It really all begins with the customer service first. Do they possess the behavior and mindset that the "Customer Rules"? Do they enjoy talking and working with all types of people every day, no matter what the circumstance might be? Do they believe that "passion leads to success"? If the answer is yes to all the above, but not limited to, then the process shifts to management.
Freight Brokers, once you have the right Agents in place; do you continue to coach, mentor, train, educate and develop the team. Share valuable company goals and objectives with the team; daily, weekly and monthly. Outline how important their role is in meeting the company's goals & objectives. Provide them the tools & resources to be effective and most importantly; good coaching includes providing effective feedback. Within this feedback must be showing appreciation for their work and commitment to the company. When one feels valued by management, the rest will fall into place.
Really don't believe that too many of us have met a customer that does not wish to be satisfied, they care not about the price, quality or service. So since no one can seem to find a customer that just doesn't care about the service they receive, we must consider that providing service is the cost of the ticket to do business.
Accordingly, since the customer does expect service, all parties within a company must have the mind set in place that we are there to serve the customer. This level of expectation of customer must be put into play from the top down.
It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first; perhaps because of the need to assuage an unusual power drive or to acquire material possessions…The leader-first and the servant-first are two extreme types. Between them there are shadings and blends that are part of the infinite variety of human nature.
The difference manifests itself in the care taken by the servant-first to make sure that other people’s highest priority needs are being served. The best test, and difficult to administer, is: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants? And, what is the effect on the least privileged in society? Will they benefit or at least not be further deprived?
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