Running a family-owned distribution business means wearing many hats. When freight delays pile up, they do more than just slow deliveries. They strain customer relationships, cash flow, and daily operations.
That was the challenge one small-market, family-owned distributor faced before partnering with Hillcrest Transportation.
This is how we helped them reduce delays and get back on track.
New to Chemical Freight?
There are so many things that can go wrong when you do not involve a partner who KNOWS the right questions to ask.
Are you asking the right questions? When large or inexperienced logistics companies get involved in chemical freight, they rarely ask the customer the right questions up front.
Do you understand product loading procedures?
New chemical freight haulers rarely understand their customers’ product loading and unloading procedures, which can cause HUGE ISSUES, such as a carrier showing up with the wrong equipment for the job and being unable to load or unload. Or the WORST case, they load a product onto a trailer or carrier without the right qualifications or specifics, and cause a spill or damage to the product.
In those scenarios, a late delivery can be the best-case scenario.
Logistics Partners That Miss Key Questions
Logistic partners that do not ask the right questions up front can cause a carrier to not:
- Show up with the right equipment. The best-case scenario is that you are delayed loading. The worst case is they load it, and you cause a spill on site, over the road, or even worse, in a populated area.
- Be qualified to move a product legally. Imagine if they load your product and go down the road with it and get pulled over or worse, have an accident. The public is not going to focus on the small trucker; they are going to blame the major company or chemical provider for not doing their “big brother” responsibilities.
- Use a clean trailer, or one that has had a product in it before, which could cross-contaminate two chemicals. This can lead to ruining a full product load, creating a chemical reaction, or causing an explosion in the plant or down the road. Imagine if the shipment reaches the customer’s site and they pump it into a customer storage tank, ruining millions of dollars’ worth of product or causing a major explosion and chemical outbreak in a major city.
This can be a reality for any load handled by the wrong people.
The Challenge: Delays That Hurt Customer Trust
The distributor served manufacturers and retailers across nearby states. Their freight volume was steady but insufficient to qualify for priority treatment from national carriers.
They struggled with:
- Late pickups that pushed back delivery dates,
- Missed delivery windows at customer locations,
- Limited communication once the freight was on the road, and
- Last-minute scrambling to cover loads.
Each delay led to follow-up calls, frustrated customers, and extra work for a small team.
Why Small-Market Distributors Need a Different Kind of Partner
Big carriers often focus on high-volume lanes and large metro areas. Small-market distributors need something different.
They need:
- Reliable regional coverage,
- Clear, fast communication,
- Flexible scheduling when plans change, and
- A carrier who understands local routes and facilities.
That is where Hillcrest stepped in.
“We are especially pleased with the quality of service your company provides and the partnership that has developed amongst our companies.” – Intermodal, Logistics and Box Freight Customer
The Hillcrest Approach: Simple, Local, and Reliable
Hillcrest started by learning how the distributor operated day to day. Instead of forcing them into rigid schedules, the team built a plan around their real shipping needs.
Key changes included:
- Dedicated regional lanes with consistent drivers,
- Faster pickup confirmations,
- Real-time updates when conditions change, and
- Fewer handoffs between dispatch and drivers.
This reduced confusion and made freight planning easier for everyone involved.
The Results: Fewer Delays, Happier Customers
Within the first few months, the distributor saw clear improvements.
They experienced:
- Fewer late pickups and missed delivery windows.
- More predictable transit times.
- Less time spent tracking download updates.
- Stronger trust from their own customers.
With freight running smoothly, the family-owned team could focus on growing the business instead of putting out fires.
What This Means for You
If your business ships from smaller markets, you don’t have to accept freight delays. A strong carrier partnership can:
- Reduce daily stress for your team,
- Improve customer satisfaction,
- Create consistency in your supply chain, and
- Support long-term growth.
The right partner understands that every load matters, no matter the size of the market.
Time for a Different Approach
If freight delays are slowing down your business, it may be time for a different approach.
If you ship from a small market and want fewer delays, start with a quick lane review. Hillcrest Transportation can help you identify where reliability breaks down and where a regional approach makes sense.
