Truckers and Travelers

Hello, Fellow Truckers!  Yesterday I discussed the first three ways to improve your client base which were a)communicate regularly; b)resolve any problems promptly; and c)be honest with customers.  Let’s discuss ways 4, 5 and 6 to increase your trucking business by improving your client base.

4.  When an existing customer calls!  Think about my story of the the experience I had the the large chain electronic store (Part 1 of this blog).  How do you think my experience would have been if my problem had been handled with more care and better listening skills?  Even though I received what I complained about, I still left with a bad taste in my mouth and never wanting to patronize the place again.  When an existing customer calls you to discuss a problem or a need they have, make sure that the person taking the call or handling the issue in person is qualified to take care of the customer.  If they don’t have the knowledge to remedy the situation, have them take accurate notes of the conversation so the customer tells their story only once before they are phoned back and gets their situation resolved correctly and promptly.  The point here is listening accurately to your customer’s needs.

2.  Encourage referrals.  This is one of the best and easiest ways to increase your customer base.  Here are three ways to provide new “leads” fairly quickly.

a) Offer discounts for referrals.  Provide a spot on the back side of your business discounts and a place to put the name of the one doing the referring.  Make sure to provide a discount to the new customer as well. 

b) Include the type of rewards you give for any referrals in communication tools you use to promote your business.  Reward them when they take advantage of the referral system.

c) Develop a point system as a rewards program for referrals.  They get a certain discount for so many referrals, etc.  Always give the new customer the same rewards points for coming on board.

3. Use sponsorships and giveaways effectively.  When using sponsorships make sure you are clear about how your company will be promoted and to whom.  Also check the cost.  Sponsorships, although good to get your name into the community, are not cheap.  Make sure you have set aside advertising money for this. 

Besides pens, mugs water bottles, etc, think about giveaways with a bigger impact to your customer if they receive it.  T-shirts with your company logo are a good idea.  Keep within your budget but go for the gusto here.  These make a big impact on your customers and make them feel appreciated.

Remember, Fellow Truckers, you are not just a truck driver, you are a trucking business.  Run your company as if it were Microsoft or Harley Davidson.  Customer relations is your lifeline to success in the trucking industry.  Always give more than your customer expects and you will have their loyalty.  Be safe out there!