When you are looking for\ntransport solutions, it makes sense to take a close look at all the services on\noffer to make sure your business needs will be met. But, there is one key\naspect that is often overlooked, and it can make all the difference to how\ncustomers view your brand. It may surprise you, but the lorry driver who\ndelivers your goods is on the frontline of customer service. Here\u2019s why:<\/p>\n\n\n\n
When a driver gets to a\ndestination, be it a warehouse, a manufacturing plant, construction site or a\nretailer, they are the face of a business. First impressions count, and a\nfriendly driver puts customers at ease.<\/p>\n\n\n\n
In fact, with customer account\ncreation and order placements often done online or over the phone, the lorry\ndriver may well be the only real face of a business that a customer sees. Any\nexperience a customer has with the lorry driver reflects back on the business\nthey deal with, so a driver\u2019s positive attitude and customer service skills are\nessential.<\/p>\n\n\n\n
There are many reasons why\na customer might ask question or complain to a lorry driver. Why was the\ndelivery late? Is there something missing? Do they have any information about\nX, Y or Z? Who should they contact if they need to sort out an issue? Sometimes\na driver may have to deal with a difficult customer who is angry. <\/p>\n\n\n\n
A good lorry driver has\ndiplomatic skills and a friendly attitude that helps customers to find answers\nor solutions, and can neutralise a tense situation and prevent it from\nescalating. <\/p>\n\n\n\n
Accepting receipt of\npalletised deliveries, inspecting packaging for damages and making sure\naccurate quantities are present, creates procedures and paperwork between the driver\nand customer. Liaising with customers to get paperwork filled in and signed off\nis another reason why lorry drivers are an essential part of good customer\nservice.<\/p>\n\n\n\n
The customer experience\ndoesn\u2019t stop once they have placed an order. The interaction they have with the\ndriver when taking a delivery can have an impact on whether that customer\nbecomes a repeat buyer. Not only that, but a driver who knows the services well\ncould upsell or create new sales opportunities, all with a friendly chat.<\/p>\n\n\n\n
A lorry driver may work on a single contract, or several. They may be part of a company that manages the delivery of goods from many businesses. As such, a lorry driver is an ambassador for the customer they are working on behalf<\/a> of, as well as an ambassador for their own employer, if different.<\/p>\n\n\n\n