharpservice.com

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Coffee Break Story: Cash Flow and Collaboration

We continue our series of 'coffee break' stories for you. Enjoy!

It was a normal day; up at the crack of dawn, out of my apartment by twenty after six and down at the on-site Gym 'n' Swim, ready and eager for doors at six thirty.

It's like a ritual, three weeks in the swimming pool and the fourth week pounding the gym; at my age you have to keep your health in check - do the things you like or even the things you hate, but eventually the pain turns into fun and fun turns into real pleasure. Or am I addicted?

So I'm there in the pool on my 30th length, at mid-point. Another 30 to go but I feel good, I feel strong, focused on technique trying to keep my timing on my breathing, getting faster by the second, competing against myself and anybody else in my way. They aren't aware but they are my competition. I'm the first in the pool and the last of the early-birds to leave. I can't show weakness - I cannot give in and be defeated.

Beijing, here I come, just like an Olympic swimmer on the final length. Goggles steamed up now, awkward waves masking my vision but the pressure is on to beat the clock. The crowd's going wild with metres to go and seconds to spare. Going after the world record with the end in sight. A quick glance to the left and right and I'm clear, where is the competition? In my head - I'm an Olympic champion with a personal best, but I clock the time and it's time to go.

This is the usual start-of-the-day routine for me on four or five days a week depending on my work schedule. It allows me to stay one step ahead of the game. What I mean is, it allows me to take control and be ready for action when the situation arises. It allows me to plan through and prepare for a hectic schedule, it gives me the inner strength and confidence to tackle any messy situation or any unforeseen problem that may rear its ugly head, because, in my line of work, you never know what you're gonna get from one day to the next.

I'm on the move now, on the train scrolling through emails on my Blackberry, answering what I can and addressing the important issues. Things seem to be going so well, but then my cell rings. I didn't take the call. I'm kinda fussy like that. I don't think it's appropriate to air your business in public; you never know who's listening and you never know who you're annoying, so as a rule I just don't entertain it. I intend to return the call as soon as possible once the crowds have gone. However, if you withheld your number and didn't leave a message, there's no chance I'd call you back. Well it couldn't have been that urgent, buddy, now could it? On this occasion the calls kept coming, so I reached into my pocket and had a look to see who it was.

It was the office downtown. It was important, it was urgent. The phones were going crazy, the customers were getting angry, my team was coping - but only just - given the circumstances: Our service provider in London, England had placed our account on "STOP". Stop! What? Well that could only mean one of two things. Either that we hadn't paid our bill or that UK HMRC had our consignments under investigation and had detained our shipments. I hoped it wasn't the latter, and to my relief, it wasn't.

I know, it's nothing to be proud of; we have a little cash flow problem. So little that our account is now on hold until immediate funds are transferred into the UK account and the balance is brought up to date. Well, obviously I was aware of the cash flow problem, but I always maintained that we paid our suppliers and service providers on time, and especially our overseas associates that we rely upon heavily - their location, local knowledge and experience is paramount to the survival of our business. What I mean is …. well, let me explain our business and what we do.

We are international freight and courier forwarders, based in Philadelphia, USA. Our clientele is vast on the global circuit and the majority of our business is destined for the UK and across Europe. We send our consignments into the UK but we do not have our own offices there as this is far too costly for us. So we use partners to provide the services that we lack, but which are essential to the business. This particular service provider arranges the customs clearance and onward forwarding delivery on our behalf. They invoice us daily, providing full tracking details. Their standards are high and we have no complaints about their service. I think they could be a little cheaper, but hey, I'm in no position to rattle their cage because they get the job done, just as we need it. Because they maintain the relationships with UK HMRC and they understand our requirements and our own customers' requirements in turn, we allow them to communicate with our customers directly, who then gain the full benefit of their expertise.

But there is a problem and I have to fix it. I need to take stock of the situation and put the wheels in motion. Am I embarrassed? Yes, but I'm more annoyed with myself that I allowed this situation to run out of control. But, thanks to my swim, I'm cool and calm, and I gather my thoughts as I need to make that all-important phone call to London, England to exchange words, to apologise, but most importantly, to try to get things back on track. So I make the call and they were having none of it. I didn't take it personally - business is business, after all - since I didn't really have a leg to stand on. All that really mattered to me at that point was that I had a lot of screaming customers wanting their P.O.D's from consignments that should have been delivered yesterday, so I knew I had to grovel and plead, give assurances and put measures in place and get those funds transferred immediately.

Customs Clearance Limited are a very fair company. In all the time we've used their services they've been upfront with us and very transparent. We know where we stand with them that's why I'm so disappointed with myself in allowing things to go this far. I couldn't pay all that was due as cash was really tight. There were payments coming in, but not quickly enough and at the same time I had staff wages to pay, so I had to raise the funds from my personal finances to fulfil my commitment and obligations. I managed to negotiate a deal that allowed me to pay off in instalments and I'm grateful for the support and understanding they gave me. Even though they had their own concerns, they still valued us as a customer, which I really appreciated, given the circumstances.

Now, I've heard stories of companies going into liquidation due to mismanagement of overseas partners. We could have been another one on the list. Customs Clearance Limited took the time to learn of our situation and offered appropriate understanding and assistance. Their initial approach was to protect their own business by putting our account on hold - and that's understandable - but funnily enough, that did us a huge favour. I couldn't see it at the time but I do now. Now we have payment structures in place and the service continues to be excellent. The wheels are turning again and my customers are happy. Thank you Customs Clearance!

Don't take my word for it though, contact them yourself by visiting www.customsclearanceuk.com

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