Brokers, how do you deal with your customers that want to drop you? It seems sometimes so hard to get your foot in the door with a company, and you have all of the other brokers out here trying to beat you, so what do you do with unhappy customers?
Losing a customer
Discussion in 'Freight Broker Forum' started by 6wheeler, Feb 13, 2015.
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I'm not a broker but I've lost customers before.Its part of the game.Try to find what you did wrong and move on.
pattyj Thanks this. -
It really depends on what went wrong and how badly they think you did. Sometimes, customers drop and there's not much you can do. We've all seen the guy who gets mad in public at some retailer and says "They're never shop here again". Sometimes its true, and other times, you'll see him back in the store the next week.
rank Thanks this. -
Like sometimes things come up out of your control, and you try to fix it even though its not your fault, but other times your competition is out undercutting your rates.
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There's not much you can do with undercutting, just try to be consistent with your offers.
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Very few customers are lost for rate issues, some but not many. You need to be intouch with your customers before there is a problem. You neeed to find out if you are meeting there needs, before it is a issue.
FLATBED Thanks this. -
You need to keep in contact with your customers and not just the guy running the loading dock but the ones who do the deciding.Ensure them they have an open line of communications and that you will respond to / act on their concerns before it gets to the point you lose them.
Too many think they have a customer for life and lose them for a minor problem that could be resolved fastrank and barnmonkey Thank this. -
The only guarantee in this industry is that your customers will eventually leave you. It's just part of the industry. The only thing that you can do is constantly build your contact list and communicate with them weekly. The more contacts you have the more loads you will have and when a customer leaves there is another one to take their place.
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true blue Thanks this.
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