It's a Team's Life

Is Customer Service making a comeback

Examples:

Our daughter Brandy went to a shipping store with a box to be shipped back to Amazon. Hopefully you have never had to use Amazon customer service but if you have you know they have great customer service. Her luggage had a stain, she called Amazon and they issued a return label for the box. No arguing just good customer service. Next she went to a shipping store and being Brandy she forgot to print the label or to even tape up the box. The shipping store said "No Problem" use our computer to print the label. Next she was going to buy a roll of tape and the employee said do you need a roll of tape for your house? She said "No" and he said then don't worry about it I will get your box ready to ship. Brandy left as a loyal customer to this store and she has told others.

Another driver told me about need Wi-Fi and since his normal truck stop does not provide Wi-Fi for free he went across the street to the competing truck stop. While using Wi-Fi he also bought a meal. Is not providing free Wi-Fi worth losing a loyal customer?

A few years ago a car hit us as the driver tried to avoid the police and we had $27,000 dollars worth of damage done to our truck. Lucky for us I had switched to another insurance company and they provide customer service. When we first started trucking our truck was backing into and that insurance company just about would not give me the time of day so I switched. When I called our current insurance they made arraignments for the adjuster to meet us on a weekend. After the truck was in the shop they called to make sure everything was going smoothly. We were not near our truck and the adjuster checked on our trucks repairs and let us know how it was coming along. The check was mailed before the truck was completed and we were told if they find any more damage once they start the repairs we will issue another check. Talk about a relief and much needed support when our way of making a living was in a truck hospital.

Another customer service that is becoming more known is UBER cabs. Like it or hate it they provide customer service. When I flew to Washington DC I took two cabs and wondered if I was going to arrive alive at my hotel and then the office. Both drivers drove like maniacs, the car was beat up and the ride was rough as the cars needed to be in a junk pile. On my way back to the airport the company booked a UBER ride and what a shock, a beautiful car shows up, the driver gets out in a suit and tie, he loads my luggage, opens the door for me and I have a wonderful safe ride to the airport. Both cab drivers expected a big tip for their awful ride and they did not get out of the car to help me while the UBER driver told me to have a nice day.

Our GPS's were giving us fits and we found out the Dash Cam was interfering with them. When I talked to the company about this problem he had a solution that solved the problem. While talking to Don, at Diesel Boss he also gave me ideas on other ways to use our dash cam. This is the only place we will buy a dash cam or that we will recommend to other drivers.

Looking at our business we are constantly questioning, "Did we give our agent and their customer exceptional service?" Were we polite? Did we smile and greet the customer? When we secure their freight are they reassured that their product will arrive at their customer safe and sound? I feel that customer service is making a comeback and if a business wants my loyalty I am going to expect this out of them. We will continue to questions ourselves and to improve how we provide customer service. 

Bob & Linda Caffee
TeamCaffee
Saint Louis MO
Expediters since January 2005
[email protected]

Expediting isn't just trucking, it's a lifestyle;
Expediting isn't just a lifestyle, it's an adventure;
Expediting isn't just an adventure, it's a job;
Expediting isn't just a job, it's a business.