If you are a transportation business owner, you will have interaction with customers on a daily basis. In a limousine company, you will directly offer chauffeur services to your customers. You will be responsible for transporting the customer to and from a specific destination at the pre-arranged time. If you own a freight trucking business, you will be delivering goods and products to customers. You could be transporting a truck load of coal for a business or you could be delivering individual packages for a local company.
If you own a chartered bus company, you may be transporting numerous customers to specific events, school field trips, sports games, or even providing daily commuter transportation. If you own a fleet of emergency vehicles, you may be transporting an injured or ill person to the hospital or doctor. Emergency vehicles could include ambulances or emergency response SUVs.
In any of these scenarios, you will directly deal with customers. Because arriving at an arranged destination at a specific time is very important, tensions can run high when travel doesn’t go as smoothly. Perhaps the chartered bus hits rush hour and 40 football fans are late to a playoff game. Or, perhaps a truck breaks down and an entire load of computers do not arrive to the store in time for their black Friday sales. Chances are you will have a number of disgruntled customers.
There are two options to handle an upset customer. The first way is to shrug it off and consider it only one customer lost. However, as we all know, one customer lost usually can multiply into as many as 20 customers lost. That one dissatisfied customer will make it a point to share their horror story with as many people as possible. If their opinions are respected, chances are their friends, coworkers, or family members will heed their advice and avoid your company. Although option one may be “easier” simply ignoring the dissatisfied customer doesn’t necessarily solve your problems.
Option two involves you clearly understanding the issue, accepting responsibility, and offering a resolution. When the customer calls in to complain, take the time to listen and clearly understand exactly what happened.
It is then your responsibility to turn the dissatisfied customer into a loyal, lifelong customer. Yes, this can happen. First, accept responsibility. Don’t waste time blaming the truck driver or busy, suburban highways. Instead, acknowledge that you accept full responsibility for the goods not arriving on time. Many times, the customer just wants to hear a sincere apology.
However, don’t stop there. Although the customer may be complacent with the apology, if you want to continue their patronage, offer a refund or a specific discount on a future service. Consider offering a discounted service at a later date for a chance to redeem yourself and the company.
If you currently own a transportation business, chances are you’ve encountered upset customers. How did you handle the situation? If you felt losing that one customer wouldn’t affect your business, you were gravely wrong. However, if you clearly listened and offered a resolution to satisfy the customer, did they return? Remember, each and every customer can affect the overall reputation and financial success of your business.
If you are considering entering the transportation industry, be well aware that customer interaction is a vital aspect. Consider hiring an experienced broker that will not only provide you with pre-screened business ventures, but also offer years of experience in the transportation industry.
As a transportation business owner, you will be handling customers on a daily basis. When issues do arise, ensure that you are readily prepared to efficiently and effectively offer a resolution.