As a 3PL, FreightCenter understands the importance of building trust with an outsourced transportation solution. We must coordinate the details between customers and carriers—get it right every time—and without ever seeing or handling the shipment. Our customers trust that we will provide them with packaging advice, an affordable price, and status updates each step of the way.
Take it from the pros, we know how to make customers happy and keep them happy each time they ship with us. Here are six effortless ways to build trust with your customers:
Shift your focus from being too transaction-centric, to building brand recognition and optimizing the customer experience. Being the solution that your customers are seeking, you build their trust in your service and/or product. Rather than force the message that your company is great, let your product/service do all the talking! It may seem scary to shift away from what you’ve always done, but if your products and services are excellent, customers will naturally flock to your business.
If your Better Business Bureau grade is not already an A+, contact your local branch of the BBB and find out what you can and should do to improve it. If you don’t have a BBB profile for your business, it’s important to create one. Each BBB branch is different, but each has a mission to aid businesses and consumers. An A+ BBB rating could be the deciding factor between your customers choosing your brand over a competitor.
Keep your company’s information updated—whether it's on your website, social platforms, etc. This information can include your address, phone numbers, addresses, email addresses, hours of business, current promotions, news items, etc. Knowing that your company continues to remain active helps customers trust they're not going to be left in the dust if they choose to do business with you and need to get in touch.
Mean what you say and say what you mean. It's easy to make big promises; it's following through with them that can be the difficult part. When possible, it's always better to set basic expectations and over deliver, rather than leave your customer disappointed. Consumers will trust you a lot more if you're honest and reasonable when setting expectations in the initial stages. This helps set the tone early on.
When customers leave feedback, or review your product or service, listen and do your due diligence to make the improvements they’re asking for. Don't sweep it under the rug or dismiss it. Respond to each customer, letting them know that you're willing and ready to resolve their issue. There's nothing worse than feeling unsupported.
Be open to feedback. Ask your customers about their opinions and experiences with your company and use that feedback as a tool for improvement. Feedback is valuable and most companies have to pay for their data, so don’t let your free information go to waste! It’s easy to let pride and emotions get in the way of accepting criticism, but it’s crucial to leave that mindset behind and be open to evaluation. There's no better way to show your customers respect and appreciation than by implementing the changes they would like to see—and they'll trust that you're always willing to listen and adjust.
Now that you have an action plan for building consumer trust, how will you put it to use? Start by finding your local branch of the BBB.