Following a week of steadily rising prices Thursday saw subdued trade and signs of a price retreat as prices have tended to romp ahead of sluggish demand at grass roots level. The market has once again been cynically manipulated by speculators who have re entered the market in force recently.
Both the dollar and the Euro gained against the pound while Brent crude closed at $81.61 per barrel.
Maunday Thursday was a difficult day for us largely due to the unreasonable expectations of a number of potential customers who seem increasingly unable to plan ahead but nonetheless expect us to be hanging on a peg behind the door awaiting their summonse.
It is a well known fact that demand invariably increases in the run up to Bank Holidays we are well aware of this and allow for it, however even we are incapable of responding positively to the disorganised schmuck s who call after mid-day the day before a Bank Holiday expecting, or in one or two instances, demanding a delivery by teatime. When the situation was carefully explained they then proceeded to berate us for not working on Good Friday, it is a measure of the way things have gone that to many Good Friday is just another day in the diary of rampant consumerism rather than a day of peace and quiet contemplation.
In the past year we have invested heavily in new truck capacity to increase service levels and overall efficiency but even so we are unable and increasingly unwilling to handle the demands of a small sector of business that appears to hold us in utter contempt judging by the attitude displayed towards hard pressed staff several times yesterday. This numerically tiny but incrediblydisruptive element impinges disproportionately on our ability to concentrate on getting on with the job of servicing the vast majority of genuine customers who actually ordered in plenty of time.
As Consols Oils has evolved and matured over the years we have increasingly focussed on customer service which has cemented our customer base and enabled us to grow and prosper in the manner we have, that is why it has become easier to make a stand against that small element of disruptive often abusive customers who, if allowed to do so,would disrupt operations to the serious detriment of all.
We are constrained by the European Working Time Directive which quite rightly places strict limits on the hours our drivers can work in an incredibly pressurised environment which dictates our working days are pre planned around grouped orders designed to reduce truck miles. We usually manage to keep one small truck in reserve for GENUINE emergencies (FAILURE TO ORDER IN GOOD TIME IS NOT AN EMERGENCY IN MOST CIRCUMSTANCES) but all other orders are placed in a queue for delivery. In most cases we aim to deliver in two to four working days this excludes weekends and Bank Holidays when we are always closed. Our normal hours of operation are 07:00 to 17:30 monday to friday which complies with the working time directive and ensures our hard working staff have a family life.
ITS BEEN A LONG HAUL SINCE CHRISTMAS COPING WITH FREQUENT VERY DIFFICULT SPELLS OF WEATHER AND UNPRECEDENTED DEMAND LEVELS-EVERYONE HAS EARNED A BREAK- WE WILL REOPEN 07:00 ON TUESDAY 6th APRIL.
YOU CAN ALWAYS PLACE YOUR ORDERS ONLINE 24/7 FOR DELIVERY IN TWO TO FOUR WORKING DAYS GUARANTEED.
Consols Oils is working up an online buying facility in response to customer feedback which clearly indicates that a section of our customers like the ability to buy or pay online 24/7, this service is intended to compliment rather than replace our traditional way of doing business which I feel will always be vital to our credibility as a local supplier. We are increasingly finding that various online self styled, web based ”cheap” suppliers using third parties to effect deliveries on their behalf are muscling in on this sector with often extravagant claims that can be misleading to potential customers when closely scrutinsed.
One such claim made by Boilerjuice (BJ) was “the cheapest heating oil in Cornwall” which was guaranteed to grab everybody’s attention including mine. At the time in question without trying we were frequently up to 5ppl cheaper than BJ. Subsequently this claim was amended from “cheapest” to “cheaper” a subtle play on words to make the claim legally acceptable. However by what yardsick do BJ claim to be cheaper than any other operator, given that red herrings often abound in the oil distribution trade as part of the cut and thrust of genuine competition, there still appears to be a lack of genuine transparency designed to grab consumers attention by offering potentiallly misleading information.
Part of any online offer actually involves the physical delivery of the product, this is where the whole thing can so easily unravel if lack of resources dictates that service levels are not of the highest calibre. Boilerjuice in their latest blurb offer a standard 10 working day delivery (in reality 2 weeks) but then move on to trumpet that they now offer “EXPRESS” deliveries of “5, 3 or 2 working days” they do not state on the blurb whether this involves a premium. Then there is the “EMERGENCY NEXT WORKING DAY DELIVERY FOR WHEN YOU NEED OIL EVEN FASTER” again no mention of a premium upfront. In fairness when the actual quote page comes up it does clearly state the premium levels, which in the case of an “EMERGENCY” delivery is 3ppl by normal size tanker plus, where applicable, a small tanker surcharge, by this stage an anxious customer who is shivering is already on the slippery slope, a couple of mouse clicks from commitment.
During the recent cold weather service levels were absolutely crucial to customer well being, Consols standard lead time for non urgent deliveries is normally 2 to 4 working days, during this intense spell they extended out to 5 to 7 working days, which I feel was unacceptable, but in reality unavoidable. There was non-the-less considerable comfort to be gained from the fact that at this time some other firms were quoting up to 15 working days (three weeks) for any delivery urgent or not.
During this time Consols still managed to fit in GENUINE emergency deliveries the same day or next day at no premium on the agreed standard price. In normal times it is a rare ocurrence, given our resources, not to be able to effect a same day emergency delivery, again without premium on the standard price.
The final element is price quoted versus delivered price as a lot can happen between the taking of an order and delivery 10 days later, given current price turbulence on the wholesale fuel markets. At Consols the price quoted is what you will actually pay as stock at that price is allocated when the contract is established. Other suppliers may operate a different policy which will be price on day of delivery. What we will not do is give quotes for orders where the delivery is required by the customer more than 5 working days ahead, an order of this nature would be strictly on the basis of the price on the day of delivery.
Our pledge to online buyers is 2 to 4 working days delivery at the price quoted on order, if there is a GENUINE emegency and it is in the TR postcode area, email us the details and we will do our utmost to get your delivery to you the same day or next day without a surcharge of 3ppl.
POTENTIAL ONLINE OIL BUYERS SHOULD BE AWARE THAT THESE ANOMALIES EXIST AND CAREFULLY WEIGH UP THE FACTS BEFORE COMMITTING TO ANY PARTICULAR SUPPLIER.
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