Written by Bella I.
Often times, despite our efforts to retain our highly valued customers, some choose to go elsewhere to fulfill their professional needs. A customer is indefinitely important to the value of a business, and particularly within the logistics industry, winning back a customer becomes critical. The primary issue companies face is the lack of understanding behind the customer’s reasoning for leaving. Surely, no business or company is perfect, but it becomes essential to understand WHY a customer is choosing to no longer do business with you. Without appropriate understanding, the proper adjustments cannot be made, which in turn inhibits long term growth potential and opportunity.
The most pivotal argument for why we should put significant efforts into winning back a customer is founded upon the concept of customer retention; retaining a customer, and even winning them back is undoubtedly more cost effective when compared to trying to win a new customer. Taking the time to analyze the lost customer, what needs of theirs are not met, and how you can actively address them will give the customer a newfound appreciation for your business and the work that you do.
Some customers can make a quick turnaround, while other customers will take time. Regardless, accept the blame, and don’t be afraid to ask for help from a manager or person with more authority. A customer is more important than your ego. Be sure to be kind, generous and understanding; provide them with options and understand what it would take from YOU for the customer to return.
After asking what the customer needs, you should explicitly describe the changes you will make, and how these changes will benefit the customer, per their pains with your existing service. Do not resort to begging or pleading; rather be confident in that which you say and speak from the heart. If you truly are sorry the customer did not have a purely positive experience, and you want to mediate the situation, your genuine character will be significantly more appealing than unfulfilled promises.
Remember to be patient. Some customers may take more time than others; some wounds heal slow. Ultimately, if you remain courteous, and they still do not wish to return, be understanding and sincere. You must be respectful of their decision and their choice but keep in touch on occasion and reach out accordingly.
If (and when) the customer does return, avoid a “know it all” attitude, which can merely steer the customer in the opposite direction. Rather, make it easy for them to come back, and try to prevent them from feeling uncomfortable or awkward throughout the whole situation. Finally, when you do win them back, work hard day in and day out to continue winning them back with every phone call, conversation, and business deal.
Written by Bella I.
Customers are the backbone to most businesses. However, every single day in every business in America, customers are walking away. Companies spend a lot of time and money securing new customers but not as much effort is spent on retaining them. Keeping a customer needs to be a team effort with a great focus on customer service.
Wikipedia defines customer service as, “... the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest"’ (Wikipedia). Customers want to be listened to and have a deep-rooted desire to be understood and accommodated, making customer service undeniably important. Throughout the interaction, customers gain information on the company’s mission, values, brand, etc. and informative customer service reflects positively on the company in the long run.
Customer service is a major means of retaining existing customers. When considering the cost of customer acquisition, retaining an existing customer through stellar customer service is significantly more cost-effective; particularly in the logistics industry where maintenance of long-term relationships can be critical to ensuring positive profit margins over long periods of time. Additionally, customer service allows for new opportunities for growth in the form of referrals.
So how does a company ensure they have stellar customer service? Patience, empathy, adaptability, and consistency are undeniably important in the execution and maintenance of good customer service. Individuals must be able to make judgement calls on the correct way to respond to situations, rather than sticking to a plan and refusing to stray. At the end of the day, you are serving your customers, and every action is a direct representation of the company which you work for; being personal, available at your customer’s convenience, being engaged in every conversation, and allowing for both positive and negative feedback are just several ways to take steps towards improving your customer service.
Individuals who work in sales and customer service must ultimately be able to maintain positive attitudes, be understanding and adaptive to changes in customer needs and desires in order to minimize costs, ensure profitable margins, and retain existing customers. Good customer service is often times overlooked, but is becoming increasingly important in the logistics industry as an indicator of a company’s professionalism, brand, mission, and identity.
Written by Bella I.
With the transportation industry rapidly growing, careers in logistics are becoming increasingly desirable due to the fast-paced nature of the job coupled with the opportunities for growth within the industry. Today, we sit down with Becker Logistics' recruiter Jessica Olenick to discuss the qualifications, recommended experiences, and tips for entering the logistics industry.
When applying for jobs within logistics, Jessica recommends majors including Supply Chain, Business, Marketing, Logistics, Communication, and Sales (if offered). However, beyond the specific degree earned, a career in logistics is focused on experiences and a specific skillset. The key skills and personality traits Jessica looks for are a hunger to work, a willingness to learn, being open to challenges and new experiences, having an outgoing personality, and being personable. Possessing these traits provides a foundation for opportunity and growth within the industry and sets you up for a successful career.
At Becker Logistics, growth opportunities exist for those who want them, making a desire for success important above all. Furthermore, opportunities within logistics exist for people of all levels and backgrounds. Becker Logistics offers many positions, ranging from Carrier Sales Representative, Account Manager, Load Planner, etc. to cater to any type of individual.
We pride ourselves on being different than the competition, by providing our employees with a warm and inviting group of people, who value our interpersonal relationships, having a work-life balance, and engaging in social events to increase company involvement. If you ask anyone here, they’ll tell you that they love the culture and the people they surround themselves with day in and day out.
Curious about a career in logistics and a career with Becker? Check out our careers page at https://www.beckerlogistics.com/careers and find the opportunity that best matches you and your professional needs. When in doubt, ask questions, be curious, and put yourself out there!
Written by Bella I.
In the construction of effective managerial systems, the most critical aspect to be considered is leadership. With varying leadership styles and differing opinions on which style of leadership is most effective, there exists large amounts of controversy among individuals on all management levels. Traditionally, leadership styles are founded on increasing company and organizational growth through implementation and integration of strategic managerial plans which place the leader at the top of a managerial hierarchy. However, some leaders take a different approach in the form of servant leadership.
The concept of servant leadership was first developed in 1970 by Robert K. Greenleaf in his essay The Servant Leader where the concept was first coined. Contrary to traditional leadership styles, servant leadership places emphasis on the leader serving the people and aiding in personal growth and development rather than placing company potential (and him or herself) as the highest priority. Indirectly, both servant leadership and traditional leadership styles have the same goal, however the path taken varies. Servant leadership’s philosophy is founded upon the idea that the leader must serve management, employees, and customers rather than everyone serving the leader. In the creation of efficiency within a company, motivation can play a large role in success.
Though extrinsic motivation in the form of obligations or rewards can be highly beneficial, intrinsic motivation tends to have longer lasting effects in an individual’s determination and drive. Increasing intrinsic motivation can, however, be achieved through external sources such as a servant leader. Showing charisma, care and respect for all employees and customers, and making efforts to treat each individual personally allows for the creation of mutual trust-intrinsic motivation between leaders and employees.
By taking an increasingly selfless approach to leadership, servant leaders are able to increase company-wide respect and act in the self interest of all individuals instead of just themselves. At its core, effective leadership ought to be transformational; being a leader is instead about taking initiative in small situations and implementing change in any and all situations. Regardless of the position you have, opportunities to lead are endless, and the difference in success arises as a result of the approaches used. A methodical, caring and personal approach supported by the philosophy of servant leadership builds a foundation for trust, growth and limitless potential for a customers, employees, and leaders alike.
Written by Bella I.
Within the logistics industry, and particularly for freight brokers or third-party logistics companies, having a high customer concentration can pose major risks to a company’s overall growth rate and revenue. Essentially, customer concentration is a measure of the distribution of revenue within a company’s customer base. While this can yield large amounts of consistent revenue, a small mishap, a change in the economy, or decrease in frequency or size of shipments can result in significant losses for the company. In simple terms, you’re putting all your eggs in one basket, and though you may profit at a rapid rate initially, potential for total loss and risk of loss increases the larger the percentage of the customer base that any individual customer occupies. So, this begs the question, how do we reduce the risk and maintain relationships with our larger customers? The most critical thing a company can do is maintain the relationships; within the logistics industry this means always making sure that the customers shipments are pushed through on time and with no damage. It also means delivering analytics and reports so that the customer knows what to expect for their shipping in the future.
A common argument in favor of higher customer concentration becomes quality versus quantity; this same concept is transferrable to the company, in that they must give their most highly concentrated customers the highest standard of quality. This can become tricky to balance because if all your efforts are going into a few customers then others may feel neglected, in logistics it is always important to offer a high quality service to everyone. Maintenance of customers and the assets which they hold is essential to prevent downward pricing pressure from the customer, which would in turn negatively impact revenue potential. In determining the distribution within an investment portfolio, having one or several key customers can allow for individualized time and customer-specific approaches, which is essential for keeping the customer.
In summary, high customer concentration can prove to be both advantageous and disadvantageous to the overall success and margins of a company. However, avoidance of pitfalls often associated with higher customer concentrations is founded on building and maintaining positive, mutualistic relationships between customer and company. Ultimately, choosing to have high or low customer concentration is entirely a personal decision, and should be tailored to meet the specific investment and financial decisions of the company.
Written by Robert S.
Organizational Development Specialist
Keep on the Sunny Side is a popular American song originally written in 1899 by Ada Blenkhorn and popularized in a 1928 recording by the Carter Family. It was recorded again in 1964 by the Carter Family with special guest vocalist Johnny Cash. Then, in 1974, Mr. Cash recorded a version for his own album. Finally, in 2003 it was recorded again on June Carter Cash’s album. This song has been around for a very long time, well over a century, and yet its message is timeless. The first verse and following chorus go like this…
There's a dark and a troubled side of life;
There's a bright and a sunny side, too;
Tho' we meet with the darkness and strife,
The sunny side we also may view.
Keep on the sunny side, always on the sunny side,
Keep on the sunny side of life;
It will help us every day, it will brighten all the way,
If we keep on the sunny side of life.
What we learn from these simple, yet profound lyrics, is that there will always be hardship and pain in life just as there will always be joy and comfort. The wisdom of this song also teaches us that whether we are experiencing hardship or joy, it is always within our power to have a positive attitude.
So, why does having a positive mindset help? Well, according to the Mayo Clinic you’ll experience the following benefits…
• Increased life span
• Lower rates of depression
• Lower levels of distress
• Greater resistance to the common cold
• Better psychological and physical well-being
• Better cardiovascular health and reduced risk of death from cardiovascular disease
• Better coping skills during hardships and times of stress
Furthermore, according to Suzanne Glover, a specialist the field of personal development, your positive thinking will help you to achieve these benefits…
There are endless benefits to being positive and from the above, it could easily be agreed upon that if more of us had a “sunny side of life” viewpoint, our world would be a much better place. I for one believe it’s possible to adopt positivity and am willing to bet that if we all follow these five simple steps, together we can become the change we want to see in ourselves, our work, our family and the world.
When you recognize the effects your positive mindset is having your BELIEF in positive thinking will increase and you’ll begin to REMIND yourself even more to be positive and before you know it you’ll be PRACTICING your new “sunny side of life” mindset all the time, just like Ada Blenkhorn’s nephew. You see, Ada’s nephew was the original inspiration for the song, Keep on the Sunny Side. As the story goes Blenkhorn's nephew was disabled and always wanted his wheelchair pushed down "the sunny side" of the street. And now you know the rest of the story.