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Customer service of the highest order

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Living in Bermuda, one becomes used to waiting for a considerable amount of time to deliver something ordered online. It is not unusual to wait up to three weeks to a month to receive the desired goods.

Amazon workers are delivering record numbers of packages year-over-year

More often than not, one can look on Facebook and see any number of Bermudians raising concerns about waiting for items.

Obviously, there are some challenging logistics to do with collecting goods from a central delivery area in America, moving those goods from there to Bermuda, inspecting and processing them through Customs, then finally sending them out for customer pick-up or delivery.

Tick-tock

Sargasso Sea is becoming Bermuda's own version of Amazon Eats

All of the above adds up to the time periods in between ordering goods and actually getting them in your hands.

In asking around friends and family in various islands, it seems to be an average waiting time of ten to 14 days.

All of this is in stark contrast to those who live in America and order goods online.

While in New York a few weeks back, I had reason to order a few hard-to-find goods from Amazon. Items such as lapel pins, organic cashew nuts, face masks and some hard-to-find vintage comic books.

Sargasso Sea's Carla Hayward Smith is one of the most professional and friendliest delivery agents one could ever ask for

Still, on “island time”, I had prepared myself that I might not get the goods before I left. Clearly, I was wrong.

Within a few hours, I was notified via e-mail that my goods were on the way, when they were on the truck, and how many stops before final delivery.

More often than not, within 24 hours, I would get e-mail notifications with accompanying pictures showing that the items were left at my door.

Quite impressive, to be honest.

Big blue trucks

There is clearly some well-thought-out system in place for persons residing in America to receive goods within 24 hours of ordering.

While the typical person may never know all of those inner workings, it is impossible not to see some of them in action.

Driving in America, no matter which state, one is bound to see an Amazon truck — whether the big container trucks on the highways or the smaller delivery trucks on local roads.

What is interesting is the frequency with which you see them.

On any given day, one could count at least 20 to 30 of these vehicles.

Without a doubt, the seamless deliveries, coupled with the world’s insatiable appetite for online shopping, are the prime reasons — pun intended — for why Amazon’s profits tripled over the past 18 months. Especially during the ongoing pandemic when buying online was the de facto way of shopping.

"Amazon delivered a record performance in 2020 with annual revenue up 38 per cent to $386 billion, a yearly increase of over $100 billion. Net profit for Amazon was up 84 per cent for the year as compared to last year." — Forbes.com

Apps, apps, apps

Whether it be rare comic books, a needed electronic item, the latest clothing or food from around the corner, Amazon and other entities have found a way to evolve, improve and grow their business models constantly.

Here in Bermuda, we have Sargasso Sea as an ever-growing entity for the convenient delivery of food and other items, all of which require a network of persons organising and delivering our goods.

The next time that you see an Amazon driver or a super-friendly Sargasso agent, such as Carla Hayward-Smith, please tell them “job well done”.

Christopher Famous is the government MP for Devonshire East (Constituency 11). You can reach him on WhatsApp at 599-0901 or e-mail at carib_pro@yahoo.com

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Published June 11, 2021 at 8:00 am (Updated June 10, 2021 at 7:09 pm)

Customer service of the highest order

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