Communicating with Your Customers

Many things can go wrong in the day-to-day life of a freight broker. Loads can get lost, freight can be damaged, drivers or shippers can be late to a pickup or a delivery. There are a lot of factors that are out of your control. So, how do you keep your customer happy when there are so many wild cards? 

As a freight broker, the only thing you have 100% control over is how you communicate with your customers. Whether things are going good or bad, quality communication is the secret ingredient to growing a successful freight brokerage. If you are always honest with your customer and keep them updated on what’s happening, they will grow to respect you and trust you. 

Here are some additional tips for successful communication with your customers:

• Listen more than you talk. Always be sure to listen actively to what your customer has to say. 

• Don’t be afraid of pauses in the conversation. If you are thinking of what you are going to say next while your customer is talking, you may not fully digest what they said. Take the time to process and think before you speak. 

• Recognize and respect emotions. When a problem arises, your customer may have an emotional reaction. Whether they are slightly frustrated, panicked or infuriated, make sure you acknowledge how they feel in addition to solving the problem. In other words, be empathetic. 

• Keep them informed as often and as accurately as possible. If you are having trouble solving a problem, let them know. If you are busy and can’t deal with them until later in the day, let them know. Whatever the circumstances may be, always be honest and upfront with your customer.

If you have questions about effective customer communication or anything else industry-related, I'd be happy to help. Give me a call anytime on my cell at (817)-897-0681. 

Moving forward,

Jeff Roach
214-206-1169
www.brooketraining.com

Train to be a Freight Broker Now for only $99 Down!

We are thrilled to announce that we are now offering 100% financing for our online course. You can enroll today for only $99 down. If you are interested in becoming a freight broker, this is the perfect opportunity to get started. What could be better than learning a new exciting career from the comfort of your home?

Here’s what you’ll learn: 

• How to build, open and operate a successful freight brokerage or freight broker agency
• Licensing and regulations
• Operations and ratings
• Sales and marketing
• Back office details 
• Necessary skills, materials, and resources to reference as you build your business

Upon graduation, you’ll also have the ability to attend our Job Opportunity and Resource Friday, where you will meet freight brokerage recruiters and industry professionals, and discuss agent positions. Whether you intend on becoming an independent broker or working as an agent, you’ll be inspired, meet potential employers, and network with complementary businesses.

Zig Ziglar said, “You can have everything in life you want, if you will just help other people get what they want.” We believe this is the key to success. That’s why we strive to help all our graduates find success and continue to support and mentor them even after they complete our course. 

If you’re interested in this opportunity, contact Ricky Ortega at (951) 972-3654. 

Moving forward,

Jeff Roach

214-206-1169

www.brooketraining.com

Know Your Customers

The best way to be responsive to your customers is to know them.  As you work with a shipper you get to know the way they go about business.  You can then anticipate when they need your assistance in shipping.   You will know their busy season and when they slow down.  You can then gear up ahead of time knowing you will be working hard that season.  You can also hopefully enjoy the break when things are slow. 

The freight broker should act as an extension of a customer's shipping department.  As you work with a customer over time, trust should develop and grow.  Trust is critical in building a long history with a client.  Prices can be negotiated but trust cannot.  Once a trust is broken it is almost impossible to rebuild that relationship, in business as in life.

Learn about a customer's business.  The more knowledgeable you are about what they do the more you will have to discuss with them when you interact.  That knowledge will help you know how to best meet their shipping needs.

Some customers may become friends, fishing or golfing buddies.  Over time I have become true friends with some of my customers.

It is a great time to be in the transportation industry.  It is a great time to start building relationships.

Moving forward,

Jeff Roach
214-206-1169
www.brooketraining.com

Congrats on Starting Exciting New Careers!

We had another successful class this month full of motivated and hard-working individuals. With the help of our expert instructors, they are now ready to take on their exciting new careers as freight brokers! They described the course valuable, motivating, encouraging, and informative. They also acknowledged the valuable contacts they received for potential employment. Read their full testimonials here:

“Overall experience was great. Instructor was very patient and went through the material

thoroughly....Fundamental concepts of becoming a Broker and/or agent was very clear. Instructor's knowledge and experience was concise to the material at hand.”  

- B. Molina

“I've learned very valuable information from class such as how a broker and agent work and what makes them different. How to get customers knocking on doors, making calls, going to events.... Learning about different equipments and insurances they must have etc.”   

“Instructor shows a lot of enthusiasm/passion about his job, gets me motivated into reaching for my goals in this industry. Great advisor & Instructor! Can't wait to get out...in this industry!” 

- S. Johnson 

“I was very pleased taking this course. I felt motivated and encouraged. The instructor was very knowledgeable. The material is very helpful and understandable.  Thank-you Brooke!” 

- M. Panchame

“The training was very informative and provided a lot of insight on logistics. There was also a lot of contacts given for potential employment.” 

- Alexis Khamphavong 

“My week of the training course was very informative. I really like the way the school used different individuals to bring out and focus on what is needed to get started as well as succeed in this business.” 

- Bee Khamphavong

“Coming into this I had absolutely no knowledge of the freight broker business. With the help of Drake Sliver and Tish Cozine, I now understand the basics. Both instructors were very knowledgeable and had no problem going into depth. I would recommend this course to anyone interested in the freight broker industry. Thanks guys!” 

- Javaria Owens 

Have you ever considered starting a career as a freight broker? Join us at one of our upcoming live classes or take our online course from the comfort of your home. Feel free to call me today if you have any questions or would like to discuss your future (214) 206-1169

Moving Forward,

Jeff Roach

www.brooketraining.com