Poaching customers on the Exchange, also referred to as “stealing” another member's well-earned customer, is considered gross misconduct by the Exchange trading community. Poaching is unsolicited approaches to another member’s customer (an end user on the Exchange) during the course of an ongoing or following the completion of a booking.
One of the reasons why the Exchange is a highly attractive platform for operating transport professionals is that we offer protection and a “safety umbrella”, so to speak, for valuable relationships members have spent time and energy in building with customers.
When a broker allocates a load to a carrier, that carrier is representing the broker and not their own business. It's the carrier's responsibility to follow all load instructions, not to arrive on-site with branded PODs or vehicles, and not to exchange contact information with anyone - even if approached.
Evidence of any attempt to poach someone's customer, either through unwarranted calls/personal or sales-related emails/texts or contact detail exchanges on-site, gives us the right to suspend or potentially revoke your membership immediately.
The following actions constitute poaching:
- Advising the member’s customer at delivery or pickup to contact you directly next time;
- Contacting that member’s customer directly is strictly prohibited following the completion of a load;
- Leaving a business card or any self-promotion behind at pickup or drop-off;
- Marketing directly (email, mailings, flyers, or even cold calls) to end-customers on the platform.
How we enforce this policy:
If a member suspects their customer has been either poached, or an attempt was made, we will open an investigation. Initially we will strongly urge members to engage with one another to agree a resolution. If this is not possible, we will review the evidence submitted and make an assessment of the case. Depending on the severity, this can lead to a warning, suspension, or potentially revoking membership.