Friday, September 28, 2007

Need Help??

Today we’re finishing up another great week of live freight broker training. We are putting together the calendar with new locations for the live class for 2008 and continuing to teach freight brokers of the future through our Gatlin online course.

We also truly enjoy coming to you to help you gear up for success. We can set up your brokerage, train you and your employess and consult on any issue.

Every successful business has a learning curve and growth issues. Whether you are just starting or experience growth pains and need a hand contact me at (214) 206-1169.

If you are interested in opening your own freight brokerage and a freight broker training school, we have a train the trainer program and a licensing agreement.

For a one-day sales seminar with Bryan Flannigan contact us for more details. This is for groups of 100 or more.

Moving forward,


Jeff Roach - President
Brooke Transportation Training Solutions
jroach@transportationtraining.com
www.transportationtraining.com
www.brooketraining.com
www.justintimefreight.com

Thursday, September 27, 2007

A Learning Loan is an Investment in You

My financial counselor is very anti debt. There are few things he deems worthy of a debt burden. Yet he totally believes in getting a loan for education, for a better future. We will help you get a loan for freight broker training or any Gatlin online education program. Education is an investment in you, with great dividends.

1. Dream a little about what you want to learn
2. Find the course that teaches your dream job
3. Locate a school (our courses are offered through colleges nationwide)
4. Apply for a loan

You must already have the name of the sponsoring educational institution before applying for a loan. click here to locate a school in your area. If you need further assistance, please contact Gatlin Education Services (817-870-2870).

With Gatlin’s Education Loan Program you can pay as you go. We spread your payments out over 12 months at 9%. You typically know within a week if you are approved for a loan towards career training.

Once you are approved for funding, you will be required to mail your signed contract and your deposit to TFC credit. As soon as your deposit is received, we will process your registration. We will take care of the entire registration process - there's nothing else you need to do!

To apply, simply complete the online application at collegeloanapplication.com.

Moving forward,

Jeff Roach
www.brooketraining.com

Wednesday, September 26, 2007

Search Engine Popularity

Today I submit an article from my search marketing guru. I'm not that smart so I surround myself with people that know their stuff, like Daryl. I stick to what I know (which is sales and freight brokering) and depend on them to help me with what I don't know.

Which search engines are most popular today.
by Daryl Clark

Originally, the Internet was designed as a way for university scholars and other researchers to share information and data. That activity, though still with us, now plays a minor role in the continuing development and further commercialization of the Internet.

Last year, Yahoo quietly celebrated its 10th anniversary. The understated publicity was notable, especially when contrasted with the ultra-brash proclamations from Internet companies prior to the dot.com bust of 2001. Many purists for whom academic research was the heart and soul of the early Internet are doubtless grinding their teeth over its galloping commercialization these last few years. Like it or not, however, commercialization of the Internet is here to stay.

Eleven years ago, the most popular search engine was AltaVista and the most popular directory was Yahoo. In the interim, some of the other popular search engines like MetaCrawler and Excite disappeared and/or were reborn. Just like any other relatively new industry, the search engine industry has experienced a tremendous amount of consolidation.

Yahoo now owns AltaVista, All the Web, and Overture, (renamed Yahoo Search Marketing Solutions). MSN was using Yahoo’s Search Marketing to provide their “sponsored” results but now they have their own pay per click division. Google has a pay-for-placement service, called AdWords. Which search engines are most popular today?

According to Hitwise.com in June of 2007, the popularity break down for the top four search engines were as follows:

1. Google 63.92%
2. Yahoo 21.31.0%
3. MSN 7.73%
4. Ask.com 3.42%

As you can see, more people use Google than any other search engine. In fact Google’s market share of search has grown 20% in the past two years. Lots of users evidently prefer Google because they consider Google’s results more relevant to their search objectives.

Each of the major search engines uses a pay-for-placement model along with a free (organic) search component. When your search yields items headed “Sponsored Results,” those are companies paying to be found under the search terms that you chose. Relevancy can be a matter of commercialization. As companies agree to pay more for top search results, the consumer’s typical search may turn up fewer and fewer companies to choose from, as a direct consequence of the expanding budgets going to pay-for-placement.

Regardless of which search engine you choose, your top concern as a consumer is to get the most relevant results. While continued commercialization of search engines is inevitable, ultimately it is the consumer who determines future trends. Your Internet search decisions today will ultimately anoint the search engine leader of tomorrow.

Moving forward

Jeff Roach
www.brooketraining.com

Tuesday, September 25, 2007

Trade School vs. Seminar

Brooke Transportation Training Solutions, as I discussed yesterday is a trade school by definition. Our school is NOT a seminar. Although our live training is short (a week long) it gives you more than a seminar. Seminars are here today and gone tomorrow. They typically hone your skills, rather than teach an entire industry.

This is a perfect real home based business for those who need or want to earn a real income from home. Our graduates have fascinating stories because many of them are disabled or have a family situation that requires they work from home. This is not a get rich quick deal. To succeed in this career you need passion to serve both shippers and carriers. Students must have realistic goals
upon graduation.

Starting as a freight broker agent requires knowledge and a relationship to
brokers who will allow you to work under their authority, license and bond,
provide tech support and on-going training. That is the solution we provide in our trade school. Other trade schools may take a year to prepare for your new career. Ours takes 3-6 months of hard work every day on the job all day to
up and going, just like any small business. You make an investment in training, learn more and work hard under another broker and within a year you should start to see lucrative deals come through. Successful graduates have a great attitude, perseverance and focus on improving daily. Commit to helping and serving your customers and you will have a profitable home-based business.

People ask me all the time - how much do you make? I tell them
It is up to them to determine whom much they want to make. It requires the
most tenacious type person who is serious about owning their own company and
working hard. The good news is, being an agent requires very little start up $ and all of the brokers that come and recruit from our graduates provide on-going training and support after graduation. Although it is your own business- you are not alone.

Jeff


Jeff Roach - President Brooke Transportation Training Solutions
jroach@transportationtraining.com www.transportationtraining.com
www.brooketraining.com www.justintimefreight.com

Monday, September 24, 2007

What is a trade school?

According to wise geek , a vocational or trade school is a school which focuses on providing graduates with marketable skills. After graduating from a trade school, an individual will be able to immediately enter the job market with his or her skills, and be able to receive a high rate of compensation.

Brooke Transportation Training is a trade school. We aim to make our school as effective as possible by setting up a working brokerage during the week of school. Brooke does not have a working brokerage so we are not helping ourselves by training agents. Our largest group of students are disabled vets and others with disabilities that the government pays us for training. Our school is highly regulated in order to qualify as a certified vet training institution.

I am an agent for Doug Dillon at Gfirst Logistics. He is one of my previous students and an approved instructor. I choose to be an agent for Doug to stay in the game and to service the customers I have made over the years. I would never endorse one broker over another. I introduce my students to have many choices on free Friday resource, the last day of training. One size does not fit all. Different people will fit in different places. Recruiters, large and small brokers and well known and not so well known brokers come to our resource day to talk with our student. They know we teach the right stuff. Our graduates are truly prepared to hit the ground running. We are protective of our graduates in that we only allow companies we trust to recruit students. We provide knowledge and opportunity.

Brooke receives no placement money from any broker nor is officially associated with any broker. It is a blast to get to know all the students that come my way and help them blaze a new career path. That is why I do what I do.

Moving forward,


Jeff Roach
www.brooketraining.com

Friday, September 21, 2007

Broker or Agent?

Yesterday I told you Barbara’s story of becoming a freight broker agent.

Most students come to Brooke Transportation Training thinking they are going to open and operate their own freight brokerage. Most change their mind along the way and decide to be an agent under another brokerage. In either case, you are your own boss. But as an agent you have some back up. It is similar to being an insurance agent. You can be John Smith Insurance or John Smith agent for State Farm insurance. We invite brokerages to come in on Friday of our class and talk to the students about their opportunities. We have the biggest names in the industries as well as smaller brokerages present their opportunities.

Barbara raves over how choosing to be an agent for G First was absolutely a God send for her. She says be careful when you are picking an agent. “Doug (at G First) is the reason I made it. Doug has been a huge part of my success. My move from Las Vegas to Missouri did not go at all as smooth as I hoped. When I was overwhelmed with the move, he kept my business running. He closed a big deal I’d been working on for months. For six months I kept calling on this company and couldn’t get past the gatekeeper. Only Twice was I let through to talk directly to the shipper. The shipper finally gave us I load while I was out. Doug took care of the work. My advice is to pick a broker you can count on. Team effort keeps the team together.”

Those are words from someone who has lived it. Have a great weekend and never stop chasing those dreams.

Moving forward,

Jeff Roach

Thursday, September 20, 2007

8 Child Success

I’m amazed by the diversity of individuals that go through Brooke Training and become successful agents. Here’s one woman’s story.

Barbara and her husband have a passion for kiddos. They have adopted eight beautiful children. Barbara has been a stay at home mom for years and loves every minute of it. What she and hubby didn’t like was living in Las Vegas. Their dream was to move to Missouri with their clan but they lacked the money. She had to find a way to earn some money from home while raising her family. What to do? Barbara thought and prayed and her sister came to her mind. Sis is a freight broker agent in Utah. Barbara decided to go work with her sister to see if she might be able to do the same work. She thought she could, so next step was real training. Barbara searched online and found Brooke Transportation Training. She called me and soon signed up for class.

“Going to class has so hard because in 23 years I’d never left my family. It was very scary for me. I can be overcome by anxiety. But because I knew this is what I was supposed to do, I went. I got a lot out of school. And I met Doug Dillon at GFirst. Deciding to be an agent for him was the best for me.” Barbara says

That was a year ago. Today Barbara is turning a good profit as a freight broker agent, loving living in Missouri with her family. I asked her what motivates her to push on through the cold calling rejection. She says sometimes she just takes a breather. She depends on faith, hugging her babies, fishing and crafts to clear her mind and start back on her work fresh. The flexibility of her hours make all that possible.

Barbara comes in and speaks to our class when she can and share with the students thoughts on what has helped her succeed. More of that tomorrow.

Moving forward,

Jeff Roach

Wednesday, September 19, 2007

Krish Dhanam was born in India traveled across the ocean to pull himself up by the bootstraps in America. His words always help me think outside my white bread, Texas bred upbringing. Here are a few thought provoking paragraphs from his book The American Dream from an Indian Heart.

Do Not Blame Your Past for Your Present (page 76-77)

Fundamental to all acknowledgement of change is an understanding that you are not a victim. In essence, this is asking a lot of those of you who are truly victims, victims of incest, abuse, poverty and other birth or inflicted defects that hampered you from having a normal childhood. However, in the grand scheme of things, unless you learn to let go of blaming yourself for the past, you are not ready to begin the journey of enjoying the future.

In this entire book you will not find another statement that might anger more people than this one. Asking people to forge and forgive their past is amongst the most sacrilegious requests that you can make in America today. The whole platform of advocacy is built on the premise of past pain. The funniest part of this is that an entire industry has seemingly prospered with the sole purpose of catering to this platform of pain advocacy. If you walked into the nations’ capitol today and asked people to just get over it, you would be branded a right wing conspirator of hate and would be hung in the media as an uncompassionate and intolerant human being.

If you are from Haiti or Honduras, Eritrea or Ethiopia, can have an accent and the stereotype of your people as cab drivers and convenience store workers, do not worry…While it is true that a large number of Indians do own motels and many Haitians drive cabs, the reality is that the combined economic impact of this group of people is staggering. These people have made peace with their past and draw on a deep sense of purpose and drive to make a difference in their present so the future they create for their family is secure.

Thought provoking??

Moving forward,

Jeff Roach
www.brooketraining.com

Tuesday, September 18, 2007

Keep things in perspective

In our training we try to keep everything in perspective. While we train others to plan for a grand future we also remind them to remember, appreciate and make the most of today.

Toby Slough, one of our guest speakers challenged us to contemplate what we would do if we knew for sure we only had 30 days left here on Earth. As you can imagine- the atmosphere and the noise level changed in an instant. Two minutes earlier we were planning out the rest of our life and learning a new career.

After Toby’s probing question, we focused on all the things money can't buy. We reflected on our life, who we’d want to see and reconcile with. We longed to forgive those who have hurt us – and be forgiven.

As I thought about this question I thought about

my marriage
my children
my mom and dad
Mr. and Mrs. White and their sons
People who love me and that I love
Friends that never judge and that are always there no matter what

I have this one friend that will meet me for a slurpie at 7 eleven at 2am if I need a friend to talk to. I have Dan from college that has always been there. I would want Ed, Bryan and Krish my mentors, their advice to me is golden. And of course my beautiful bridce who stands by her man.

Funny thing. I never once thought about the money my graduates make but the friends that I have made through education. I can't say thanks enough to Steve Gatlin for sharing the future of e-learning with me. WOW
Above all, thanks to God for allowing me to do what I do for a living.

JR


Jeff Roach - President
Brooke Transportation Training Solutions
jroach@transportationtraining.com
www.transportationtraining.com
www.brooketraining.com
www.justintimefreight.com

Monday, September 17, 2007

Why or Why Not People Buy

There are truly only four reasons people will not buy from you:

No trust
No need
No hurry
No money

Here are six motives for buying from Daryl Clark
1. A desire for gain
We are more likely to buy if we believe we will get something valuable and tangible in return--such as increased wealth, slimmer thighs, a better job, or more friends.
2. A desire for comfort or convenience
We are more likely to purchase a product or service if it will make us more comfortable or improve our lives by saving us time, effort, or energy.
3. A desire for security or protection
We are more likely to buy something if we are convinced it will make us and those around us safer.
4. A desire to enhance status
We are more likely to buy a product or service if owning it will impress others or make others think better of us.
5. A desire for internal satisfaction
We are more likely to buy a product or service if we feel it will make us happy, beloved, confident, intelligent, or content.

Friday, September 14, 2007

Let me Tell you about my friend

My buddy Lance White has been helping me out since I started Brooke Training. We just added his bio to our website as one of instructors. Here’s an excerpt just to let you know that I have instructors that really know their stuff. I know some stuff, but Lance he really knows stuff.

Lance White exemplifies passion and commitment to freight broker students by sharing some great victories as well as a few battle scars. Lance shares from his wealth of experience. He knows how to build a successful business because he has done it. He learned stamina, working through pain and a plethora of life lessons as a football hero.

Lance's experience prior to coming to Brooke involved lots of money, personality and sales. He has a background in home loans, homebuilding and company ownership. He passes on to students what it takes to start your own business then adjust during the growing pains.

Lance recently attended a dynamic training program called Discovery. He gained empowerment to live life to its fullest potential. He teaches students and anyone who will listen this NEW way of life not only through his voice, but also mostly through his actions.

That a bit about my good friend Lance. Have a great weekend!

Moving forward,

Jeff Raach
www.brooketraining.com

Thursday, September 13, 2007

The Future

Today’s blog is a continuation of the information presented by Midwest Transportation Consortium presenter Jay Thompson, president of Transportation Business Associates. The transportation industry is on a strong upward growth pattern. Take time to strategize how you will stay ahead of the curve. Jay says successful companies must:

• Focus on targeted shippers
• Manage growth (unlike late ’90’s)
• Address personnel ($$ vs. home vs. work)
• Increase utilization (from 50% of available tonnage space & the miles per week)
• Utilize Information Technology (integration)
• Make the most of strategic relationships

We live in the information age
• Internet is largest innovation since printing press (the first information age)
• Affects every part of our life and work
• Allows information to be freely shared
• Replacing TV, radio, newspapers…
• Offers E-mail, information, low cost purchases…
• “Bigger” issue is what information to share
• WE must decide how to best tie it all together

The Internet is the CB Radio of this age
- Like a CB, information must be qualified (fleets, trucks, dealers, traffic…)
- Use it as a tool in conjunction with what and whom you already know
- However, personal relationships for business will be more important than ever

Information Technology for Trucking
Internet (Information, features / benefits, low cost purchases...)
Satellite / terrestrial communication (Trip notification, E-mail, load tracking, problems…)
Onboard electronics (Diagnostics, parameters...)
Revenue (Load costing, closest equipment, traffic lanes…)
Fleet software (Routing, mileage & cost summaries…)
Day-to-day operations (Productivity programs, notification…)
Equipment (Spec it to mission / operation)
Fuel (Where and how to purchase – different options)
Insurance (Health/life/collision/bobtail/workers compensation)
Financing (How to get best from industry & fleet programs)
Maintenance (Servicing and tires – fleet / OEM programs)
License and permits (Programs available)
Repairs (Information & planning – programs, dealers…)
Banking (Billing, direct deposit, automatic payment, debits…)
Retirement planning (Ask questions and help do something)
Accountants / computer programs (Pricing & services options)
Planning (Key business practice – benchmarking)
Industry Support Programs (Strategic alliances)

Examples From A Typical Company
• TRIP GENERATION - Trip costing, loaded & deadhead miles, routing
• ACCOUNTING - Billing, accounts receivable / accounts payable, checkbook,
operational information, advances, payroll, accountant tax information
• ON ROAD – Truck feedback, fuel prices, advances, directions, traffic, port
bypass
• ROAD & FUEL TAX - Separate calculation program
• LOG VERIFICATION - Audits, reports
• AGENT / BROKER FREIGHT - Agents process, DAT
• DRIVER SCREENING - DAC type program
• SPREADSHEET TYPE PROGRAMS - Cost analysis, maintenance
• INFORMATION PRODUCTS - Internet, satellite, relays

Key Trends
• INTEGRATION – functional & information (adapting reality to information)
• Customer needs assessments and software flexibility versus selling generic products
• Seamless information flow with shippers, consignees & all interested parties
• Paperless BOL, signature capture, automatic billing…
• GPS tied into truck for mapping, directions…
– transmission tied into other services
• Trailer / load tracking focus – security, planning, demurrage, used as storage, etc.
• Mobile devices for voice / e-mail for operators (retention issue)
• Mobile Internet – in dash – weather, news, sports, routing, mapping, etc.
Personal Keys To Success
• Focus on what you like doing best
• Work hard at it (work yourself out of job)
• You will be noticed & things will open up
• Take advantage of opportunities
• Networking is more important than ever
Some Final Thoughts
• You are OUR future!
• Listen before acting (take a walk first)
• Look at things historically - with a fresh eye
• Clearly define the situation
• Articulate vision – “Mission Statement”
• Don’t coast – if so – you are going down hill

That’s a lot to mull over. It is easy to get bogged down with the day-to-day but oh so important to think toward the future. I read that all industries go through a revolution every 8 – 10 years so we’re not alone. In training I have to keep up to be able to teach my students the way things are really done. Join me in the exciting journey.
Moving forward,

Jeff Roach
www.brooketraining.com

Wednesday, September 12, 2007

Industry Forecast

I just read some interesting transportation industry stats and forecasts that I thought you’d enjoy pondering. These figures came from the Midwest Transportation Consortium presenter Jay Thompson, president of Transportation Business Associates. Growth projection in our industry is 100% in the next 20 years. Great news but also a daunting future to manage so do all you can to be prepared.

Transportation Overview
• Overall market is about 20% of US economy
• Breakdown $$: Highway - 75%; Rail - 10%;
Water - 5%; Air - 5%; Pipeline - 3%
• Breakdown Tonnage: Rail - 35%; Highway -
30%; Pipeline - 20%; Water - 15%
• Growth projections very positive
--100% in next 20 yrs.
------------------------------------------------------------------------
What Will Drive Growth…
• Driven in part by commodities (food, manufacturing, housing…)
• Weakening dollar helps (exports…)
• Capacity is an on-going issue (revenue & customer focus)
• Logistics / JIT focus will continue
• Intermodal is a major growth area
• Functional integration is key (just like with IT)
------------------------------------------------------------------------
Top Transportation Issues
• Revenue (lanes, pricing, surcharge…)
• Productivity (biggest impact on profits) – 1 to 3+
• People (largest overall cost) – 30%
• Equipment (largest fixed cost) – 15%
• Fuel (largest operating cost) – 20% normalized
• Risk Mitigation (insurance, compliance…) – 10%
• Government (taxes, emissions, etc.) – implied ½
------------------------------------------------------------------------

Tomorrow I’ll share how successful companies will adjust and use cutting edge technology to profit in the future.

Moving forward,

Jeff Roach
www.brooketraining.com

Tuesday, September 11, 2007

How to fill your cup every day

It's 4am and I am going to go walk and workout. But before the sweat, I always try to read at least 30 minutes in the morning. I gain inspiration for the day, something to think about while I exercise. This morning I read from Bryan Flanagan's book Now go sell somebody something. Bryan is one of those guys who really could sell ice to an Eskimo...Pay attention to what Bryan says about LOVE in this excerpt from the book:

“You can fill your cup with all the good things that each sales day offers if you will just take the time to LEARN, LAUGH, and LOVE.

There is always something else to LEARN or to improve upon in the field of selling. Perhaps it’s how to listen more effectively, better manage or network. School is never out for pros!

LAUGHter is the shortest distance between two people. Find your laughing place. “What lies at the bottom of the ocean and twitches? A nervous wreck!” Don’t become one. Don’t take yourself too seriously.

LOVE may not make the world go round, but it does make the trip worthwhile! Love is the most talked about but least understood subject. Here are some absolutes you can count on: Love is patient and kind, love is not jealous, it does not brag, and it is not proud. Love patiently accepts all things. It always hopes and always remains strong.”

Everyone who attends my training course gets this book for free as a gift from me. I think it is the single most powerful tool to start your day off positive. I read from Bryan's book daily.
I also read the Bible and the newspaper daily so I can see what both sides are up to. Zig Ziglar gets credit for that one.. - how true.

Remember the three L's and everything will be fine.

Live
Laugh
Love

Fill your cup early and often and enjoy today. Live in the moment. Laugh at yourself , Love always...Until you learn to be happy today, you will never be happy tomorrow.
The cool thing about life is every day is really a clean slate - make today count. Do something for someone without anyone knowing about it. Be gracious and grateful.

Jeff Roach - President
Brooke Transportation Training Solutions
jroach@transportationtraining.com
www.transportationtraining.com
www.brooketraining.com
www.justintimefreight.com

Monday, September 10, 2007

An Empire of One

I found this insightful article on small biz trends. 70% are one man operations making them more nimble than a large corporation. Great inspiration for a moody Monday.

8 Small Business Trends for the 21st Century
From Darrell Zahorsky,
Your Guide to Small Business Information.
Stay up to date!

Running a small business requires a focus on the present daily operations. With time restraints looking ahead becomes difficult. However, in order to succeed you need to know what’s ahead to better plan and avert danger. The 21st century presents plenty of changes that will impact your small business in the future. Here are 8 small business trends for the 21st century:

The Small Business Revolution: The face of entrepreneurship is changing from the white middle-aged college educated male to a new class consisting of immigrants, women, baby boomers, and the younger digital generation. These groups are better prepared for success. Read more

Friday, September 7, 2007

Power Packed Words

Zig Ziglar is one of my mentors. His words helped me overcome many obstacles that had held me back. Here are a few of his quotes that stick in my mind and inspire me daily:

Remember that failure is an event not a person

You already have every characteristic necessary for success

Regardless of your past - your future is a clean slate

Do not be afraid of opposition. Remember, a kite rises against - not with the wind

Happiness is not something you find, but something you create

Others can stop you temporarily - you are the only one that can do it permanently

A sincere compliment is one of the most effective motivational methods in existence

To build a healthy self image - finish the job

Our daily objectives should include an honest effort to improve on yesterday




Jeff Roach - President
Brooke Transportation Training Solutions
jroach@transportationtraining.com
www.transportationtraining.com
www.brooketraining.com

Thursday, September 6, 2007

Real People Said These Things about us:

We had an awesome training class last week. Here’s what some of the graduates said about their week with us.

I’m very pleased. I can work from home doing what I enjoy doing and make decent money. The most important thing I learned is how to start and succeed by first “walking” as an agent and work up to “running” as a broker. Arcelia Madigan 8/07

I came in to training really negative. After day one I felt like I would be able to do anything and everything. I was inspired by all of the positive motivation not only in my business but also my personal life. Chrystie R Robinson 8/07

Toby Slough was a wonderful inspiration to me. Guest speakers are key. Brooke gets an A for speakers. I loved the way everyone was willing to give you contact info for if you ever need their help. Vinny told the whole class to call when discouraged. Chrystie R. Robinson 8/08

This class was fabulous, inspiring, wonderful. Taneka Newman 8/07

Great! Wealth of information. I recommend it. Sharonda McAlester 8/07

Thanks Brooke. Guest speakers were full of knowledge. I know I got my money’s worth. You accomplished something I didn’t think was possible. Jerry McAlester 8/07

Come join us for our September class. We have a blast, make new friends and learn a career where the sky is the limit.

Moving forward

Jeff Roach
www.brooketraining.com

Wednesday, September 5, 2007

Mission and Vision

Every day I remind myself of the mission and vision of our training group. Set a goal, focus on that goal and you will achieve that goal. These are not just words to me, they are a powerful challenge:

Our mission is to educate and motivate the Go Givers and the Go Getters.

Our Vision
We all have the same God Given right to success. We must put the past behind us and start fresh daily.

To help everyone realize that we are responsible for our future and to clearly understand we are the only ones who can use our abilities.

To help those who really need to work from home have a viable opportunity and to give them a map with clear directions. We believe the only true joy in life is in helping others. Not for the glory but because we all need help, grace and humility.

Moving Forward,

Jeff Roach - President
Brooke Transportation Training Solutions
jroach@transportationtraining.com
www.transportationtraining.com
www.brooketraining.com
www.justintimefreight.com

Tuesday, September 4, 2007

Customer Service due to extinction?

I have been having an issue with my media provider. I have been reminded that customer service may be going the way of the dinosaur. We are all so anxious to cut costs by automation that the personal touch has frozen over like the ice age. Hold on to the personal touch, service your customer and you will stand above the rest, rise to the top and sleep well at night.

I have to make a living. I’ve lost 20 hours of time trying to get a real person to figure out why my dish isn’t working. As my frustration has grown I’ve been learning how not to run my business. Trying to work with my satellite provider is like working with insurance companies - easy to talk to when I am forking over money and impossible to reach when I have an issue with the service I bought. You can't take the customer out of customer service. By trying to over automate customer service you’ll getting ten times more bad PR than your investment in automating the customer service. You will not make it - we are in the information age -but people do business with people not computers.

All I need is for a service manager to call me. I will pay my bills on time and will be a great customer but I refuse to spend any more of my time trying to reach someone who is supposedly offering me a service. I have lost 20 hours. I am a consultant that charges 300.00 an hour - do the math. It’s cost me 6k and I have not been able to watch one movie. All I have done is try to get someone to help me.

Thanks for letting me vent. I’m going to give extra personal service to everyone who calls me this week. Will you take the challenge too?


Moving forward.

Jeff

www.transportationtraining.com
www.brooketraining.com
www.justintimefreight.com