I had an interesting customer experience this week and while it was not in a warehouse environment, the root cause was something that can be a takeaway for any warehouse.

The root cause was preventive maintenance.

On Sunday I was flying out of EWR and everything seemed to be on time with no issues. Pre-boarding happened, zones 1 and 2 were called to board, then our zone was called. We got into the line and then a couple minutes passed and we seemed to be stalled.

Then it came, the dreaded announcement no one wants to hear in the airport. There was an apparent maintenance issue and they were going to pull everyone that boarded so far off the plane while they fix it. How long would it take? It was uncertain.

A frustrating start to the travel day that would only get worse. We waited nearby not knowing what the situation is or when we might board but the question was being asked, how could they not have caught the maintenance issue earlier.

Around 20 minutes later they announced we would board again and we did. Everything seemed to be fine. Everyone got on the plane, we pulled away from the gate and then we sat by the runway. Well, everything was not fine apparently. We got the even more dreaded announcement that there seems to be a maintenance issue that involved an "odor" and we would need to go back to the gate.

Well, we went back to the gate and ended up ultimately having to get off the plane and get on to another plane. Overall it was about a 4 hour delay for the flight and as a customer it was quite frustrating especially since the ticket price was about three times what I would normally pay for this route.

So what does it have to do with warehousing? Well, it all comes down to the impact that maintenance or the lack of preventive maintenance can have on the overall customer experience you are trying to deliver on. The customer doesn't understand that there was a jam on the conveyor or that you were short a forklift because it was leaking hydraulic fluid. They just see that their shipment is delayed.

I worked in an operation where we went from a very basic, pick on paper operation to a high tech operation with intense automation in a very short period. When the automation project was done the one place we had a glaring gap was maintenance. The business had never needed that level of maintenance before and this was a bit of a shock to their system. We quickly scrambled to find someone who could not only do the maintenance but also do the required preventive maintenance which we were quickly falling behind on without the right resources. In that situation, we had delayed shipments due to various maintenance issue that would hold up inventory in the shuttle system similar to my delays in the airport.

With the increasing number of pieces of equipment and moving parts entering warehouse facilities, this becomes a critical part of your operation and ultimately the customer experience you are trying to deliver.

When adding anything new to your facility do not overlook the proper maintenance support it will require or you'll risk impacting customer experience at some point down the line.

Monday's Episode - Interact Analysis: Inside the 2026 Warehouse Automation Market

Welcome to another exciting episode of The New Warehouse Podcast. In this episode, host Kevin sits down with Rueben Scriven, Research Manager at Interact Analysis. Interact Analysis is a premier market intelligence firm providing clarity to the complex warehouse industry.

This discussion dives deep into the findings of their mid-year warehouse automation report , exploring market shifts, regional trends, and emerging technologies. This episode provides a vital roadmap for operators looking to future-proof their supply chains in a changing landscape.

Wednesday's Episode - Barrett Distribution Centers: How 3PLs Build Trust to Retain Brands

In this episode, Kevin welcomes Mark Healy, Vice President of Customer Solutions at Barrett Distribution Centers, Inc., to discuss the dynamic world of third-party logistics. Barrett Distribution Centers is a privately held, third-generation, omni-channel fulfillment and managed transportation provider founded in the early 1940s.

Operating 19 strategic facilities across the United States, Barrett specializes in scaling alongside emerging and established brands across retail, wholesale, and direct-to-consumer channels. Healy shares his extensive 30-year industry perspective on why brands leave 3PL providers, the critical importance of proactive communication, and how to operationally align warehouse teams to ensure long-term client retention.

Hope you found something to enjoy and learn from in this week's recap! Have a great rest of the week.

Thank you,

Kevin

Unsubscribe | Update your profile| PO Box 238, Crosswicks, NJ 08515