Customer service
- Thread starter SMYTHE
- Start date
Hello,
I would imagine it depended on fleet size in today's world of trucking, staff availability etc....The good old days a trucking company had the flexibility to have on staff F/T CSR just supporting this very function.
Today as you know there are so many other elements from A to B that can keep just one person busy, thus not having the ability to make a call to every pick up or delivery immediately. And I say this, as of course most carriers have had to downsize their staff, hence from having the dispatcher update the CSR person but who no longer is there today. It's not to say that our practice is to NOT call the client with an update as most of our clients just know we get it done as requested. But our policy is to keep clients up to date if there are delays etc.
I believe we all strive to keep connected as to our delivery status, it just may not be perfect each day in doing so. Hats off to your integrity....
I would imagine it depended on fleet size in today's world of trucking, staff availability etc....The good old days a trucking company had the flexibility to have on staff F/T CSR just supporting this very function.
Today as you know there are so many other elements from A to B that can keep just one person busy, thus not having the ability to make a call to every pick up or delivery immediately. And I say this, as of course most carriers have had to downsize their staff, hence from having the dispatcher update the CSR person but who no longer is there today. It's not to say that our practice is to NOT call the client with an update as most of our clients just know we get it done as requested. But our policy is to keep clients up to date if there are delays etc.
I believe we all strive to keep connected as to our delivery status, it just may not be perfect each day in doing so. Hats off to your integrity....
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30
Really, the main thing that sets any one company apart in this industry (whether broker or carrier) is customer service and customer care. So when that is skimped on, it's not a good situation.
One cannot complain about being commoditized if they don't bring value to the table.
One cannot complain about being commoditized if they don't bring value to the table.
2
I learned a long time ago that there is really only one thing which is intangible that sets apart a company from others that sell a similar service, be it load brokering or transport, and that is service. Let's face it. People remember the those who treat others like gold and those who treat others like crap. Treat one person badly, and the karma truck is going to run you over. You truly are as good as the last order you did for a customer. I know some who regard all load brokers with the same disdain as turd on a shoe when they are filling capacity that otherwise would go unfilled. If that customer happens to be a load broker and you don't care when you deliver their freight because "they're just a load broker" and "if they want something delivered from Montreal to Toronto next day, they have to pay more", you're going to be remembered as one who doesn't value business relationships. I find there's not much difference between those who don't value people and those who don't value business relationships. Eventually, whatever "customer service" you think is being offered by people who don't care is going to truly expose who they are really are deep inside instead of a friendly person who is supposed to be helping and thanking for every scrap of business.
The key is value. If you offer no value to your customer service, like letting the customer know about something before they know, or surprising them with a delivery notification to show how "on top of things" you are, then any motto you have might just as well take credit for something you never did...because that's what you're doing. For example, Ayr Motor Express has a motto: "The best is the least we can do." Anyone who knows how bad their customer service is will want to re-write that as "The least is the best we can do."
The key is value. If you offer no value to your customer service, like letting the customer know about something before they know, or surprising them with a delivery notification to show how "on top of things" you are, then any motto you have might just as well take credit for something you never did...because that's what you're doing. For example, Ayr Motor Express has a motto: "The best is the least we can do." Anyone who knows how bad their customer service is will want to re-write that as "The least is the best we can do."
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I totally agree. Good customer service should be expected and provided, whether you are a carrier or a broker.
If you accept the load and agree to the terms, then you must follow through.
For us, it doesn't matter if the load is worth $50 or $50,000, we treat every order the same. We call on pick up and delivery. If something changes, we call the customer immediately. We also know where our trucks are and can relay that information immediately, if the customer happens to call us first.
Almost anyone can drive a truck from point A to point B. The difference definitely lies in good teamwork and customer service.
If you accept the load and agree to the terms, then you must follow through.
For us, it doesn't matter if the load is worth $50 or $50,000, we treat every order the same. We call on pick up and delivery. If something changes, we call the customer immediately. We also know where our trucks are and can relay that information immediately, if the customer happens to call us first.
Almost anyone can drive a truck from point A to point B. The difference definitely lies in good teamwork and customer service.
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