Losing a customer

Discussion in 'Freight Broker Forum' started by 6wheeler, Feb 13, 2015.

  1. 6wheeler

    6wheeler Road Train Member

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    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?
     
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  3. The Man said Ride

    The Man said Ride Bobtail Member

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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.
  4. BrokeringBad

    BrokeringBad Light Load Member

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    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.
  5. 6wheeler

    6wheeler Road Train Member

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    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.
     
  6. BrokeringBad

    BrokeringBad Light Load Member

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    There's not much you can do with undercutting, just try to be consistent with your offers.
     
  7. Powder Joints

    Powder Joints Subjective Prognosticator

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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.
  8. FLATBED

    FLATBED Road Train Member

    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 fast
     
    rank and barnmonkey Thank this.
  9. indspirit

    indspirit Light Load Member

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    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.
     
    Lite bug, true blue and rank Thank this.
  10. Powder Joints

    Powder Joints Subjective Prognosticator

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    This maybe truth when you think you know what your customer needs are. The true is it does not matter what we think it matters only what they think there needs are, if your guessing then yes your going to loose them.
     
  11. PLSbroker

    PLSbroker Bobtail Member

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    I have yet to lose a customer (only been a broker for 8 months) but if you have a decent relationship with your customer it should be salvageable. You've got to show them you're important. That you have value. What do you provide that Joe Schmoe broker can't? I have customers that ya my rates aren't always the lowest but they like me because I bust my butt and provide excellent service. I make them a priority where other brokers don't pay much attention to them. This won't work for every situation or customer but its a good place to start.
     
    true blue Thanks this.
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