Logo
Logo

Increasing Customer Satisfaction:
Communication is Crucial For Your Company 


increasing customer satisfaction moving

  1. Communication With Customers is Suffering
  2. Expectations Start From Within
  3. Educating Employees to Create a Customer-Centric Company
  4. Don't Ignore Customer Complaints & Questions
  5. Proper Interactions Are Hugely Beneficial to Both You & The Customer
  6. Customer's Need to Be Heard & Valued 
  7. Establish & Practice Your Company's Values

1. Communication With Customers Is Suffering

Communication is developing at an alarming rate uniting people from all over the world. The problem with this is, communicating face to face or by phone is becoming a monumental disaster as people lose their 'people skills' for lack of a better phrase. The future of correspondence is rapidly becoming embedded by means of social media. Generationally, times have changed, especially with the Millennial generation. This is one factor in the moving industry that is difficult, but customer service and the value of it seems to have been lost in many companies today.

Consistent customer service from beginning to end, from every employee, should be established throughout any professional moving company. All employees are a reflection of your company values, ethics, and service. Effective and consistent communication will increase your profit and promote a customer centric environment. In addition, it's important to take customers feedback, regardless if negative. Every interaction is an opportunity to communicate with the customer in order to establish trust. These are some way in which you can improve communication and consequently, customer satisfaction as well. 

2. Expectations Start From Within

Developing a stronger cultivation of customer satisfaction is fundamentally rooted in a lack of communication or a miscommunication of the entire moving process. From attaining an estimate to the delivery of one's belongings, a customer's experience should be consistent from beginning to end. To become or remain a reputable company then you should first address this issue with your employees to create an overall and corresponding understanding of customer communication.

Customer's no longer call for customer service, they expect you to call them with details, updates, and any additional fees. It's critical for any business to be synonymous in their understanding of customer's and their needs. This includes addressing and distinguishing guidelines to foster communicative goals that, with effective leadership, will allow your employees to feel confident.

3. Educating Employees to Create a Customer Centric Company

If you're a business that's suffering from lack of customer satisfaction, it's important for all employees to understand and resolve customer issues. If you are a business owner or you plan on starting your own moving company, it starts with management taking accountability. Be aware of the way you and your employees interact with customers and try to make an objective assessment of their characteristic traits with customers while also finding areas of improvement to achieve successful communication. Understanding where lack of communication is coming from will give you insight to the behaviors you want to promote. As a leader, it is your job to establish expectations in regards to communicating with customers. It is your job to provide them with the tools they need to be successful. It is important to remember that although you are familiar with this industry, customer's are not and they need guidance in understanding paperwork and terms that are commonly used

4. Don't Ignore Customer's Complaints & Questions

Unfortunately, customers are much more likely to publicly share a negative experience these days. Although many businesses like to treat dissatisfied customers as a problem, they should take advantage of this experience and develop it into a potential relationship. Many times customers wait until they are extremely angry to call in and speak with anyone to help fix the issue. The saying 'killing them with kindness' is exactly what companies should be aiming at, whereas many customers have been complaining that their moving companies won't even take their calls. This is the exact opposite of how to properly come to a solution. Let the customer communicate their frustrations and needs and offer any type of resolution that they see fit and is legal, of course. Many customers calling in simply need advice on what to do with their moving company as well, which is the perfect time to a lasting relationship. Your staff should be able to answer questions as well.

5. Positive Interactions Are Hugely Beneficial to Both You & The Customer

To break this down, in order for the customer to feel heard, you need to do just that, listen! Many times customers just want someone to accept their frustrations, but before jumping to a solution, let them speak. The way in which you communicate with the customer should never be defensive, this only escalates whatever the problem is to another level. Take advantage of every dissatisfied customer by addressing them or any questions they might have. This means either by phone, email or on social media. The longer you wait to reach out to a customer, the more likely they are to associate your company with a bad experience, potentially resulting in negative reviews. In addition, it can be helpful in understanding any errors, miscommunications, or by giving you some insight on any technical or internal issues your company may be having.

6. Customer's Need to Be Heard & Valued 

We are all people and sometimes people make mistakes. In the moving industry sometimes things get broken, lost, or damaged. All problems can't be solved, but how far you go to communicate and accommodate their inconvenience can make a monumental difference in changing a customer's view of your company. The goal should be to go beyond the customer's expectations, which again, is rooted in the fundamental issue of communication. Taking extra customer feels heard, respected and in control. This will make them feel justified, understood, and above all, valued.

Without special attention, issues will define a customer's experience that they are likely to publicly display. The value of employee empathy is clearly defined through their tone and rhetoric. How businesses handle such factors will determine the impact of your business, the customer's experience, and distinguish you from the competition. Building a relationship founded on trust can improve customer experience and the likelihood of them writing a nice review. Listening to feedback should be seen as an opportunity.

7. Establish & Practice Your Company Values

An important theme here is that through consistent communication and quality service your business will thrive. However, the key here is to be committed to bridging the gap between movers and customers. Although many brag about their exceptional service, many times it can be all talk and no show. This is a longstanding commitment to the improvement of communication and customer service. Listening to your customers, preparing your employees, maintaining communication, and appeasing unhappy customers will no doubt advantageous to your business financially. Make your moving company stand out from the crowd by cultivating a customer-centric approach. Developing moving software can also be a helpful tool to stay in touch.

There are currently no comments

Add Comment

required

required (not published)

optional

Did You Know

Question Receiving nation attention during the 1960's and 70's, songs and movies about truck driving were major hits. Finding solidarity, truck drivers participated in widespread strikes. Truck drivers from all over opposed the rising cost of fuel. Not to mention this is during the energy crises of 1873 and 1979. In 1980 the Motor Carrier Act drastically deregulated the trucking industry. Since then trucking has come to dominate the freight industry in the latter part of the 20th century. This coincided with what are now known as 'big-box' stores such as Target or Wal-Mart.

Question In 1976, the number one hit on the Billboard chart was "Convoy," a novelty song by C.W. McCall about a convoy of truck drivers evading speed traps and toll booths across America. The song inspired the 1978 action film Convoy directed by Sam Peckinpah. After the film's release, thousands of independent truck drivers went on strike and participated in violent protests during the 1979 energy crisis (although similar strikes had occurred during the 1973 energy crisis).

Question In 2009, the book 'Trucking Country: The Road to America's Walmart Economy' debuted, written by author Shane Hamilton. This novel explores the interesting history of trucking and connects certain developments. Particularly how such development in the trucking industry have helped the so-called big-box stored. Examples of these would include Walmart or Target, they dominate the retail sector of the U.S. economy. Yet, Hamilton connects historical and present-day evidence that connects such correlations.

Question Another film released in 1975, White Line Fever, also involved truck drivers. It tells the story of a Vietnam War veteran who returns home to take over his father's trucking business. But, he soon finds that corrupt shippers are trying to force him to carry illegal contraband. While endorsing another negative connotation towards the trucking industry, it does portray truck drivers with a certain wanderlust.

Question In 1971, author and director Steven Spielberg, debuted his first feature length film. His made-for-tv film, Duel, portrayed a truck driver as an anonymous stalker. Apparently there seems to be a trend in the 70's to negatively stigmatize truck drivers.

Question In the United States, the Commercial Motor Vehicle Safety Act of 1986 established minimum requirements that must be met when a state issues a commercial driver's license CDL. It specifies the following types of license: - Class A CDL drivers. Drive vehicles weighing 26,001 pounds or greater, or any combination of vehicles weighing 26,001 pounds or greater when towing a trailer weighing more than 10,000 pounds. Transports quantities of hazardous materials that require warning placards under Department of Public Safety regulations. - Class A Driver License permits. Is a step in preparation for Class A drivers to become a Commercial Driver. - Class B CDL driver. Class B is designed to transport 16 or more passengers (including driver) or more than 8 passengers (including the driver) for compensation. This includes, but is not limited to, tow trucks, tractor trailers, and buses.

Question As of January 1, 2000, the Federal Motor Carrier Safety Administration (FMCSA) was established as its own separate administration within the U.S. Department of Transportation. This came about under the "Motor Carrier Safety Improvement Act of 1999". The FMCSA is based in Washington, D.C., employing more than 1,000 people throughout all 50 States, including in the District of Columbia. Their staff dedicates themselves to the improvement of safety among commercial motor vehicles (CMV) and to saving lives.

Question Advocation for better transportation began historically in the late 1870s of the United States. This is when the Good Roads Movement first occurred, lasting all the way throughout the 1920s. Bicyclist leaders advocated for improved roads. Their acts led to the turning of local agitation into the national political movement it became.

Question The term "lorry" has an ambiguous origin, but it is likely that its roots were in the rail transport industry. This is where the word is known to have been used in 1838 to refer to a type of truck (a freight car as in British usage) specifically a large flat wagon. It may derive from the verb lurry, which means to pull or tug, of uncertain origin. It's expanded meaning was much more exciting as "self-propelled vehicle for carrying goods", and has been in usage since 1911. Previously, unbeknownst to most, the word "lorry" was used for a fashion of big horse-drawn goods wagon.

Question

The FMCSA has established rules to maintain and regulate the safety of the trucking industry. According to FMCSA rules, driving a goods-carrying CMV more than 11 hours or to drive after having been on duty for 14 hours, is illegal. Due to such heavy driving, they need a break to complete other tasks such as loading and unloading cargo, stopping for gas and other required vehicle inspections, as well as non-working duties such as meal and rest breaks. The 3-hour difference between the 11-hour driving limit and 14 hour on-duty limit gives drivers time to take care of such duties. In addition, after completing an 11 to 14 hour on duty period, the driver much be allowed 10 hours off-duty.

Question The USDOT (USDOT or DOT) is considered a federal Cabinet department within the U.S. government. Clearly, this department concerns itself with all aspects of transportation with safety as a focal point. The DOT was officially established by an act of Congress on October 15, 1966, beginning its operation on April 1, 1967. Superior to the DOT, the United States Secretary of Transportation governs the department. The mission of the DOT is to "Serve the United States by ensuring a fast, safe, efficient, accessible, and convenient transportation system that meets our vital national interests and enhances the quality of life for the American people, today and into the future." Essentially this states how important it is to improve all types of transportation as a way to enhance both safety and life in general etc. It is important to note that the DOT is not in place to hurt businesses, but to improve our "vital national interests" and our "quality of life". The transportation networks are in definite need of such fundamental attention. Federal departments such as the USDOT are key to this industry by creating and enforcing regulations with intentions to increase the efficiency and safety of transportation. 

Question In 1984 the animated TV series The Transformers told the story of a group of extraterrestrial humanoid robots. However, it just so happens that they disguise themselves as automobiles. Their leader of the Autobots clan, Optimus Prime, is depicted as an awesome semi-truck.

Question The American Association of State Highway and Transportation Officials (AASHTO) conducted a series of tests. These tests were extensive field tests of roads and bridges to assess damages to the pavement. In particular they wanted to know how traffic contributes to the deterioration of pavement materials. These tests essentially led to the 1964 recommendation by AASHTO to Congress. The recommendation determined the gross weight limit for trucks to be determined by a bridge formula table. This includes table based on axle lengths, instead of a state upper limit. By the time 1970 came around, there were over 18 million truck on America's roads.

Question

The term 'trailer' is commonly used interchangeably with that of a travel trailer or mobile home. There are varieties of trailers and manufactures housing designed for human habitation. Such origins can be found historically with utility trailers built in a similar fashion to horse-drawn wagons. A trailer park is an area where mobile homes are designated for people to live in.
 
In the United States, trailers ranging in size from single-axle dollies to 6-axle, 13 ft 6 in (4,115 mm) high, 53 ft (16,154 mm) in long semi-trailers is common. Although, when towed as part of a tractor-trailer or "18-wheeler", carries a large percentage of the freight. Specifically, the freight that travels over land in North America.

Question Driver's licensing has coincided throughout the European Union in order to for the complex rules to all member states. Driving a vehicle weighing more than 7.5 tons (16,535 lb) for commercial purposes requires a certain license. This specialist licence type varies depending on the use of the vehicle and number of seat. Licences first acquired after 1997, the weight was reduced to 3,500 kilograms (7,716 lb), not including trailers.

Question Words have always had a different meaning or have been used interchangeably with others across all cultures. In the United States, Canada, and the Philippines the word "truck" is mostly reserved for larger vehicles. Although in Australia, New Zealand, and South Africa, the word "truck" is generally reserved for large vehicles. In Australia and New Zealand, a pickup truck is usually called a ute, short for "utility". While over in South Africa it is called a bakkie (Afrikaans: "small open container"). The United Kingdom, India, Malaysia, Singapore, Ireland, and Hong Kong use the "lorry" instead of truck, but only for medium and heavy types.

Question With the ending of World War I, several developments were made to enhance trucks. Such an example would be by putting pneumatic tires replaced the previously common full rubber versions. These advancements continued, including electric starters, power brakes, 4, 6, and 8 cylinder engines. Closed cabs and electric lighting followed. The modern semi-trailer truck also debuted. Additionally, touring car builders such as Ford and Renault entered the heavy truck market.

Question Known as a truck in the U.S., Canada, Australia, New Zealand, Puerto Rico, it is essentially a motor vehicle designed to transport cargo. Otherwise known as a lorry in the United Kingdom, Ireland, South Africa, and Indian Subcontinent. Trucks vary not only in their types, but also in size, power, and configuration, the smallest being mechanically like an automobile. Commercial trucks may be very large and powerful, configured to mount specialized equipment. These are necessary in the case of fire trucks, concrete mixers, and suction excavators etc.

Question The Department of Transportation (DOT) is the most common government agency that is devoted to transportation in the United States. The DOT is the largest United States agency with the sole purpose of overseeing interstate travel and issue's USDOT Number filing to new carriers. The U.S., Canadian provinces, and many other local agencies have a similar organization in place. This way they can provide enforcement through DOT officers within their respective jurisdictions.