Not all 3PL warehouses are created equal. There are a lot of nuances in the industry, and knowing what you’re doing can make the difference between long-term relationships and customers turning to competitive services. Here’s a list of customer loyalty hacks that 3PLs can use to ensure they’re getting ahead of their competition.
Appreciate Your Customers
You can give your customers a pleasant surprise by thanking them for their business. A simple “thank you” and customers always appreciate a shipment confirmation.
Take the initiative to deliver packages on time or before they’re due. This will help build trust with customers and make them feel like they can rely on you for quick deliveries.
Most 3PL warehouses have the same set of customers and, therefore, the same set of challenges. Whether it’s a high level of returns or a damaged product, there are things you can do to help improve your customers’ experience.
Learn to Say Sorry
One of the most important things you can do as a 3PL is to be quick to apologize when you make a mistake. It goes a long way with your customers, and it’s also an easy way for them to know that you care about their business.
An apology doesn’t have to be complicated. Sometimes, all it takes is to say ‘sorry’ and move on. Don’t try to justify yourself or blame someone else for what happened; apologize! Apologize and then move forward by figuring out how things went wrong so that they won’t happen again.”
Respect Your Client’s Time
It’s no secret that time is money. Time is a commodity that all logistics companies need to respect and protect. A warehouse that respects its clients’ time will often be rewarded with loyalty and repeat business.
Being on time is essential, not only for yourself but also for your clients. If clients have to wait for you, they will get frustrated and lose interest in your services. Customers appreciate the respect shown by not making them wait any longer. Many companies are now offering digital appointment booking systems. The systems make it easy for customers to schedule appointments ahead of time. This helps ensure that no one has to wait before their order arrives at the warehouse door!
Cut Down Response Times
Ensure you answer your clients fast. This way, your customers will be satisfied with your service. If a client has a question about an order or if they want clarification, you must respond in a timely fashion. If you don’t know the answer, ask someone who does. Ensure client’s queries are answered promptly. If no one knows the answer, do what it takes to figure it out.
This can be done by setting up systems in advance. One should help with responding quickly to clients. The other approach could ensure employees follow through on promises made.
Everyone who interacts with customers should know how to handle arising questions. So, this should be part of your training manual!
Create Quality Content
Content is about more than just writing. It’s about creating quality content that your customers want to read, share and engage with.
Think of it this way: If you were a customer, what would make you choose one 3PL over another? Would it be the price? The service level agreement? The delivery time frame or track record? Or would it be something else entirely—like reading an article or blog post that resonated with your experience as a shipper? Quality content can come in many forms, but here are some examples:
- Blog posts covering industry news and trends
- Videos on YouTube or Vimeo highlight a particular warehouse operation or process.
- Podcasts featuring employees discussing industry trends in their voices
Make a List of Loyal Clients and Make Them Feel Special
It is important to acknowledge customers who have proven loyal to your business. Please give them a discount, or provide them with other incentives that show you appreciate their business.
If they are one of your most frequent customers, make sure they prioritize picking up or dropping off shipments. If possible, use a dedicated driver for the customer to handle their cargoes quickly and efficiently. You can make special arrangements with the carrier so that this client receives priority service. This should be done when regular drivers may be unavailable for pickup.
Get Reviews From Customers
Customer reviews are a great way to get your customers talking and engaging with your brand. Reviews can help you improve the customer experience, build brand loyalty, and increase sales.
Reviews can also be a source of valuable information about what customers like or dislike about your business. You’ll want to track this data to use it to improve in the future. Here are some tips for getting customer reviews:
Make it easy for them by including a link or button on every order confirmation. Please send an email that encourages them to leave feedback. This should also be included on the packing slip for shipments sent out via 3PL warehouses. This way, customers won’t forget about leaving their feedback.
Ask whether they would be willing to provide an “official” review of your service/product. This way, we’ll have more control over which reviews count toward our overall rating. In contrast, it would be best to leave it based on the word-of-mouth opinions of those satisfied with your services during each transaction!
Set Benchmarks for Customer Loyalty
Customers are more loyal to companies that provide exceptional service. But how do you know if your 3PL is doing an excellent job of keeping customers happy? The answer is simple: set benchmarks and measure performance against them. You can select a standard of four times per year. This will help you track the number of times a customer has requested. You can use various business tools to help measure performance over time.
It doesn’t take much to make clients feel appreciated, but it can pay off in customer satisfaction and loyalty. If you want your customers to return to you repeatedly, it is necessary to continue providing excellent service each time. Understanding how these ‘hacks’ can help you prevent any missed opportunities by arming you with the knowledge of what to look out for. For more details, contact the sales support team.