So you’ve started your own delivery business and it is getting up to speed in this growing industry, but you are concerned about making a good impression with customers so that you can keep them satisfied and ideally boost loyalty levels.
Luckily there are lots of things you can do to achieve this, and it is better to make positive changes sooner rather than later, so here are just a handful of the most impactful options to consider implementing.
Use the right software
So much of customer satisfaction in a courier context comes down to deliveries arriving in a timely fashion, as delays or outright cancellations will always leave a bad impression.
The challenge is to ensure that employees are able to take the often unexpected changes to the transport situation in their stride, rather than being hampered by traffic jams and other surprises.
Using this solution for courier management software is a good idea in this context, as it covers everything from route optimization to real time monitoring and management, meaning that small and large fleets alike can be tracked and controlled with ease.
In turn this will let you deliver ETAs to customers so that they are always in the loop, whether via text message or email, rather than leaving them uncertain about when their delivery will turn up.
Ask for feedback
One common mistake for courier businesses to make is to fail to take into account the input of actual customers themselves when making changes or trying to improve services.
Indeed you could well be too close to a problem to see it, which is where being proactive about asking for customer feedback is sensible.
There are a number of ways to go about this, such as by running surveys on social media or using email campaigns to elicit the opinions of customers. Likewise when you receive support questions and general queries, you can make use of this information to formulate decision-making going forward.
Ensure pricing is competitive
Customers will want to know that they are getting good value for money if they use your service, and indeed they will be more willing to take delays on the chin of the price is right.
It is not all about trying to undercut every other business in your market segment, but rather about establishing how your pricing stacks up and whether it represents a worthwhile expenditure for customers, according to the kinds of perks and add-ons you provide.
Striking the balance between affordability and the reassuring expense of a high quality service is key to optimizing pricing and guaranteeing customer satisfaction.
Keep your promises
Last but not least, aim to hit targets, exceed expectations and generally do exactly what you say you will do.
Customers want to work with businesses they can rely on, and this is true of courier firms as much as any other type of organization. And if you do make mistakes, admit to them and take remedial action.