Where Phantom Has Not Delivered To

Mark: Hi, it's Mark from Top Local. We're here with Mark Huggan of Phantom Couriers in Vancouver, one of the 100 fastest growing companies in the province of British Columbia, of course, and Vancouver's favourite and best courier company. How are you doing, Mark?

Mark H: We're doing great. Thanks.

Mark: So we've talked a lot about some of the places you guys have delivered, but we're haven't you actually delivered too?

Mark H: Well, people always ask me that question and it also comes along with like, what's your goal's? Well, two places we've never been, never had the call to is Antarctica, and outer space and we all know that things go there and I'd like to be part of that. So those are two things that we’re kind of like keeping our ears peeled for. Mostly scientific clients. We want things like that, or ocean freight to Antarctica. I can totally get behind that. And we have a way, we know where to go with a 200 kilogram payload into space. And its 1 million bucks our costs. So you know, you pay more, but we know how to do it. We've got a lead and we just want to call it. It can be a letter to like, it's not a 200 kg hard thing, but those are goals. Let's go. I mean, if it happened, I'd be super happy. I'd write home about it. That's for sure.

Mark: So SpaceX, if you're listening.

Mark H: I think they got it covered. They don't need any help from a local courier in Vancouver, but if anybody wants something shipped down to SpaceX, I'm down to do that.

Mark: Absolutely.

Mark H: Yeah.

Mark: And of course. It could be something like you mentioned, there might be some folks putting together a package that needs to go up to, maybe some Canadian astronauts up in the ISS, International Space Station, there's going to be more of that stuff up there, for sure.

Mark H: Even if you just want the letters from your science class delivered to like the Last Mile Depot, we'd love to be just part of it just for fun and you know, just give us a call. I think that'd be just a fun, cool thing to do just out of the norm. Whenever you do that kind of stuff everybody kind of gets excited and it lasts a long time. It's fun to talk about mission accomplished, right?

Mark: Absolutely.

Mark H: Space talk, mission accomplished.

Mark: Very Star Trek of you.

Mark H: Hey, why not, I’m a Star Trek guy, you know! Those are two things. Where else have we delivered, like we've delivered to like war zones. We've had that happen. That's pretty crazy stuff, you know. So we're down for the challenge. If you could think of a place that we might not have been in, you need to get something to a remote area, like you were mentioning Argentina at the Southern tip there. We could get it there. So we're up for that kind of challenge because we have an infrastructure that will allow us to get those logistic jobs done.

Mark: So there you go. Any package. Anywhere anywhere.

Mark H: Yep. Phantom Couriers will try and get it there if it's outer space, let's go for that one. That'd be fun.

Mark: There you go. Thanks, Mark.

Mark H: Right on. Have a good day.

Legal Document Courier Vancouver

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.

No Hassle E-Commerce Returns

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.

FAQ’s About Working As A Courier In Vancouver

Mark: Hi, it's Mark from Top Local. We're here with Mark Huggan of Phantom Couriers in Vancouver. Vancouver's best couriers delivering and making people happy all over Vancouver. We're going to talk about working as a courier, frequently asked questions, maybe some answers about that. How are you doing today, Mark?

Mark: Doing great. 

Mark: So what skills does a courier need? 

Mark: They need to be a self starter. They need to be motivated. The couriers work in a contractor, owner, operator like arena. So the more you pay attention and do what's asked of you on time, the way we do it, the better off you'll be. So we really like to utilize people that are like, motivated self-starters, because it's up to them to make as much as they want. And it's like, earlier before this video, our discussion was, “How much do you make?”. You know, we have, we have a minimum minimal expectation of you and it's a pretty good living to, for an entry level starter job, and you can make more. So we always say, this is what the, you know, the bottom guy makes. And this is what we expect as our bare minimum for you to be here.

And it's livable thing. We want everybody to do about 15 deliveries per day. We want them to be on line at 8:00. Out the door, 8:30 starting to drop by 9:00, so they can shut off at 5:00. You get those 15 deliveries done. And our average average call is 24 bucks to a customer. So you might do nine deliveries that day but have some $93 trips in it. So the average works out and it's a good living, and it's a fun job too, because time flies. 

All you have to do is have good attention to detail, be motivated, self-starter, and like adventure and nice people. Cause we deal with a lot of nice people every day. 

Mark: Are there any other kind of like where do, where do people, that sounds pretty simple really.

I mean if you can pay attention and do the job, what else? Where can people screw it up? 

Mark: Well, we always like consistency. So we always try to get our drivers to, hey, you know, get up, get you gas at the same time, same place every day, consistently, record your mileage. So at the end of the day and you phone us up, like what did I do today? We'll tell you. And you'll be like, Oh, divide the kilometres. You're like, Oh, that's pretty decent per kilometre. Know your costs. 

You know, we always get the, what?  It’s like, did you write any of this down? No, I was going to, so if you do follow like the 24 years of trial and error that we've had with drivers and careers, then you might be surprised to find out that your ROI is pretty high. You know, you're rolling around making 40 bucks an hour sometimes you're like, yeah, that was pretty sweet day. One of the, how did that happen? You know, I was telling somebody earlier that our top driver became a top driver on her first day. And she just crushed everybody else because she came in and said, just like you just said, what do you do? Do this. Okay. And then she stopped doing that mission creep where it's like, well I'll do it this, but I'm going to do it a little bit with my flavour. She just followed the Phantom way, do this, this, this, and this. Wash, rinse, repeat, boom. Top driver. She has not been knocked off for thing. In fact, she's our spirit animal.

She got super sick. She told us that she was sick all night. It felt better. I'm good to go. I was like, okay, if I hear that's so, we're looking for that every time. That's who we need to walk through the door next. This is the next spirit animal. Just a, yeah. She has, and she has fun. She has always come in with a big smile on her face because she has a groovy job. She doesn't take it home and she has weekends off long weekends. She's like partying. She's having a good life. 

Mark: So there you go. If you're looking for information or details about Phantom Couriers, we're going to get a lovely webpage built out that talks all about the skills that you need to have to be a courier. More detail about these items. If you're looking for a job, give them a call, 604-899-5447. Pay attention to what we said. The skills are required, but there's a great place to work the best career company in Vancouver and any package anywhere…

Mark:  Phantom Couriers gets it there. That's right. 

Mark: Thanks Mark. 

Mark: You betcha. Thanks, Mark.

Phantom Couriers Now Offering E-commerce Deliveries To The USA

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 e-commerce deliveries to the United States. How you doing, Mark? 

Mark: Excellent. How are you? 

Mark: Good. Good, good. So it's snowed in Vancouver, and of course I didn't get any mail.

How do you guys solve that? 

Mark: We didn't get any mail either, but our customers got their packages delivered. Rain, sleet, or snow, they used to say, well, if you want it done that way, call us instead of the postal services. They gave up and we didn't. 

Mark: So how does it work for US? To deliver to the US for an eCommerce company in Canada?

Mark: Well, Canadian e-commerce e-tailer would create a product and have to, obviously their customer says, ship it to me. I'm in Blaine, or I'm in Idaho, or something. And what we do is we pick it up, find out what the value of it is, declare the customs, and ship it out on our vertical using our power, like we have a volume discount and we just pay the duty and customs.

Those are never changing. There's no discount on that. And just get her, get her across the border. So it's going to be on that grand mail, ground mail service. It's like a four to six days depending on customs clearance. 

Mark: So for the customers, they don't have to go to the post office. They don't have to fill out the forms. They don't have to, you know, some of the details that they don't have to take the time to do that. You guys are looking after that? 

Mark: Yeah. We've got a full team here that takes care of all the manifesting, all the proactive tracking and monitoring of all of our shipments. So everything that leaves here.

From start to finish has eyes on making sure the job gets done because we bill when it's completed, right? And so we're not going to work. We're incentivized to get the job done so we can make money. So that's why we watch it.  

Canada Post bills you at the source. And says, bye bye. Catch you later. You know?

And you're like, okay, bye. I trust you. And then weeks later you get your thing from anywhere. It's, you know, it's not as, it's not as robust. So we're trying to add a little bit of more value add because more, there's more e-tailer in our, in our customer base that need the need to good service Phantom is used to giving.

Mark: So is it expensive to ship from Canada to the United States? 

Mark: Well, it really depends on what you're shipping, but the cost could, they're super cheap compared to like courier costs, like an envelope to San Francisco is like 45 bucks, and we can get down to the States for like, for a large, like a value package, for $15-$16 for something that could have a value of up to $300. So yeah, there's a lot of power in consolidation. 

Mark: And how long does it take then? What's the delivery time difference between the two ways of delivering? 

Mark: Well, we do overnight on courier. And mail service is what it is. It’s ground mail, but the faster you get it into the US postal service, the faster it's going to get delivered. So you want to hop the border quickly. That's why the consolidated shipping model works. Instead of, you know, so many different stops. You're just cutting out four stops, go direct. 

Mark: So maybe just describe, walk us through that. So it goes the, you go to the Canada Post, then what do they do with it typically?

Mark: Well, we're not going to go to Canada Post, hopefully. We're just going to pay the postage, jump the border with the consolidated shipping. Have it picked up in Blaine. 

Mark: And the way it normally would work if I went to the post office and did it. 

Mark: Yeah. Post office, wait, generate enough volume sent to sort facilities, sort facilities sorts.

Puts it into pickup, which is, it's pretty efficient, but I mean, it's going to take a day there and another day to go on the truck. Then they want to have full loads, so full load going down, has to go down, unload. It takes time. And then reload to to final destination. So you're skipping like five days of just normal stuff. It's just normal everyday work. Just like if you were taking your time, putting groceries in the car, taking a break, driving home, taking a break, unloading the car, taking a break and then putting it away, taking a break. It's just, we speed it up. We put it right in the fridge. That’s how it works.

Mark: So is this the cheapest way to ship from Canada to the United States for an e-tailer?

Mark: I don't see any other way unless you know, you've got a friend driving directly to your client. It's the most economical and cheapest way, you know, you can get your best bang for the buck. Customers are going to be pretty satisfied with shipping mode. It's taut, it's not super fast like courier, but it's definitely going to get their track and trace. So I would say it's the best bang for your buck, that's for sure. 

Mark: Fantastic. So if you're, if you're an e-tailer, retailer, online eCommerce person in Canada, and you've been struggling with getting your packages delivered from Vancouver area to the United States of America, the guys to call her Phantom Couriers. You can reach them at (604) 899-5447. Don't worry about it anymore. They'll look after it and your package will get delivered as quickly as possible at the right price, and your customers will be happy and so will you. Any package anywhere…

Mark:  Phantom Couriers gets it there. You got it. 

Mark: Thanks, Mark. 

Mark: Thank you.

New US Mail Delivery Service in Vancouver

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 talking deliveries. How you doing, Mark?

Mark: Good. Busiest courier today. It feels like, doing a great job today. 

Mark: So you just opening a new service. US mail for eCommerce companies in, all across Canada or just Vancouver?

Mark: Starting in Vancouver. Like we have lots of cool artisan clients, everybody who makes everything from jewelry to rings to beard oil, Etsy people, all sorts of stuff. And we've been taking out to these fulfillment centres way out in Delta and Annacis Island and East Van is like, Hey, we're right downtown, so we're getting US mail with a good discount and we're going to start expediting that stuff. So anybody with an eCommerce service that sells out to the clients throughout the United States and Canada. We can now do what Chit Chat Express is doing, or Wiz Moe and those guys, and we're just going to crush it. So we're here. We're already doing it for our clients, for another carrier, and it's like, why are you putting an extra middleman in the middle? Let's just take it over and get the same old tracking and good service that Phantom likes give them. 

Mark: And there you go. It's going to make it a lot simpler, of course, for people who are delivering from Canada to go across that magic invisible line into the United States. 

Mark: Yeah. And in bulk. So we'll have that buying power and we know what we're doing and we'll get her done. It'll be awesome. I'm looking forward to it. 

Mark: If you want the convenience of a one stop shopping and getting your eCommerce of any kind, essentially, because they deliver everything up to bridges. 

Mark: That's right. We're not mailing a bridge. 

Mark: Call Phantom Couriers at (604) 899-5447. And they'll look after you. Except now. Right now they're really busy because it's Christmas. But that will change in just a few days. 

Mark: Christmas is coming. Yeah, for sure. We've got you covered. Phantom Couriers any package anywhere, Phantom Couriers gets it there. You got it. 

Mark: Thanks

Express Delivery Service in Vancouver

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!

Thanks, Mark.

You got it, man. Thank you.

International Courier Services

Mark: Hi, it's Mark from Top Local. We're here with Mark Huggan of Phantom Couriers in Vancouver. Vancouver's favourite couriers and we're talking package delivery. How're you doing Mark?

Mark: Doing excellent. How are you?

Mark: Good. So if I want to send a package or an envelope or something like that, say to some weird and wonderful place, like Vietnam or Nepal, how does that actually work? What happens?

Mark: Customers call us. We obviously arrive and pick it up. We bring it back to our office and we manifest and ship it out. So we make sure we do our due diligence. Confirming the address. Make sure all the contact information is done and then we get it on the fastest flight out or whatever you want. But mainly international stuff always goes on a plane. We leave our office between three and four, goes to the airport, gets put on a cargo plane and boom it's gone. Then we'll use whatever third party courier on the other side to get it done. The world wide network.

Mark: And how long have you been doing this for? Like, you've got, you mentioned before that you basically hit every country in the world. How does that work? How do you get all those connections in place to be able to do that?

Mark: Like you said, I've been doing it a long time. First I had a business partner, a long time ago and he was an ex-Purolator guy and he's like, "Oh we'll just take Purolator down to the airport" because if you bring it to us, we will give you like a kickback. And I was like, that sounds kind of cool. Why don't we just open our own network. So I just started back then, not knowing anything and now it just seems like it's so easy but I need to explain it to like everybody else. I just developed it by doing it forever until it basically, I didn't know, I just started off mailing things and tracking them and then I was like, well what if I just phone the guy in Armstrong, BC and send it up to him and have a courier drop it off. I just built a network. And it was like you, just being dumb and not knowing what I'm doing to being smart and having it all done right. Fake it till you make it. Made it. There you go.

I'm just taking a look at what we've got, some things going out today, like just out of the city and out of the country. We're going to, oh nothing super interesting. Oh where's this. Where's Katella? It just seems like a lot of Canadian stuff today. But we did a bunch of eBay returns to Japan. And so you know, you don't want to send out, "Yeah I don't like my shirt from Japan", and charge them $400 bucks to return his shirt. And so I had to find a decent vertical to get it out with and found the carrier and found the guy who would deliver it. You know, spoke a little Japanese and a little English and got it done, and cheap so it was good.

Mark: So is that using ship transportation instead of air?

Mark: No, we just got an LTL air freight. Like there was a container that needed to be filled up with returns and stuff. I'm just like, put this in there, ok. So you just meet people talk to people, figure things out and get it done. And it's nice you know, after 25 years, there's that network to fall back on. Otherwise I could just sent it direct, put it on a flight, play for it, it's done. And we just track it all here.

Mark: And so the tracking when it's in a place like Vietnam for instance, like how does the tracking work?

Mark: Usually our way bill goes to their way bill and we starting using their way bill through their system. And sometimes tracking simple, like it could be a SMS or an email where we just go to their portal or they just keep us in touch. Like a lot of guys just text us the stuff. What's happening or is even through email. It's all just, because everybody has a website, it's all tracked through their site. Like our dispatch system would be with their dispatch system. The API's can talk on a few occasions and then otherwise they upload a file to us. And or if it's like a national carrier like DHL, Purolator, TNT any of those guys, we just jack onto their site.

Mark: Sure, and in some of these lesser developed countries, the final delivery, the last mile could be a scooter, or a...who knows for sure. Bicycle.

Mark: Yeah, definitely. Just like the last mile is always the interesting mile I can tell you that. But guys are working hard all over the world, getting it done.

Mark: So there you are. If you need a package or a letter delivered anywhere in the world, the guys to call in Vancouver, Phantom Couriers. You can reach them at 604-899-5447. They're busy. You've got to call them and talk to them and they'll fix it, they'll get it there. 604-899-5447. One of the top 100 fastest growing companies in British Columbia. Thanks Mark

Mark: Right on. Thank you

Phantom Courier Service Stories

Mark: Hi it's Mark from Top Local. We're here with Mark Huggan, live and in charge, Phantom Couriers in Vancouver and we're talking about couriering. How're you doing today Mark?

Mark: Doing good. How're you?

Mark: I'm good. So you guys do a lot of pretty outside of the box kind of delivery stuff. You get all kinds of calls I know. So what kind of services that people wouldn't necessarily, automatically think about, have you guys done? To provide people with a complete service of probably outside the realm of just picking up a parcel and delivering it somewhere else. What kind of services do you add?

Mark: Let's just start with the first phone call today. Phone call, somebody's partner is locked outside on the balcony. They call our office to find out, yes we can deliver, we can get the keys from the guys that at work. Send a courier to the apartment building. Go in the building up to the apartment. Into the apartment. Let them in off the balcony. So they're not in trouble anymore. So right off the hop today. That's trip number one. Not a word of a lie. True story.

So we're there. We're an extension of like you know, red alert. If we have a problem, we need to solve it. That's what Phantom is good, that's what we're known for. Crazy problem solvers.

Mark: So what about things like bank pick ups or cheque pick ups. Tell us some stories around that.

Mark: Not as exciting, you know but yeah, definitely. We do a lot of cheque certifications between lawyers, real estate, all that kind of stuff. So we might go to one company, pick up a cheque, go to the bank certify it there and then take it to the other law firm, have them ok it and then go do a deposit. So a lot of hurry up and wait. Sometimes there's a lot of distance you've got to cover. You might start with a law firm downtown. Go to Delta. From Delta the bank is in Langley. From Langley to Richmond to be checked out by somebody else, get it witnessed. And then back downtown to be okayed and then deposit it. A lot of mileage, a lot of rigamarole a lot of waiting. We are good at standing in line. We do it a lot. We charge for it. We charge waiting time, standing in line time but you don't want to have your staff running around doing that kind of stuff. We're more efficient. We can maybe get two parts done by two different people super fast. So a lot of that. It's condensing time.

Mark: So what about animal delivery? You guys do much of that?

Mark: Yeah, I think we might of spoken about it before but probably because I think about it all the time. We delivered this tortoise from Vancouver Island to the tortoise doctor in Pitt Meadows or Maple Ridge. Like three times. We'd pick it up from the airport, well Harbour Air, take it out to the doctor. Drop off this tortoise for this guy who love tortoises and couldn't do it himself. And eventually the tortoise was healed and he took off and he was alive. We do small animal delivery where we might pick them up at the airport, hold them overnight and then drop them off to all the malls, you know all the pet shops, like fish, birds, small little animals, they're in boxes. They're just like a sleep, I hope. And then you know, kids get them for Christmas.

Do you want to hear about the crazy fish delivery to a bar?

Mark: Absolutely

Mark: I knew you would. So some guy calls us up and says, "I need you to go down to Aquariums West and buy me a goldfish." Sure. So we send the courier down with the debit card, he goes and buys a fish and he takes it to this bar on Granville Street. Johnnie Fox's Snug. Because this guy made a bet that he could drink a goldfish without leaving the bar. We had no idea that this was going to happen. So the courier shows up, here's your goldfish. The guy poured it in a glass and drank it and people are giving him money. And the courier is like, "what just happened? I can't believe this just happened." So from the good, the bad and the ugly. Yeah we've delivered animals. Basically we love them when they're alive and still alive and not eaten by humans, alive. Yeah that was a pretty crazy day. I mean that was a legendary trip.

Mark: So what about bike deliveries. What kind of, what's some of the crazy things that you guys have delivered on bicycles?

Mark: Oh man. Like lots of boxes. Lots of just weird stuff. People call you up and they're like..."It's just an over the shoulder bag" and you end up with a bike messenger with like 12 banner stands. And they'll, all over their body and go. Huge, just huge loads. Whatever will fit in gets strapped on and then they have their own devices and they'll just keep strapping it on to themselves and go. With the cargo bike, my favourite one was, "Oh with the fax machine, couriers are going to be out of business". Well we loaded up a fax machine on a bike and delivered it. And I was like, yeah, take than man. Like we're not going out of business. We just delivered the death nail to the fax machine. Get out of here. Bike couriers are here. Those guys can kill it, they can take anything,

Mark: Well you started out as a bike courier, right?

Mark: Yeah, for sure. I loved it. I just couldn't believe how cool the job was. Non stop fun.

Mark: And what about, what's the farthest away delivery that you guys have actually facilitated?

Mark: Well we go around the world. But I mean, you must be talking like local bike messenger or something?

Mark: No, just like what countries, like Burkina Faso or I don't even know.

Mark: Well you know Europe is just another day in the office. Asia is kind of new because a lot of, China is hard. You know because it doesn't have the traditional infrastructure. We've gone to Cuba which other couriers won't do. We've gone to Iraq, we've gone to Iran. We've delivered in like war areas, that's pretty crazy. Lots of the Caribbean is fun. Basically we've gone everywhere. Africa takes a long time, trust no one in Africa. It's like we don't know, like hello, total time zone is hard. So you don't know where it goes. Africa is tough. A lot of the infrastructure there is different to ours, so what we expect just doesn't happen. It's like, yeah they got it, oh how'd that happen. Oh and little tiny islands like off the coast of France. I can't remember the name of it. But it went to a friend's like uncle's brother's house. It was like down at the end of this road, it had no real address. Things like that. We've gone everywhere except Antartica. But I think there's only 209 countries now. There used to be more. We used to have like a check list but we are too busy to keep track of it anymore.

Mark: So what about food, groceries, alcohol delivery. Do you do any of that kind of stuff?

Mark: All day, everyday, all the time. So food, we don't like to do like an order of a burger and fries and deliver it. We don't do that. But we'll pick up from commissary. So say Tractor Foods. They've got a place downtown Vancouver and we'll take it up to businesses like Lulu Lemon or Hoot Suite or Aritzia. We'll deliver the lunches where they actually have to take it out of the bin and put it in the fridge. There you go, staff can eat. We deliver wine all the time. Marquis Wine on Davie Street, like Vancouver's oldest winery. We're in there all day picking up cases of wine, bottles of wine. That is one busy wine place, it's the best. And they've used us for years. Everybody is super happy too. Here's your wine. Just no problem. And groceries, Whole Foods. We delivery groceries all along West Van because they pay for the seniors delivery of food. We'll pick up like for grocery store provisioning of yachts. So they'll put in a big huge food order and we'll take it down to the boat, we'll put it on the boat, well give it to the stewards and the bosuns who load up the boat and away that might go. People need stuff. Phantom delivers. It's pretty cool.

Mark: So there you go. If you need delivery in Vancouver, the guys to call, Phantom Couriers 604-899-5447. They're always busy, you've got to call but they'll get it done.

Mark: Busier than ever man. It's non stop.

Mark: 604-899-5447 give them a call. They'll get it done for you. And of course, Mark..

Mark: Any package anywhere, Phantom Couriers gets it there!

What Is The Last Mile eCommerce?

Mark: Hi, it's Mark Bossert from Top Local. Here with Mark Huggan of Phantom Couriers in Vancouver. One of BC's 100 fastest growing companies and of course the best, the best courier company in Vancouver period. And we're going to talk about last mile eCommerce today. How're you doing Mark?

Mark: Doing good. Had a busy day today so just putting everything back in its right place.

Mark: So what's meant by last mile delivery?

Mark: Ok so last mile is after all, you create something, say you had a beard oil company and you created all your product and you have it pick and and is taken to a distribution, like a fulfillment centre and that's maybe were your Shopify starts off for the orders are placed. And we want this beard oil to go to these hundred people next day. So we would go pick it up from the shelving and then have it all, we would just go and pick up all he way bills and boom products all delivered. And we do that both directions. So we'll go from manufacturers to fulfillment and from fulfillment to customers. So B to C and C to B.

That C to B didn't sound right. That's not right. But we'll take it from the manufacturer to fulfillment, fulfillment to the customer.

Mark: CBD is a whole other thing.

Mark: Yeah we do that too. Shhh. We don't talk about that.

Mark: So how does last mile delivery work?

Mark: Well basically it's an online order from the customer through the website and it has to be fulfilled. So you just want your thing ordered. Like Amazon, they've got all their fleet of minions out there delivering. That's last mile. And we do the exact same thing. But we might be doing it for like a local company or an international company that has a distribution centre in the lower mainland that needs their customer taken care of. And they don't want to use Amazon. They want to use us as part of their company. So we integrate with them. So we might want to do some cross branding or might just be representing the brand when we drop off. And just getting it to the customers, so they're satisfied. And it keeps it really tight.

Like say contact lenses for Clearly Contacts. They have their same day and their overnight. So their overnight stuff is to last mile per se. It's put in the post and it's delivered regular way. But their same day last mile, it's like it been manufactured elsewhere or it's put together in their warehouse. Like the glasses are manufactured different places and put together and brought forward. Or contact lenses are pick and packs and we just go and get them and drop them off with people same day on demand last mile eCom because it comes from their website.

Mark: So that's really what's meant by this whole eCommerce delivery. If you're not, anything outside of Amazon, its got to be fulfilled somehow and you guys are just part of that chain basically.

Mark: 100%. Like you know, it works all over the place. Cannabis is our biggest new eCom. You know, order it online. We will do the last mile. Last 200 feet if they want it to be that way, that short of a distance. We're there. Whatever's placed in order on the internet, it has to be done. That's where the courier comes into play. And it's a super new, exciting, awesome world to be playing in. Considering the internet's 20 years old, I mean come on, 25 years old for us. It's finally kicking butt and we're part of it. The courier's part of it.

Mark: So is this a fairly important part of your business now?

Mark: Oh yeah. It's grown by leaps and bounds. We get a lot of calls for big quotes, like bigger quotes than we've ever seen before and a lot of work to get done. It's going to employ a lot of people. So it's really building and building everyday. Everyday this is a new concern like, oh how are we going to manage this. This is an awful lot to get going. So our scalability is put to the test and it seems like every day, oh scale plus 10 again. So let's keep going. And that's the way it's going to be. That's where, that's keeping us pretty sharp.

Mark: So I have an eCommerce store. How can I improve my last mile delivery? I'm not using Amazon, I'm going to end up with you guys. How do I improve that?

Mark: Well we just have to get in touch and to make sure we're speaking the same language, that whatever you tell your customers is actually really happening and that's where a lot of people fall short. The customer expectation from, say your company, is this and then they're just like, oh whatever, just get it there, and it's like it didn't work. So as long as we're on the same page and we just act exactly the same way every time, all the time, it's perfect. You know there's a lot of missed things. Like people are not home and just mandatory fields need to be filled out. We iron out all the wrinkles before we pull the trigger and our success rate's really high. And we're able to find people and we keep in touch with the end user through technology, simply. Like the driver goes there, and nobody phones anymore. It's just a quick text and then it's logged and the time call, it's like, come back in two hours, fine. It's easy to bill that way and the customers aren't shocked when they get their second charge or something, they know what's going on. It keeps a happy customer.

Mark: And so is that what you would consider logistics? Like how does that figure in to that efficiency of last mile eCommerce?

Mark: I don't think it's traditional logistics as much as acting as a customer service personnel for the creator of the product, whatever is being sold. It might be as simple as, like there's unique people like Etsy. There's a lot of Etsy people in Vancouver that need eCom. So they're just taking orders, and we'll go to a house and pick it up or we go to a fulfillment centre and pick it up or we'll pick it up at one place, take it to another place, wait a few hours, go back and pick it up again and deliver it. And it's just keeping your eye on it, tracking it and making sure that it's delivered to the right place at the right time to the right person. It gets a little tricky but it's straight up, making sure it happens. Making sure the people, and the more you deliver, the more they make and it just keeps building too. So more happy customers equals more orders. It's fun stuff. I dig it.

Mark: So there you go. If your eCommerce company is looking for delivery in Vancouver, the guys to talk to are Phantom Couriers. You can reach them at 604-899-5447. They'll get it done. They'll get it done right. They'll get it done fast. Thanks Mark

Mark: Right on. Yeah it's been a good chat. Makes me think about it.