Losing a customer

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

  1. carmensandieGObroker

    carmensandieGObroker Bobtail Member

    6
    1
    Mar 9, 2015
    0
    First of all...prevention of losing a customer..

    Lets start here. the WORST thing for customers to deal with (we have a produce division as well and they are very specific on how they want us to operate) is BAD COMMUNICATION. That's shooting yourself in the foot. EVEN if you don't have good news, you need to keep them in the loop. Right away. most of the time they will respect you for it. Also send updates! Youd be surprised how many companies do not send formal updates. Maybe they provide them verbally or with just a one liner email (that's ok if you have that kind of relationship) but a formal update will only make them feel more secure and taken care of.

    Once you are already in the situation explain to your customer in the ways you are improving. try to make a deal with them in order to get their business back. Take a PERSONAL visit. This will help more than you know if you are able to...
     
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  3. rank

    rank Road Train Member

    9,918
    113,501
    Feb 11, 2010
    50 miles north of Rochester, NY
    0
    If you do this hopefully when they say they are dropping you, you'll be better off. When they call back it's Wham! Free rate increase.
     
  4. niceguy01

    niceguy01 Bobtail Member

    5
    1
    Apr 9, 2015
    0
    Always ask for feedback, call them once a week see if there is anything you can improve. Always make sure they are happy, if you keep making mistakes that are preventable well then its time for some self reflection or move on. Keep calling the transportation industry is worth like $1 trillion, I am sure you can find someone just as good or better.
     
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