Effective communication in business goes beyond just sharing information—it builds trust, ensures alignment, and optimizes operational efficiency.
Set up regular meetings to discuss progress, address any challenges, and inquire about any opportunities or projects that may be working their way through the pipeline. Effective communication builds trust and ensures everyone is on the same page.
However, be mindful of people’s time. While staying connected is crucial, excessive communication can be counterproductive. Aim for a balance that keeps both your team and your customers up-to-date and informed, but not overloaded with redundant emails, calls, or unnecessary meetings. Time is a valuable commodity that everyone needs more of—don’t waste yours or theirs.
Additionally, issues are a normal part of any business. Tackle them promptly, and if you need to escalate, come prepared with all pertinent details and potential solutions. Problems are more easily digested by a customer when a solution is presented at the same time.
Prioritize truly understanding your customers' needs, concerns, and feedback. Ask questions that prompt thoughtful responses and allow them to express their needs fully. This helps to uncover issues/services that they may not even know that they have/needed.
Avoid viewing every interaction as a potential sale. Instead, focus on building genuine relationships with your customers. I make it a point to learn something personal in those initial moments of a call while waiting for everyone to join. People are more likely to do business with someone they feel a personal connection with—be it over sports, family, hobbies, or even a favorite drink. In logistics, where social interactions often involve a casual drink, this can be particularly effective.
Refrain from making commitments you cannot fulfill. It’s better to set realistic expectations and exceed them than to overpromise and fall short. Highlight your team’s strengths, build on that momentum, and seek more opportunities to excel. Consistently meeting or exceeding customer expectations enhances value for both parties. Maintain honesty and transparency to foster a strong, growth-oriented partnership.
Regularly solicit feedback about your services and the overall partnership from both customers and your team. This feedback is invaluable for guiding improvements and should be leveraged to enhance all relationships, whether internally or with customers. Even negative feedback is a crucial opportunity for growth.
By implementing these strategies, businesses can not only meet but exceed expectations, fostering growth and trust that lead to long-term success and mutually beneficial relationships.
By Michelle Gunderson
Director of Sales, Click Logistics
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