Increasing Customer Satisfaction%3A Communication is Crucial For Your Company

Increasing Customer Satisfaction

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.

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A commercial driver's license (CDL) is a driver's license required to operate large or heavy vehicles.

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

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.

In 1978 Sylvester Stallone starred in the film "F.I.S.T.". The story is loosely based on the 'Teamsters Union'. This union is a labor union which includes truck drivers as well as its then president, Jimmy Hoffa.

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.

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As the American Interstate Highway System began to expand in the 1950's, the trucking industry began to take over a large market share. That is, a large share of the transportation of goods throughout the country. Before this era, trains had been relied on to transport the bulk of the goods cross country or state to state. The Interstate Highway System was influential as it allows for merchandise to travel door to door with ease. Since then, truckload carriers have taken advantage of the interstate system, especially when performing a long distance move. Typically, they bring the merchandise from one distribution center of the country to another part of the country. The increase in truckload freight transportation has reduced the time it takes to transport the goods. Whether the freight was manufactured or produced for the different areas internationally, the time it takes to transport goods has decreased dramatically.  

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The American Moving & Storage Association (AMSA) is a non-profit trade association. AMSA represents members of the professional moving industry primarily based in the United States. The association consists of approximately 4,000 members. They consist of van lines, their agents, independent movers, forwarders, and industry suppliers. However, AMSA does not represent the self-storage industry.

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