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