“Do unto others as they would want done to them,” is the Platinum Rule shared by Dave Kerpen, New York Times best-selling author and founder and chairman of Likeable Local. The Platinum Rule is also the foundation of premier customer service. Assuming what the customer wants may lead to a successful professional relationship. However, it is far more beneficial to go to the source to understand why someone chooses to do business with you.
When discussing customer service expectations with England Logistics’ customers, our team discovered three common qualities customers appreciate in their account managers.
- Be a solutionist. The unexpected happens, but quickly communicating options and taking ownership prevents catastrophes. Customers are more likely to appreciate your diligence in solving the issue rather than pretending it doesn’t exist.
- Be genuine. Caring about the customer’s business needs will lead to long-lasting relationships. Show respect for your customers by doing your homework and understanding their strengths and weaknesses.
- Follow-up and follow through. Never leave any doubt on the status of your deal. There’s no such thing as over-communicating. Keeping a line of communication open consistently will help to avoid mistakes due to misunderstandings, and will show that you’re dedicated. Do what you say and say what you do.
Making customer service a top priority in the new year will strengthen relationships, grow businesses and create jobs. It all starts with picking up the phone and understanding what is important to your customer.
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The England Logistics Full Truckload division offers a range of services for companies of all sizes. Dedicated team members are available day and night to offer solutions and assistance with all logistical needs. Regardless of the transportation mode, our market and seasonal specialists provide flexible shipping solutions and are committed to help every step of the way.