{"id":18860,"date":"2023-08-14T15:47:59","date_gmt":"2023-08-14T15:47:59","guid":{"rendered":"https:\/\/routingbox.com\/?p=18860"},"modified":"2023-08-14T15:49:11","modified_gmt":"2023-08-14T15:49:11","slug":"providing-an-excellent-customer-experience","status":"publish","type":"post","link":"https:\/\/project.hexondigital.com\/founder_soft\/providing-an-excellent-customer-experience\/","title":{"rendered":"Providing an Excellent Customer Experience"},"content":{"rendered":"\t\t
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Providing an Excellent Customer Experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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August 14, 2023<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Providing an excellent customer experience is vital to your business\u2019 success. You\u2019re more likely to retain current customers and gain new ones if you\u2019re ensuring your customer has an incredible experience from their very first interaction with your company. The question for many transporters is, \u201cHow can I possibly provide an excellent customer\u00a0experience\u00a0if I\u2019m struggling to get my drivers dispatched, or to send invoices, or to\u2026.\u201d it goes on and on.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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The good news is getting started on improving your customer experience is easy, and often, it\u2019s free. There are three major things to keep in mind when embarking on a journey to improve your customer experience:\u00a0<\/p>

Even if the customer isn\u2019t always right, they always come first<\/strong>\u00a0<\/p>

In service, you always hear about how, \u201cthe customer is always right.\u201d Since you work in service, you know that this isn\u2019t necessarily true. However, even if your customers aren\u2019t always right, they do always need to come first. This does not mean you should be ignoring your employees or their workload, but instead, you should be empowering your employees to work with a customer-first mindset.\u00a0This outlook allows your employees to prioritize the customer\u2019s experience over their own productivity.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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As the leader of your company, it is up to you to encourage your staff to have a customer-oriented mindset by developing one yourself and accepting that some tasks will be completed later on so that a customer can have a better experience. Would you rather have a customer waiting 20 minutes for their driver so that driver could complete some paperwork, or have that customer picked up on time because that driver feels comfortable filling out that paperwork when he or she has a break?\u00a0<\/p>

If an administrator is placing a higher value her own productivity, she may let a phone call go to voicemail so she can finish putting an invoice together. After she finishes getting that invoice together, she gets ready to send it out. Next thing she knows, an hour has gone by, and she has not listened to that customer\u2019s voicemail or returned their call. If you empower that administrator to have a customer-first mindset, she will answer that customer\u2019s call immediately and help get their trip scheduled. Now, that customer feels valued and is ready to have a great experience with your company. The invoice she was working on will still be completed, just a couple of minutes later.\u00a0\u00a0<\/p>

It is really that simple! An amazing first experience with your company will set customers up to be happier and more pleasant in every interaction with your company.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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ALL of your employees and staff are your customer experience team<\/strong>\u00a0<\/p>

It\u2019s not just up to drivers and administrators to think and work this way. Even if a member of your team won\u2019t be directly interacting with customers, chances are, their job will still affect your customers. Think about the team that services your vehicles, cleans your office space, etc. While it is likely these teams are committed to providing the best\u00a0service\u00a0to you and your company, they may not be thinking of your customers and their experience.\u00a0\u00a0<\/p>

Make sure when you\u2019re hiring members of these teams, you are instilling the customer-first mindset as well. Perhaps the team servicing your vehicles does a great job with keeping the vehicles running, but they need to make a larger effort to keep the inside of the vehicles comfortable for riders. By knowing your service team has a customer-first mindset, your drivers will be more comfortable asking them to take an extra couple of minutes to look at the heating or the upholstering on one of the seats.\u00a0<\/p>

Every person you hire will impact the customer\u2019s experience in one way or another, even if it isn\u2019t incredibly obvious. Empower them all to value the customer over their own productivity, and you will see a massive improvement in your customer\u2019s experience.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Getting organized is key<\/strong>\u00a0<\/p>

Being willing to let some tasks get done later than you\u2019d like is vital to empowering your employees to shift their focus to the customer. But at the end of the day, those tasks still need to get done. If you do not have your day to day operations organized, it is going to be hard to stay on top of everything.\u00a0<\/p>

It is possible to keep your company organized through platforms like Google Docs, Trello, Asana, and more, but there are several software solutions specifically made for transporters that can help you stay organized across your\u00a0company.\u00a0Transportation software is going to help you and your staff by:\u00a0<\/p>