Monday, November 16, 2015

Customers for Life

If you are new to freight brokering you are just starting to build relationships with customers.  A key to success is repeat customers.  Most shippers have routine, repetitive shipments that move around the country on a predictable schedule.   Your business will flourish when you build up some regular customers.  So how do you make lifetime customers?  Treat them the way you would like to be treated if the shoe was on the other foot, in other words treat them just like you would want to be treated.  And of course, don't treat them the way you would not like to be treated.

Good treatment includes honesty.  Be a freight broker of integrity.  Do what you say you will do, when you say you will do it.  Better yet, under promise and over deliver.  Always be truthful, even when it is tough.  If you lose a customer telling the truth, you still have a good conscious and all will shake out in the end.  When you mess up, admit it, apologize, make up for the mistake if possible, move on and focus on doing better the next time around.  Figure out what you could have done to avoid the mistake. 

Good treatment includes follow up.  After you have delivered a load for a client.  Check up with them.  Ask if they are satisfied.  Ask if you could have done something better.  Ask if you can help them in the future.  Don't be a pest but do let them know you want to do more work for them.

Good treatment means learning as much as you can about your customer's business.  When you know their business you can anticipate their needs.  You will have the knowledge to ask the right questions.  You will be able to talk their language.  If they are confidant you understand their needs they will be more likely to use your services.

Good treatment means being respectful of your customer's time and talents.  Think through what it would be like to do their job.  How can you help their job be easier?  Don't think of your job as selling your services.  Rather think of you job as helping your customer get their work done more efficiently by taking some of their burden. 

Think about the best relationships you have in life.  How have they developed into a lasting relationship?  Learn from what has helped in building solid relationships of all sorts in your life and apply those things to your business relationships.  Of course you must keep your business relationships professional.

Questions?  Give me a call  214-206-1169

Moving forward,

Jeff Roach

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