My background before getting into the trucking business was n banking. When I first entered the transportation industry, I could not believe how rude people were when answering the phone. I felt like they were asking me “What do you want and why are you calling here?. My favorite was “May I ask who is calling”, translated to mean “Let me see if the person you are calling wants to talk to you”.
It was like these people answering the phone had never been taught the proper way to answer the phone or given any instruction whatsoever. This in turn slowly grated on my nerves and I struggled to not loose my temper everytime someone acted unprofessionally on the phone. I refused to became as rude as they were.
Gradually, something happened and things changed. Now we see not only people acting rude on the phone but we also see it in sales persons in stores, ushers, grocery store clerks, shoe salespersons, secretaries and sales people. What happened to common courtesy and respect to our fellow man/woman? I’ll tell you, which is actually only my humble opinion, what is going on with this enormous let down in customer service across our nation; its the manger, the owner, the president of the company…whoever is in charge of those employees; they are not training their people properly. When you go into a retail store and you can’t find anyone to wait on you, then you see an employee on the next isle but they ignore you; that is totally the managers fault. When you finally do rangle up an employee to help you and they can’t even answer the most basic question about their own store, that is the manger’s fault.
No wonder we all shop online. We don’t have to track down an untrained employee to have them tell us, “its my first day and I have no idea”. Why did that manager put that employee on the sales floor with no training? It would have been better to have never hired that person in the first place. At least that company would have saved the salary and probably, eventually, unemployment since you will probably fire that employee for being unable to fulfill the job you did not train him or her for.
Now, on to a positive note. When you are looking for a way to move your freight; whether it be a full truck load or a partial shipment to anywhere and you call me. 99% of the time, I am answering that phone regardless of what time of day or what day it is. If you do end up leaving a voicemail. I actually call you back. You can also text me because I make sure my contact info is available for customers and prospects to see and use.
Another thing, when you ask me a question, I am going to have an answer for you or will find out and respond within 24 hours at the most.
England Logistics is a premier 3PL and I am part of their great customer service attitude. I serve as an Authorized Agent for this company and our intent is on making sure our customers get the best treatment and the best rates available. Now, you may be tempted to use some a low cost service provider but remember, when they are not there for you or dramatically raise their rates, I am the guy that took care of you 365 days a year and I for sure, answered the phone in a friendly and professional manner.
Great Customer Service is NOT dead!
Grady E Ray @ 940-220-9773