Friday, March 17, 2017

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

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