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Order quantities - making sure we're on the same page

Even the most industry common terms can mean very different things to different people.

In an industry full of lingo and acronyms, it pays to be specific.

A customer recently placed an online order for three boxes of stock.

They meant three inner boxes.

Our dispatch team understood it as three full boxes.

Both sides were clear — but they weren’t speaking the same language. The result? Time lost resolving the confusion, plus extra work correcting paperwork and deliveries.

It sparked a great discussion in our weekly Client Services Meeting. Interestingly, even internally we didn’t all share the same terminology relating to quantities. So, we fixed it. We aligned on clear definitions and created the simple visual guide below which we shared across our team and with our customers. Because getting it right starts with speaking the same language.