After working with several auto transport brokerages for the past few years, I have observed various different business models. Some companies seem to be ahead of the curve while others are merely trying to keep up. The key component of surviving in the %Link 1% industry is differentiating your business from your competitors.
If you were calling to get your vehicle transported, what type of person would you want to speak with? Obviously you want someone knowledgeable, trustworthy, and willing to help you when you need it. As an owner of a car shipping company, you need to constantly be training your salespeople and shopping them to make sure they are a good representation of your company. After all, a company is only as successful as its people! It is true that sales meetings are often a waste of time. Instead of holding routine boring sales meetings, do some one-on-one coaching with your employees. Put them on the spot! Ask them how they would handle specific situations. Chances are that if they have to sit and think for a minute about what to say, they probably are not building much confidence with their customers. Customers want to know that you deal with their situation all of the time and they have contacted the right person to get the job done!
In an online marketing business, such as an auto transport brokerage, perception is reality. Play the part of a cautious customer and try to dig up dirt on your own company. If you are finding negative Better Business Bureau ratings and poor customer reviews, so are your customers. The information age has made customers savvier than ever. Customers have access to information about your company that even you may not know about! Make sure that what they are finding portrays your company in a positive light. To do this, you may need to start contacting your customers and asking them to submit reviews. New customers may not take your word for it that you are a good customer, but they will surely listen to your past customers.
Lastly, call your company several times a day and try to reach different departments. Make sure that your employees are smiling when they pick up the phone and that it is answered in a timely manner. If a customer has to wait to receive a quote over the telephone, chances are they will not want to wait to find out the status of their order. Customer service has become a niche for companies that realize its importance and have embraced it. Of course you will always have the cheapskates that will always only settle on the lowest price they can find. However, if you remind your customers that they are shipping their vehicle, something that costs them thousands of dollars, and your company has a proven customer service record, customers will be giving you their orders.
It is easy to fall into a routine and let the everyday policies and procedures put your company on autopilot. However, if you don’t do something daily to move your company forward, your company will become stagnant. Successful car shipping companies are those that find innovative ways to deliver value and service their customers.
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