Expert Tips for Customer Service in the Transportation and Logistics Industry

People frequently inquire about how we acquire and keep clients in the third-party logistics market (3PL). I believe the answer is straightforward: excellent customer service.

I get what you’re thinking: “That’s a touch too generic,” right? Not at all. Let me give you an example of how I describe excellent customer service:

1. Be prepared. In the transportation and logistics industry, great customer service means beating your customers to their own conclusions. You must communicate with your client before they speak with you, whether it’s a need, want, or complaint. Clients will appreciate you if you can predict their thoughts and sentiments and voice their issues before they do. As a result, they will have experienced excellent customer service.

2. Give thanks. Clients are the ones who pay your bills. They are giving you a portion of their hard-earned money every time they buy a product or service. Money is a representation of time and energy, which are the building blocks of life. They have the option of investing their money with a variety of companies, but they have chosen to do so with you. Take advantage of every opportunity to express your gratitude. Send a quick e-mail, leave a lovely message, take them out to dinner, or write a handwritten letter and include it in your company’s holiday greeting card. At least once every quarter, do something. Make your clientele aware of how much you value their business.

3. Make a work plan and stick to it. The majority of client dissatisfaction stems from unmet expectations. Make every effort to plan for every eventuality, convey your plan clearly, and then carry it through. When I initially started working in the logistics industry, I recall my company missing a tight window to pick up a package from a Las Vegas trade show. It was shoved aside. The client was enraged because the convention wanted to charge them four times as much to return it to them. Not only that, but we had lost a significant amount of trust with the client, which we had to work extremely hard to re-establish. You just cannot afford to let your clients down. Plan your effort, execute your strategy, and watch as your customers become brand advocates.

4. As much as possible, say “Yes” (but know ahead of time when you have to say “no”). Clients appreciate it when you say “yes” as often as feasible. You should do it as long as you can. A client will feel significant, respected, and well serviced if a specific request is fulfilled. Special requests should not be viewed as a negative; rather, they should be viewed as a big curveball to hit out of the park. When you do, your clients will adore you. On the other side, there are times when saying “no” is necessary. You should be prepared to explain yourself in those situations. The answer could be an upsell opportunity for you or a way to add value to your client’s experience. Client requests are never an issue for me. Problems come simply when you are unprepared. Never put yourself in the position of resenting your clients for saying “yes” when you should have said “no.” Rather, come up with a fair solution that you and your partner can agree on.

Although there are many fundamentals to providing excellent customer service, these are the top four that I frequently discuss in the workplace.

Without amazing consumers, we are nothing, and providing excellent customer service should be a no-brainer. We work in a field where client connections can be our most valuable competitive edge. We can’t afford not to prepare ahead, be appreciative, plan and execute our task, or go out of our way to please the client whenever possible.

Getting Creative With Advice

A Simple Plan: