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 Prior to the 20th century, freight was generally transported overland via trains and railroads. During this time, trains were essential, and they were highly efficient at moving large amounts of freight. But, they could only deliver that freight to urban centers for distribution by horse-drawn transport. Though there were several trucks throughout this time, they were used more as space for advertising that for actual utility. At this time, the use of range for trucks was quite challenging. The use of electric engines, lack of paved rural roads, and small load capacities limited trucks to most short-haul urban routes.

Question In many countries, driving a truck requires a special driving license. The requirements and limitations vary with each different jurisdiction.

Question In 1999, The Simpsons episode Maximum Homerdrive aired. It featured Homer and Bart making a delivery for a truck driver named Red after he unexpectedly dies of 'food poisoning'.

Question Trucks of the era mostly used two-cylinder engines and had a carrying capacity of 1,500 to 2,000 kilograms (3,300 to 4,400 lb). In 1904, 700 heavy trucks were built in the United States, 1000 in 1907, 6000 in 1910, and 25000 in 1914. A Benz truck modified by Netphener company (1895)

Question Trucks and cars have much in common mechanically as well as ancestrally. One link between them is the steam-powered fardier Nicolas-Joseph Cugnot, who built it in 1769. Unfortunately for him, steam trucks were not really common until the mid 1800's. While looking at this practically, it would be much harder to have a steam truck. This is mostly due to the fact that the roads of the time were built for horse and carriages. Steam trucks were left to very short hauls, usually from a factory to the nearest railway station. In 1881, the first semi-trailer appeared, and it was in fact towed by a steam tractor manufactured by De Dion-Bouton. Steam-powered trucks were sold in France and in the United States, apparently until the eve of World War I. Also, at the beginning of World War II in the United Kingdom, they were known as 'steam wagons'.

Question During the latter part of the 20th century, we saw a decline of the trucking culture. Coinciding with this decline was a decline of the image of truck drivers, as they became negatively stigmatized. As a result of such negativity, it makes sense that truck drivers were frequently portrayed as the "bad guy(s)" in movies.

Question The interstate moving industry in the United States maintains regulation by the FMCSA, which is part of the USDOT. With only a small staff (fewer than 20 people) available to patrol hundreds of moving companies, enforcement is difficult. As a result of such a small staff, there are in many cases, no regulations that qualify moving companies as 'reliable'. Without this guarantee, it is difficult to a consumer to make a choice. Although, moving companies can provide and often display a DOT license.

Question A semi-trailer is almost exactly what it sounds like, it is a trailer without a front axle. Proportionally, its weight is supported by two factors. The weight falls upon a road tractor or by a detachable front axle assembly, known as a dolly. Generally, a semi-trailer is equipped with legs, known in the industry as "landing gear". This means it can be lowered to support it when it is uncoupled. In the United States, a trailer may not exceed a length of 57 ft (17.37 m) on interstate highways. However, it is possible to link two smaller trailers together to reach a length of 63 ft (19.20 m).

Question AMSA wanted to help consumers avoid untrustworthy or illegitimate movers. In January 2008, AMSA created the ProMover certification program for its members. As a member, you must have federal interstate operating authority. Members are also required to pass an annual criminal back check, be licensed by the FMCSA, and agree to abide by ethical standards. This would include honesty in advertising and in business transaction with customers. Each must also sign a contract committing to adhere to applicable Surface Transportation Board and FMCSA regulations. AMSA also takes into consideration and examines ownership. They are very strict, registration with state corporation commissions. This means that the mover must maintain at least a satisfactory rating with the Better Business Bureau (BBB). As one can imagine, those that pass are authorized to display the ProMove logo on the websites and in marketing materials. However, those that fail will be expelled from the program (and AMSA) if they cannot correct discrepancies during probation.

Question

In 1938, the now-eliminated Interstate Commerce Commission (ICC) enforced the first Hours of Service (HOS) rules. Drivers became limited to 12 hours of work within a 15-hour period. At this time, work included loading, unloading, driving, handling freight, preparing reports, preparing vehicles for service, or performing any other duty in relation to the transportation of passengers or property.
 
The ICC intended for the 3-hour difference between 12 hours of work and 15 hours on-duty to be used for meals and rest breaks. This meant that the weekly max was limited to 60 hours over 7 days (non-daily drivers), or 70 hours over 8 days (daily drivers). With these rules in place, it allowed 12 hours of work within a 15-hour period, 9 hours of rest, with 3 hours for breaks within a 24-hour day.

Question DOT officers of each state are generally in charge of the enforcement of the Hours of Service (HOS). These are sometimes checked when CMVs pass through weigh stations. Drivers found to be in violation of the HOS can be forced to stop driving for a certain period of time. This, in turn, may negatively affect the motor carrier's safety rating. Requests to change the HOS are a source of debate. Unfortunately, many surveys indicate drivers routinely get away with violating the HOS. Such facts have started yet another debate on whether motor carriers should be required to us EOBRs in their vehicles. Relying on paper-based log books does not always seem to enforce the HOS law put in place for the safety of everyone.

Question

The Federal Bridge Gross Weight Formula is a mathematical formula used in the United States to determine the appropriate gross weight for a long distance moving vehicle, based on the axle number and spacing. Enforced by the Department of Transportation upon long-haul truck drivers, it is used as a means of preventing heavy vehicles from damaging roads and bridges. This is especially in particular to the total weight of a loaded truck, whether being used for commercial moving services or for long distance moving services in general.
 
According to the Federal Bridge Gross Weight Formula, the total weight of a loaded truck (tractor and trailer, 5-axle rig) cannot exceed 80,000 lbs in the United States. Under ordinary circumstances, long-haul equipment trucks will weight about 15,000 kg (33,069 lbs). This leaves about 20,000 kg (44,092 lbs) of freight capacity. Likewise, a load is limited to the space available in the trailer, normally with dimensions of 48 ft (14.63 m) or 53 ft (16.15 m) long, 2.6 m (102.4 in) wide, 2.7 m (8 ft 10.3 in) high and 13 ft 6 in or 4.11 m high.

Question

Implemented in 2014, the National Registry, requires all Medical Examiners (ME) who conduct physical examinations and issue medical certifications for interstate CMV drivers to complete training on FMCSA’s physical qualification standards, must pass a certification test. This is to demonstrate competence through periodic training and testing. CMV drivers whose medical certifications expire must use MEs on the National Registry for their examinations.


FMCSA has reached its goal of at least 40,000 certified MEs signing onto the registry. All this means is that drivers or movers can now find certified medical examiners throughout the country who can perform their medical exam. FMCSA is preparing to issue a follow-on “National Registry 2” rule stating new requirements. In this case, MEs are to submit medical certificate information on a daily basis. These daily updates are sent to the FMCSA, which will then be sent to the states electronically. This process will dramatically decrease the chance of drivers falsifying medical cards.

Question With the onset of trucking culture, truck drivers often became portrayed as protagonists in popular media. Author Shane Hamilton, who wrote "Trucking Country: The Road to America's Wal-Mart Economy", focuses on truck driving. He explores the history of trucking and while connecting it development in the trucking industry. It is important to note, as Hamilton discusses the trucking industry and how it helps the so-called big-box stores dominate the U.S. marketplace. Hamilton certainly takes an interesting perspective historically speaking.

Question The Federal-Aid Highway Amendments of 1974 established a federal maximum gross vehicle weight of 80,000 pounds (36,000 kg). It also introduced a sliding scale of truck weight-to-length ratios based on the bridge formula. Although, they did not establish a federal minimum weight limit. By failing to establish a federal regulation, six contiguous in the Mississippi Valley rebelled. Becoming known as the "barrier state", they refused to increase their Interstate weight limits to 80,000 pounds. Due to this, the trucking industry faced a barrier to efficient cross-country interstate commerce.

Question Moving companies that operate within the borders of a particular state are usually regulated by the state DOT. Sometimes the public utility commission in that state will take care of it. This only applies to some of the U.S. states such as in California (California Public Utilities Commission) or Texas (Texas Department of Motor Vehicles. However, no matter what state you are in it is always best to make sure you are compliant with that state

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.