On the consumer level, logistics companies are seen as couriers who deliver their most-awaited packages. But for business owners, the logistics industry is an extension of their service cycle. As such, logistics companies have a ton of responsibilities on their shoulders.
As a logistics company, what practical steps must be done to maximize your clientele’s satisfaction?
We can look into it in this manner. The primary goals of a logistics company can be broken down into three segments: warehousing, distribution, and transportation. For each goal, there must be actionable steps that your logistic company should do immediately. And if you are practicing it already, maybe it’s time for an upgrade.
Here are some of our tips. Let’s go!
Tip #1: Listen to Customers
We know this is the oldest trick in the book. But, that only goes to show how effective this one is. The question now is how to listen to them effectively, considering that logistics companies cater to two different sets of customers.
Client satisfaction surveys will never go out of style. You just need to upgrade the method to acquire them.
To effectively collect data through surveys, make sure that the survey form is accessible. Most survey data now are collected through the internet. On top of that, most of them are composed of 5-7 close-ended questions only.
Everyone wants it fast and instant nowadays, and you need to take advantage of that. Pose questions such as, “Which of our services are you most satisfied with?” and present them with choices. As much as you can, always provide choices to make the process easier for everyone.
Apart from surveys, make sure to keep your social media presence known. Be active on social media platforms.
Some might have hesitations thinking that logistics companies don’t need Facebook, Twitter, or Instagram pages. But, best believe, you do.
Having one is one of the easiest and most open forms of communication between your clients. It’s akin to practicing an open-door policy in your company.
You can easily look for customer feedback and provide them with easy solutions without them needing to go through customer reps. It’s a win-win situation for both sides.
Tip #2: Reduce Waiting Time
Time is an essential aspect of any logistics business. And in the entire process from pick up to delivery, there are several points where you can reduce waiting time.
First and foremost, ensure that your communication lines are always open and available. Establishing a comprehensive company website is essential in this day and age, regardless of what industry you belong in.
If you are yet to create one, tap the services of an established web design company. They will handle everything from inputting the essential details of your company down to the overall design of the site. Make sure to partner with a company that prioritizes web design and development.
Work hand-in-hand with these web design companies so that you’ll come up with a website that best caters and depicts your company’s needs and services.
This published website will then become the go-to portal of all your clients, new and recurring. With a few clicks, they can check out your services and rates. And if your site also comes with round-the-clock chatbots, then the website also becomes the easiest and most efficient way to reach you.
Aside from those mentioned above, the website will also serve as your company’s personal tracker. Instead of updating your clients manually about their shipment’s whereabouts, you can just update them through the site by sending them automated emails or chats. On the flip side, your customers can also use the site in the same manner.
Some logistics companies often disregard the importance of well-designed websites because the services offered are all “offline”, but most of the clients today are almost always “online”. There is a need to bridge this disconnect.
Tip #3: Understand and Deliver Customer Expectations
As much as goal-setting is fundamental for building businesses, expectations-setting also holds the same weight of importance. A large chunk of customer satisfaction relies on whether their expectations of your services are met or grossly missed.
Regular and properly-crafted surveys and social media presence can help with this tip as well. But, an even more practical method to achieve this goal is to set the expectations yourself proactively.
Say, for example, you are a logistics company that specializes in the transportation of goods. Even before a client can demand when they want their goods to arrive, make the first move. Tell them what is expected from your services.
Provide the details on how you carry out your services. Most importantly, uphold transparency when it comes to dates. When you can pick up orders, when you can deliver, and when you can drop them off. These details are essential for your customers and they should be held as your company’s top priority too.
Another method to meet your customers’ expectations is to do timely tool upgrades. Something as simple as bill printers can decrease your usual service time. Automatic tape machines also do the same. If you have the capacity to automate more than half of your process, then invest in it.
Tip #4: Research!
Lastly, research will always be your most valuable strategy. The demand in the logistics company started as seasonal, but that doesn’t seem to be the case now. To cope with this shift, full-blown market research is an effective tool to come up with solutions.
But, that’s not always the case. Sometimes, simple research, such as looking into new trends or new delivery technologies, can catalyze further improvement for your company.
Final Words
Even if logistics companies handle rough or brunt work every day, that doesn’t mean that you can forego other aspects of the company. Publishing company websites, social media profiles, and regular research should go together with the labor that gets done every day. These strategies keep your company running.
If you are yet to start these practices, make sure to conceptualize how you can effectively translate your offline presence to the online domain.
