Text version scenario

Our strong promise to serve our customer sometimes puts us in a dilemma between customers and safety. Our team was facing daily pressure from write-downs, claims and severe delays. And one day we stood at the crossroads. The decisive moment occurred when a truck with much-needed deliveries arrived - and the load was tilted. 
We made the decision not to grant access to off-load due to safety reasons. Instead we sent it back, choosing not to "cut corners" or "take any chances". 
This was a tough decision to make, especially because of the customer’s expectations, but we put safety in the first place.

Discussion question

• Have you experienced struggles with balancing safety issues and timeline commitments to customers?
• How did you approach it?
• What did you learn from it?

Things to consider

We can learn from these situations to help us truly live our values. We can consider the following actions: 

• Spend time understanding the customer’s expectations and priorities early in the process and proactively discuss safety issues that can delay the process. 
• Explain our values of safety and care for life to the customer to get their buy-in.
• Ensure everyone is clear and knowledgeable about all safety processes so that nothing is compromised

For guidelines on this topic read our Code of Conduct chapter on Health, safety and well-being.