Every carrier knows that if they want to stay in business over the long haul, they need to make their customers a priority. However, making your customers a priority is more than just making sure deliveries arrive on time and in great condition. To provide the best customer service available, LTL carriers need to know their customers, and a few things every carrier should know include:
#1: Customers Read Reviews
The internet is riddled with poor reviews regarding LTL services, and potential customers do read them. Don’t let your company be a repeat offender. Sure, angry customers are more likely to post reviews, but regardless of all the positive business you have had, a large number of negative reviews will deter a large volume of business. Keep your image positive. Provide quick remedies and an apology, and keep your company’s name in good standing with your customer base. FreightorGator has launched just such a carrier review section that you can view all in one place here. Stay up to date on what customers are saying about your company and services, otherwise, you run the risk of not only losing a customer but alienating them to the point that they will influence other potential customers in the future.
#2: Customers Really Do Care about Their Goods
Customers care about their goods, and they expect you to as well. If they feel in any way, shape, or form that you don’t care, they will let you know about it and they will most likely take their business elsewhere.
#3: Customers Will Pay for Quality
Customers know that they get what they pay for in the LTL freight world. If you have a reputation for providing quality services, don’t be afraid to ask for the price you are worth. Higher prices equate to better technology, more efficient fleets, and stronger drivers; and customers know it. Just don’t charge high prices for low-quality services. Your customers will catch on and you’ll be out of business in no time.
#4: Customers Need Options
Many customers are trying to balance the demands of stocking a storefront and deliveries required by e-commerce. Because of these varying demands, customers need shipping and receiving options. If you can afford to do so, offer your customers a more customizable shipping experience. Offer 1 and 2-day deliveries, and consider incorporating moving or white glove courier services.
#5 Customers Have Options
You aren’t the only LTL carrier in the field, and customers know it. If your company begins to slack off, your customers will notice and will take their business elsewhere. It’s critical to keep this point top of mind when dealing with unhappy customers. As noted above, customers have more access than ever to direct carrier information and no longer have to make uninformed decisions when choosing a partner.
If you’re an LTL carrier, then customer satisfaction absolutely must be at the top of your service priorities. With emerging technologies and ongoing ease of access to information about carriers, customers are becoming more and more educated when choosing their shipping partners.