Mark: Hi, it's Mark from Top Local. We're here with Mark Huggan of Phantom Couriers in Vancouver. Vancouver's best couriers. And we're going to talk about legal couriers today. How are you doing, Mark?
Mark: Doing excellent. Thank you.
Mark: So legal, is there anything different about a legal courier versus a regular courier?
Mark: Yep. we have an excellent amount of legal clients that test us daily.
Mark: I guess it's really important that you're on time and that you have, is tracking important in this regard?
Mark: 100% you know, they all need to know. It's just like anybody, but these guys put us to the test because they're always in a panic. It's last minute. There's lots of work to be done. Obviously the legal briefs are, it's just so much preparation and it's right to the wire. So when they call us, our system shows when we received the call, when we dispatch the call, when somebody accepts to delivery, when they pick it up, when they deliver it.
So if you're a law firm, and you need to make contact with somebody, say, look, “You've got it, it was 2:02PM, blah blah, blah", sign for it. Here's the reference number. We can provide that. And then for billing, there's all sorts of things that go into the backend of billing for law firms where we have reference numbers, the legal assistant and the lawyer, they all have to be there. They have to be able to be broken down and presented. And we do lots of special custom billing for law firms.
Mark: So it sounds like it's something that you guys have done for quite a while.
Mark: Yeah. You know, we started off small, started learning. We've earned our keep. We deal with the biggest law firms in Vancouver, like Farris, at 700 Georgia. Awesome law firm. One of the oldest, most respected, lots of legal documents per day. We were introduced to them. They've been happy ever since. Slater Vecchio another high powerful one. Busy, just busy place, you know , Watson Goepel, that's a name I think everybody knows. Super excellent. Mussio Goodman is like an injury lawyer. You see them around town. Everybody talks highly about them and we are always helping them out. And Synergy Business Law is probably one of the ones that got us started. We have to thank them for helping us understand the way legal couriers need to act and provide and Synergy definitely showed us what to do as they started up and they've been growing like crazy. Excellent law firm.
Mark: So is there any other ins and outs about being a legal courier that would be important?
Mark: Well, you just have to be prepared to do things, be flexible. A lot of times there might be a cheque certification that needs to be done in. And they don't need you to come to their office and get the money. Maybe the courier needs to provide it and then quickly e-transfer it to the messengers so they can pay for a cheque certification and maybe cut an hour out of the time because I might be picking up a cheque at somebody else's law firm on behalf of a customer, client, and then taking it to a bank, having it certified.
Once it's certified taking it either to the law firm to be eyeballed and attached with documents to be deposited. It go straight to deposit back to the law firm. Lots of things you need to keep, the balls are in the air until they're all done and stack, stack, stack. Here you go, boom. And that's something a lot of couriers don't do. They don't have the, they just don't think about being flexible. They're like, Oh, well you need to give us the money for the cheque cert. It's like, well, no you don't. We can e-transfer it to our driver in seconds. They can have it and get the job done. And it, it makes it a lot easier. It takes the stress off of the people in the law firm cause they're just looking for their next stressful thing to happen. You know, they don't need to hear us say, you know, could we have $40 to certify a cheque. Things like that really just smooth the waters a lot. People like it.
Mark: So it sounds like it's a lot of just making sure the job gets done, so that they are on time.
Mark: That's right. Every time. All the time. One to ten, do that. Just don't add any little nuances.
Just follow the instructions, follow the systems and procedures, get the job done perfectly, and then everybody's happy.
Mark: Simple. So if you're looking for a good, if you wanted the best legal couriers in Vancouver, probably one of the most experienced you can call Phantom Couriers. You can reach them at...I've lost a number Mark, go ahead.
Mark: 604-899-5447. Phantom Couriers. Any package anywhere. Phantom Couriers gets it there. You got it.
Mark: Thanks Mark.
Mark: Thank you.
Mark: Hi, it's Mark from Top Local. We're here with Mark Huggan of Phantom Couriers in Vancouver. Vancouver's best couriers and of course one of BC’s top 100 fastest growing companies, and we're talking delivery. How are you doing today, Mark?
Mark: Excellent man. Had a great day.
Mark: So, I had a friend, we're going to talk about no hassle e-commerce returns. I had a friend who actually called the courier to get some product returned to Amazon. What the heck? You guys do Amazon returns?
Mark: Yeah. So you ordered something from Amazon and you're like, Oh, I was drinking, I didn't need this album, or these pants don't fit, or whatever. It's hard to get the credit sometimes with Amazon.
So we will pick it up from your residence, take it out to the Amazon fulfillment centres and walk it through the process for you. They will send you like a Canada Post return sticker, but we've had instances where like customers call us up and said, yeah, I did it. I did the return. Things go wrong, label gets ripped off, it goes to facility. The new employee of the week loses a package and you don't get your credit, and then they just think you're a satisfied customer. It just gets mixed. There's a, you know how many millions of packages a day, Amazon does in and out. And I tell ya, the lot of people order, and it seems like almost as many people are sending stuff back.
It's this incredible two way stream. So I really liked sending stuff back. It's great because I'm not under pressure to be like, you know, here's a million packages going. We don't know where they're going, but I'll come to your house and pick up your one package and take it out to Amazon because I know exactly what's going on.
Our guys keep in touch with us and we'll walk it through, get a name and signature and an RFA number or whatever. There's a symbol, RFS numbers, and then you'll get your credit and it's easily done.
Mark: Well, you had me at Canada Post.
Mark: They're not so bad. I mean, Canada Post is great enough. It's good enough. It does what it's supposed to do. Most of the time. I mean, like they're just, I know they work hard, but there's a way we can circumvent them and do a better job. No complaints with Canada Post.
Mark: What about other manufacturers? Because there's certainly, Amazon is biggest, but they're not the only e-commerce.
Mark: No. And they're just sending other companies packages back and forth. So we had a Lulu Lemon the other day. It got returned out to a place in New Westminster. And of course, you know, I'm experienced in sending it there, but the new driver wasn't, and the customer wasn't. So with our team here, we just said, okay, look, there was like two, 400,000 square foot warehouses side by each full of semi-trucks. You don't know what door to go in. And you know, if you were just to drive out there on your own, you'd be like oh oh, and you'd be in front of trucks and being nervous and you're going to get crushed. But we're like, we know where it's going, so we can just zoom in on GPS and be like, listen, if you go to the grey door and like the yellow sign, you'll find it.
Boom. Done five seconds. But if we didn't contact them and didn't tell them our stuff, I could see that person driving around those two buildings in a figure eight until they just give up. And it's a confusing big place. I mean those centres are huge, fulfillment centres are huge. Everything we have these days comes in and gets fulfilled and it's a lot of traffic.
So beware. And use Phantom Couriers, because we will get it there hassle-free. Not free, but they're hassle free and make you feel good about it. So that's cool.
Mark: So there you go. If you need some returns of your product, e-commerce product, the guys to call are Phantom Couriers for no hassle e-commerce returns, they'll look after it for you.
Make sure it gets back there. You get credited. Call them at (604) 899-5447 and always remember
Mark: That Phantom Couriers, any package anywhere, Phantom Couriers gets it there.
Mark: Thanks, Mark.
Mark: You betcha. Thank you.
Mark: Hi, it's Mark from Top Local. We're here with Mark Huggin of Phantam Couriers in Vancouver, Vancouver's favourite courier service and most experienced and best. Let's be honest, just the bloody best couriers in Vancouver. How are you doing today, Mark?
Mark: Excellent. And the bar is pretty high there. I'll just be the best from now on. Not a problem. Starting now.
Mark: Sounds pretty good. So we're talking about express delivery service here in Vancouver. What, how does it an express delivery work? What's the parameters there?
Mark: That's the most important one. That's the most, like people call us, they have a stressful situation that's happening and they don't know, they don't have the tools to deal with it. So they're like, "Oh my God, this needs to happen now”, they outsource the to us. They're like, "Here's my, here's my stressful situation, handle it" and then they're like, pwew. They sit back. So a lot of it is go to one place and man, you can need a time machine. It had to be there yesterday and that's what we do. We put out those fires for people and you know, we make promises and we keep them. That's our job.
So what kind of, can you give me some examples of express deliveries even just from today?
Mark: Sure, very important. Somebody had to return an item to a store and it was like a $90 delivery from downtown Vancouver to Deep Cove, and it had to happen. And they were very adamant, like, no, this just has to happen. We said, you know, it's expensive. Do it, bang done. So making sure that that situation that was stressing him out, we could get it done so that they could relax and get on with their life. Picked up at a construction company to a residence, you know, it was a good hour and 20 minute drive. We had to go from Surrey almost to Squamish and needed to be there. So it was like super important. It has to be that, can you get this done? Yes. I got, you know, clear lines on our, on our map and it's like, we're in your neighbourhood. We'll be there in a minute. Picked it up. Total fire went out. Get a phone call later, like,"Oh, I didn't think it would happen", because like the whole time he was biting his nails, like, “This won't happen”. It happened. And he calmed down. He said, ”Oh I'm glad I had our number".
The express stuff, or it could be a law firm getting to another law firms so that the other lawyers can start communicating and working on their tasks. Or it can be at a law firm that doesn't want a law firm to do their work. And they sent it at the last hour, so they get it at five o'clock. Great got it. It's legal. You know, whatever strategy you've got, whatever fire you need to put out. That's what we, the express, hot stuff. They on demand, freak out stuff is a, well that's our steak dinner every night at Phantom. You know, the cream, I guess the top level, the gold.
Mark: Sure. So I guess mortgages and that sort of those, those kinds of instruments and documents and around conveyancing. Some of that's pretty time, super time sensitive. I guess that you get a fair amount of that kind of work?
Mark: The conveyancing, yeah. That usually happens a little bit before. And then. Definitely mortgage payouts are super important, like really important. And we always get, “This is the mortgage pay out. You’ve got to be there on time”. And a lot of them, might be picked up in like Vancouver, but have to go to Toronto, so you cannot miss that connecting flight. Those are very important ones. A lot of notaries have those kind of buy outs and you use us all the time. Yeah, good point. Mortgage buyouts probably the number one nail biter for the sender. They're totally panicky. For some reason it's the last minute, always to the seconds.
Mark: Well, there's all those, there's that stack of papers you've got sign. It slows everything down.
Mark: Yes, it's high pressure, you know, but I deal with it. I don't know how I sleep because when I look back at some of those things, I'm like, Oh yeah, I remember that phone call. They were just completely crazy with stress, and I'm like, okay, got it. But we make it happen.
Mark: What about medical stuff?
Mark: Oh yeah, for sure. We work for the BC CDC and other places like that, and most of them are temperature controlled. So they're really professional. They're packaged like, they're excellent packaging. So it's the cardboard, the styrofoam, the coolant, more stuff. It's just like, it's never gonna warm up almost, but you don't have much time. And we can get them up to Northern BC, up to the Yukon. We have infrastructure, pick it up, get it on an airplane, fly it up, get the guy to pick it up at the Seaport. Drive it to the place or have somebody at the hospital like, alert them. Okay, go down to the dock, it's there. And we're on top of that, like step by step, making it totally work right up to knowing the nurses stations all over in remote areas, right? Because they, living in a remote area, you need just what we need in a big city. It's just not as easy. So getting the medicine up there is big time.
Pharmacy a pickups are always urgent. People are not feeling well. They want to feel well. We're there for them. And that's, I guess that's sort of how we make people's lives better too. You forget about that. It's not so, you know, legal or diamonds or engagement rings or something crazy. It's just medicine. But we move a ton more, and I look back at each day, I'd say like 5% can be pharmacy easy.
And then to doctor's offices, we move Botox and that's live culture. So we'll go out to a place that's making it and you have an hour to get it to the, to the doctor that's using it. It's not always cosmetic. It's used for a lot of purposes. So we might go from a Botox facility in Richmond up to Laurel Street to VGH and drop off tons of Botox, and then we go to residences and drop off tons of meds. Super important meds all the time, and there's a window when there'll be there and accepting it, and it's always confidential and private. So you have to have a, an excellent system to get that stuff done. That's a big part. The, I forgot, but I forget about a lot of stuff I do. But the confidential medical deliveries, big time importance. You gotta keep your eye on that ball 100%. It's a big business.
Mark: So there you go. If you have an emergency or you need something and it has to absolutely be there today, the guys to call Phantom Couriers in Vancouver, (604) 899-5447 they're the best.
Mark: We care.
Mark: And they care and they've been doing it for a long time and they're really good. They're guys to call.
Mark: Twenty three years. If it's important, tell us it's important because if we're listening right, we're going to hear you say that, and it'd be like, this is important. Let's do it.
Mark: And what's it, what's the tagline?
Mark: Any package, anywhere...Phantom Couriers gets it there!
You got it, man. Thank you.
Mark: Hi It's Mark from Top Local. We're here with Mark Huggan, Phantom Couriers in Vancouver. Vancouver's favourite and best known and the most wonderful courier company. One of the top 100, fastest growing companies in the province of BC and of course, Mark Huggan's the owner. How're you doing today Mark?
Mark: Doing really good thanks. How're you?
Mark: Good. So shipping FAQ's. Frequently Asked Questions. The second instalment of this. What's the fastest shipping method?
Mark: Well the same day. So if we're talking about national, like anywhere, like say we're going out of the Vancouver, the GVRD area it would be same day. Like hot shots. Not like the local same day but out of the area, would be our hot shots same day.
Mark: And it doesn't really matter what, I guess it depends on what it is. If it's a container load, a semi tractor trailer or if it's small stuff. That's always a consideration in how fast it can be shipped?
Mark: Yeah it is, it's a consideration. But you can do almost anything. If you put your mind to it, we could get a tractor trailer to Nanaimo same day. No problem. Just a matter of being on time to be on that boat. And we fly places all the time too. We have same day flights to Seattle, Nanaimo, Victoria. We go up north to Bella Bella, Bella Coola. We don't go to the Queen Charlottes same day but Prince Rupert, we can be up there and then we can manage to get it picked up next day. It's just a logistical thing for that area. But yeah, definitely same day. You give us an airplane, give us a fast car or truck and we're gone.
Mark: And how does next day delivery work?
Mark: Well a lot easier. You just order it up, tell us what time you want it delivered tomorrow, we'll get it there. It could go through any one of our channels. It could be done by a local courier. It could be done by any of our contractors in the interior of British Columbia. Or it could be delivered by another contractor anywhere in Canada, Untied States or the world, on next day.
Mark: How does the cut offs for that work?
Mark: Generally, we don't... You could really do a cut off at 5PM but it kind of works against the courier. So we like to have all of our cut offs by 3PM. It gives everybody a chance and it's fair on both sides. Call us by 3 it's there by 5. No problem.
Mark: So how much more of a premium is there for same day shipping?
Mark: A lot. It's not that I want to discourage economy and overnight shipping but I do employ people who have to make a living. So if they're doing a mass volume of discounted pricing, it's not really good for them and I want to see them succeed. So our next day shipping is a moderate savings. A lot of people are like, 75% savings, but we're about 20% savings. So you save money but it takes a lot longer. We're really a same day, on demand company for local freight and courier.
Mark: So I'm sure this never happens, but what does a failed delivery attempt mean?
Mark: Failed delivery attempt? You mean like we don't make it?
Mark: Hey it happens right. Like bad addresses, mixed up this and that. A lot of times you know, people might have an old address list they're sending something. We might end up at your house and you're like, "What, Mark moved out a year ago." Things like that happen all the time. If we fail, we quickly do some research and find where it's supposed to go, what happened and fix it quick. I like it when we have failures within the service time, so we can be on time and get it done. But if it's on the end of the spectrum, where we're running out of time and we get there and, "What they moved". Then it's like, oh, you have to regroup quickly, figure out what's going on. We don't loose anything so that's good, so no fail there.
Mark: Have you ever failed to deliver because of bears or seagulls or escaping chickens?
Mark: Crazy people, not so much animals in our way. Well we did actually have to stop, we were delivering to Swaneset Bay Golf out in Pitt Meadows and bears were on the road and Adam was videotaping them. And it was like, bear is not going anywhere and there were deer there too. So Swaneset a couple times for wildlife. We've had crazy people, threatening to put a bomb in a building lobby. All sorts of, there was the time that that guy was stabbing people on West Georgia, and yeah we couldn't do our deliveries. People were asking us why and us telling them there's a guy outside stabbing people and they're like, "What? Really?" Car upside down on the front stairs of a hotel, that was an interesting one. Couldn't deliver that day either. So crazy people more than just rather random animals. Oh, and an owl. An owl smashed into a building, fell down by the Van City on Hornby and everybody was standing around it. It was stunned. So they were like, "Don't come into the bank, the owl, we don't want it to die". So one stunned owl. It was pretty tall. It was cool. I was there, I got to see it. I got called and I ran out to take a look.
Mark: So have you guys ever left a parcel on the roof?
Mark: On the roof? No. I mean, where's my package? On the roof. I don't know if anybody's asked us to put it on a roof. Could of been hidden. do a lot of garage drops, back yard drops, stuff like that, never a roof, back patios. I don't know about the roof man. It's going to come now, you said it, it'll happen. I'll do it though. You ask and I'll do it.
Mark: Well it wouldn't be my first choice to be honest.
Mark: Yeah, me either. It's like huck it on the roof. Maybe if it was like a divorce or something was going totally awry. You know, huck it on the roof, see what happens.
Mark: You guys will actually go to the bank for people. You'll actually go to, in difficult situations, like you mentioned divorce, or to a lawyer or do those kind of pickups. What are some of the wild kinds of things that you've done?
Mark: The divorce was pretty, we do that a lot, people serving. We had a woman crying on one side of the door and I heard on the radio, Lindsay, the courier talking, "It's ok you know, life will go on." So our courier was actually like a therapist. Finally signed the documents, got her calmed down, it was pretty crazy. A lot of banking will be like pick up a cheque at a law firm, take it another law firm, get a second signature, take it to the bank, get it certified, after it's certified take it to the vendor. We do like four or five part cheque certifications that are pretty difficult. We do that a lot. Always going around. Or settlement payouts for lawyers that need to be witnessed by another person in a third party somewhere. So we're always waiting in line. Getting there on time. Waiting to go. So there's a lot of complicated couriers. It's not point a to point b as much as I'd like it, or think it is, you know. When I go home, they're like, "What did you do today?", I'm like "Oh, nothing." Meanwhile, like 400 crazy stories happen and I just have to remember them. What actually really did.
Mark: So there you go. If you want a courier that's going to go way above and beyond to get your package delivered. They guys to see are Phantom Couriers. You can reach them at 604-899-5447 in Vancouver. You've got to call them and book ahead because they're always super busy. Everyday. But they'll get it done. And what's the thing Mark?
Mark: Oh, any package anywhere, Phantom Couriers gets it there. Even on the roof if you want it and I'll do it. Just take a picture.
Mark: Thanks a lot.
Mark: Thank you.