While it’s true for all industries, it is especially true for truckers and freight brokers — high-quality customer service is key for success. If your clients don’t feel like they are being treated correctly, they’re simply going to call it quits and move on to another company. However, in the trucking industry, there are a lot of factors that are out of your control. So how can you make sure that you’re providing top-notch service and building a loyal customer base?
Excellent customer service is a priority for us here at Strategy Systems. We go above and beyond to make sure that every user of our transportation software is satisfied and if there is anything that we can do to make it better, we make sure to update the software. We are also well-versed in the transportation industry, so in this blog post, we’re going to be providing you with some steps to take to ensure that you’re providing the best customer service that you can.
If you would like more information about our trucking and freight broker software or would like to give it a free trial run, then make sure to contact us today!
Choose Your Carriers Wisely
Obviously, in order to keep your clients happy, your company is going to have to do their job efficiently. This is directly correlated to the carriers that you decide to do business with. There are a lot of moving parts that freight brokers have to handle and make sure are operating correctly, but if you have carriers that are uncommunicative or constantly late to their pick-ups or deliveries, then your client is going to be less than pleased. We know that trying to save as much money as possible is important for business owners, but you don’t want to try and pinch pennies when it comes to who you hire to be your carriers. Really make sure that you can trust them and speak with some other companies that have done business with them in the past.
Without consistent communication, your company is doomed to fail. Through the advancements in technology and the ease of being able to contact anyone whenever necessary, communication is essential to your business and keeping your clients happy. They don’t want to be left in the dark when it comes to their goods, so always make sure that you are constantly communicating with them about shipping times, and any other information that is important to them. Through our transportation software, we can make this even easier. Our software lets you keep track of your fleets, schedule loads, handle invoicing, and so much more. You’ll not only be able to keep in touch with your customers, but with your carriers as well.
Know Your Clients
It’s highly likely that you have more than one client. And although you may do larger shipments or more business with one client in particular, it’s important that you know all of them incredibly well and know what they’re needs may be as well as exactly what they are looking for from you. The better that you know those that you are working with, the more likely you are to provide them with high-quality services.
Your group of employees represents your business as a whole, and as the old adage states, you’re only as strong as your weakest link. That’s why you want to be sure that every single one of your employees is trustworthy, good at what they do, and understand that your customers’ satisfaction is a priority for everyone on your team. Make sure that when you are hiring, you are taking the time to ensure that the one who is applying is a good fit for your company’s dynamic and will go above and beyond for the success of your business and the happiness of your clients.
Respect Clients’ Time
While good communication is key to a good working relationship, you also want to keep in mind that they have a schedule of their own that they need to attend to. Don’t call them at unnecessary hours or take more of their time than need be. Also, one of the biggest problems that clients have are the wait times. They hired you for convenience and with the assumption that they would not have to wait for their shipments. In the transportation industry, there are going to be times that the situation is out of your control, whether because of damaged goods, problems on the road, what have you. But you need to do everything in your power to make sure that they aren’t constantly waiting for their deliveries. If there is an unexpected problem, then make sure that they know of the issue as soon as possible.
Along with respecting the client’s time, you also want to be as transparent as possible with them. They aren’t planning on any surprises while doing business with you, so the best thing to do is to be an open book with them. This involves keeping them updated with the shipments, as well as your pricing, maintenance, and labor rates. You want to do this right from the get-go. Even if it’s letting them know that there is a problem, they will appreciate your honesty and feel confident in doing business with you.
You’re also going to want to avoid the word “no” as much as possible. You need to work with your clients and the quality of service that they’re looking for, so even if they have a request that is not a possibility you shouldn’t give them an outright “no”, but staying with transparency, say something like “That would not be possible at the moment, but let’s figure out something else that we can do!”
Let Them Know How Important They Are
Your client wants to feel important, and rightfully so. They are, after all, how you make money. A business without clients is no business at all, no matter how big or small they may be. So it’s important for each and every one of them to get the attention that they deserve. Make sure that they all get your full attention, and that you are checking in with them to keep them updated.
By following these tips for great customer service in the transportation industry, you’ll be going a long way to ensuring that they will be loyal customers and will stay with you as their freight broker. As many of you know, a big part to running a successful business is word of mouth, so the more clients that you have that are happy with their partnership with you, the more other potential clients will be interested in hiring you as their broker.
Here at Strategy Systems, we wanted to help the trucking industry in any way that we could, and that is why we came up with the Strategy Live transportation software. With our software, not only will your day-to-day tasks become much easier to complete and keep track of, but you’ll also be able to keep your customers fully-informed. If you have any questions and would like to learn more about our trucking and freight broker software, then feel free to give us a call, or go ahead and order your free demo!