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Fuel for Thought

There Is NO Excuse For Poor Customer Service

By Greg Huggins
Posted Oct 18th 2020 9:20AM

It always amazes me when I see a business owner providing poor customer service. It is a universal truth that without customers, businesses cannot survive. Every business, regardless of what product they sell or service they provide, must have customers to survive and thrive. 

If you sell a product, it should be backed by the promise of the owner to meet the advertised product claims. When products are found to be inferior or defective, the seller should replace the product to the customer’s satisfaction. 

If you sell a service, such as trucking, you are the product. You may leave a customer with the products they needed to be delivered, so the quality of the products (the load) is not your concern unless it was damaged in transit. Your role is to provide a service - load at Point A and deliver to Point B. As long as the load was safely and securely delivered to the customer, what else could they care about? Why would they want to call you again? How do differentiate your business from all those others that also own and operate trucks? 

There is a lot of competition to take loads from Point A to Point B. 

Remember, you provide a service. It should be a pleasant experience for the customer. It should be a professional experience for the customer. It should be an experience for the customer that makes them want to call for your services again in the future. 

Think about it from the customer perspective. What do they see? What do they hear? What do they expect? 

If you hired a lawn service and the guy showed up and swore about the difficulty of your yard, complained and cursed about what you asked him to do and had no respect for your property, would you want him back again? Probably not. You would want someone who appreciates your choice to hire his business, cares about the level of service he provides, does a good job and respects your property.

When all you are selling is a service, aptitude and attitude can make all the difference. How you speak with your customers can be equally as important as getting the job done correctly. It does not matter what language it is, speak as a professional and treat your customer the way you would like to be treated if you were the customer. 

There is NO excuse for poor customer service.

See you down the road,