“The service I am receiving now is fine.”
What is “fine”?
The price is fine? Cheap I bet, but what does the service cost you? That’s when I hear – “what?”
Here are some questions that are tough to answer.
1. Does your company lose sales because of the poor service that your trucking company provides?
2. How much time is spent dealing with Transportation problems?
3. How many people are involved when the product does not deliver on time?
4. Is your product the cheapest in the market? if not, why do you look for the cheapest carrier?
5. Do you drive the cheapest car you can find? then, why is your shipping cost the cheapest you can find, and don’t cry when things go wrong.
When buying anything, we all want value, we all compare the difference between various makes and models, and we select the one that best suits our needs. In Trucking, the larger the carrier, typically the poorer the service. (no confirmation calls, no delivery apt’s no pick up/delivery requirements…)
I was having lunch with a customer of mine the other day and he asked me how Sales were, and I replied, “They are a struggle, as everyone tells me that their service provider was doing a great job”, then I find out it is a large company and I know that this company has little, or NO customer service at all. Are all these people lying to me? of course not, but they have come to expect mediocrity.
Mediocrity is NOT acceptable, and customers should not settle for it. The cost of knowing where your product is, will not only be beneficial to you, but also to your customers. If they receive their orders from you when you promise, that will lead to more business, and that is the ultimate goal.
Next time a Sales person calls you, think about the service that you are receiving, and don’t accept mediocrity, demand more.