Customer Service and Caring - Passing it Forward…

August 3, 2011 by Frank Peditto

While most of us view relocation and moving services as transactional services, we often come across stories that demonstrate that the relationship developed between the transferee and either the relocation company or the direct service provider runs much deeper and this is one of those such stories.

Recently, we received an initiation from one of our third party relocation customers to transport a vehicle for a very senior level executive who works for one of their largest clients. We followed our standard procedures and began working with the transferee and his spouse to coordinate the specifics for their vehicle shipment. While a few of the elements of the relocation frustrated the couple, we remained in constant communication with them regarding the process and dates for their vehicle. After the vehicle was picked up, the driver remained in close contact with the transferee throughout the transit process and then phoned them on delivery day to confirm the delivery location. A few minutes after that conversation, the transferee received another call from the driver advising that he was having a heart attack and requesting that they please call 911. The transferee and his wife, already en route to meet the driver called 911 and then also located a policeman, who followed them to the driver, where they together met the paramedics.

All happening in a matter of minutes, the driver was immediately taken to the local hospital and the transferee and his wife followed, spending the entire afternoon waiting for updates on his condition. Some four hours later the driver was released from the hospital, only to be greeted by the transferee and his wife, who drove him back to his truck and helped him offload their vehicle. Concerned, the couple urged the driver to get some rest, but he insisted on continuing on and making his other vehicle deliveries.

In today’s society, stories such as this seem especially poignant and touching, as they are often the exception and not the rule. In the end, the driver was fine, albeit exhausted and overwhelmed from this experience, the transferee and his wife received their vehicle without issue, and a new friendship was born. For our team, this story demonstrates not only the service provided by our partners, but also reinforces that, when it comes down to it, we’re all people, regardless of who is providing the service and who is receiving it, and we all care about one another’s well being.

 

 

Blogging Basics from a First Timer

July 6, 2011 by Frank Peditto

When we hired a marketing consultant to assist us with our new website design in 2010, I was pretty surprised when they recommended that we add a blog to our site. First off, I wasn’t sure how it would positively impact our company seeing that we are primarily business-to-business focused and within in a niche market. Second, I was fearful of our team having the time and marketing background to create new concepts each month and keep it going. After much discussion, and additional education on my part of blogging and how it could help even a small, niche based business, I conceded and the ReloTrans blog was born.

When I initially started blogging, I was focused on keeping the content very industry specific, so I wrote about some of our stories; highlighting key information for transferees from an experiential perspective. As time went on, the team began to recommend other topics including customer service, team leadership and transferee based information. And, the blog continues to evolve today. After just over a year of writing, I offer new bloggers, or those contemplating a blog, the following advice:

• Shed the fear of committing to a blog on your corporate site, regardless of which industry you service and what your company does.
• Keep your blog open and write about topics that are germane, but not limiting. I have found that it’s easiest for me to write about something pertinent and also a topic that I am familiar with and know well.
• Make your blogs about more than your organization; let the business come to you and understand that blogs serve many objectives, but they should not be focused on self-promotion.
• Offer tips and advice; this content seems to draw the most attention as it is often the most relevant for your audience(s).
• Ensure that your blogs are to the point and keep the readers engaged.
• Use links to enhance the resource nature of your blog posts.
• If you make the commitment to blog, keep up with the schedule and work to post at least once a month, all the while, keeping content fresh and on point for your industry and audience(s).
• Have fun and view blogging as an extension of your personal expression and that of your organization. If it’s not fun then it’s probably not helping your cause.

With a little experience under my belt, I look forward to continuing this blog and expanding the topics in the future. If you have any topics you feel would be interesting or that you would like to see, please email me at marketing@relotrans.com.

Industry Trade Events: Worth the Investment?

June 1, 2011 by Frank Peditto

While it seems as though our business in the relocation and moving industry is certainly coming back in 2011, there are still many questions regarding the economy, housing market and unemployment, leaving many small business owners, such as myself, with a lingering reticence on spending. Of course, everyone knows that you have to spend money to make money, but, as a small business, the ongoing challenge is where to make those investments. There are so many marketing options available today: online/web, social, print, and trade events to name just a few, and each have sub-elements as well.

While online, web and social have measurable returns or at least quantifiable ones, I have always questioned the value of trade shows, especially over the past five years. My past experience with trade shows has been that you ‘have to be there’ because if you’re not, your industry often thinks you are out of business, and that most are filled with competitors and not real business opportunities. With that said, being a non-asset based management company, I also understand the value of our partnerships, so this past month we packed up and headed for the American Moving and Storage (AMSA) in Jacksonville, FL. With a new booth, some great giveaways and an open mind, we set up shop and began to network with the 680 other industry professionals in attendance. The sessions were informative and we did so much networking. I was amazed at how many people came over to visit, say ‘Hi’, gather information and see what ReloTrans is all about. I was even more surprised at how many peers had seen our social media efforts on Twitter and Facebook, and our blogs re-packaged on industry LinkedIn groups. I left that show with a fresh perspective and a clearer understanding that, with marketing, you can’t do just one thing or even a few, that everything needs to work together.

The Seasonality of Relocation: May is National Moving Month

May 5, 2011 by Frank Peditto

It is estimated that an average of 44 million Americans move in the U.S. each year. According to the U.S. Census Bureau one in six Americans move each year and the average American will move just over 11 times in their lifetime. While many of these moves occur within the same county or local area, a substantial portion are longer distance moves, requiring the services of moving professionals, including vehicle transportation services.

One of the biggest challenges we face in the moving industry is the seasonality, with between 60 and 70 percent of the annual activity occurring each year between April and September. In fact, the American Moving and Storage Association (AMSA) named May ‘National Moving Month’ to signify the beginning of the season. Anyone who has been in the moving industry understands the seasonality and works diligently to prepare for the increase in activity while not sacrificing service or capability. Reflecting back on my nearly 20 years in the business, I share the following recommendations for preparation and survival.

• Survey your clients: Meet with clients during annual reviews and work to develop individual plans based on their specific business objectives and predictions for the forthcoming year. Incorporate these forecasts into your overall business modeling.
• Leverage temporary help: Design and implement an operational model that allows for the engagement of temporary help during the spring and summer seasons. A perfect opportunity for college students and interns, your model must be built to allow for the separation of administrative and back-office tasks (non-customer facing) providing your experienced service professionals with the support required to effectively manage an increased caseload without comprising service in any way.
• Prepare and train your team: Don’t wait until the initiations begin coming in, but rather work with your team in advance to prepare them for the process and train them on efficiencies and best practices to allow them to effectively do their jobs and provide unparalleled service.
• Continuously invest in technology: Work on your business as well as in it, remaining focused on improvement and leveraging technology to reduce redundancies in workflow and automate any non-critical manual tasks.
• Reward your team: Ensure that you recognize the increased workload through internal kudos, pizza lunches, complimentary half-days, etc.

Working in a seasonally impacted industry is not easy and it requires a lot of knowledge, preparation and flawless execution, but, if you know your business and engage and reward your team, you will mitigate the volume with ease and position yourself for continued growth in the future. 

Top 10 Keys for Excellent Customer Service

March 3, 2011 by Frank Peditto

Oftentimes companies are so focused on acquiring new business that they lose sight of the true value of their existing customers. According to The White House Office of Consumer Affairs, the cost of acquiring a new customer costs an average of five times more than retaining an existing customer. Add to that the statistic from the book; “Leading on the Edge of Chaos” that a two percent increase in customer retention has the same impact on profits as cutting costs by 10 percent and the value of existing customers certainly becomes a lot clearer.

According to a report issued by the Harvard Business Review, the average company loses 50 percent of their customers every five years. A standard business objective each year for most companies focuses on customer retention, but what are the true keys to achieving that goal. As a smaller, non-asset based company, customer retention sits at the forefront of our goals each year, alongside the mindset that we are only as good as our last ‘move’. Following are the top 10 ‘keys’ we employ in our organization to support our clients and relocating employees and exceed our customer retention objectives each year.

1. Treat your employees well. Happy team members equate to happy customers.
2. Respect your customers, both the clients and the transactional customers, and remember that they are people first.
3. Keep in mind that you are a service company and your people and the service you provide is your greatest asset. According to The White House Office of Consumer Affairs each customer has a circle of influence of 250 people or potential customers, which is likely even more in today’s environment with the continued evolution of social media, who will hear negatives about your company if your service does not meet your customer’s expectations.
4. Separate yourself as a service professional from your work. Think of an issue in terms of solving a problem rather than receiving a personal attack. Remember that the customer is mad at and frustrated with the situation; it’s not personal.
5. Listen to your customers. While we’re all faced with the need to multi-task, remember that these are your customers and to truly listen to them and demonstrate your respect for them you need to be 100 percent focused.
6. Make your customers feel special. Nordstrom started this in retail by walking your purchases around from behind the counter. While much of the customer service provided today is by phone, remaining focused and smiling, even while on the phone, will translate and make your customer feel valued.
7. Be a step ahead. By listening and respecting the customer, you will be able to identify opportunities to anticipate questions, needs or even issues and present answers and solutions in advance.
8. Go beyond. Work in partnership with your customers and do one small extra thing. Whether it’s an extra call, a gift card, or even one additional email follow-up, it demonstrates your commitment to excellence.
9. Show humility. While this is reflected in many of the keys already mentioned, it is still critical. A simple apology goes a long way and it can be as easy as recognizing their issue or concern and just saying that you are sorry that they are having that experience.
10. Get feedback. Survey your customers throughout the service delivery and post-completion and make sure to share that information, positive or negative, with your team; working to do more of the positive and using the negative to build internal objectives or identify process improvements for the future.

Top 10 Tips When Moving a Vehicle

February 2, 2011 by Frank Peditto

The last few months, I have focused this blog on customer service, which is always critical in our industry, but this month, as we prepare for the busy seasons of Spring and Summer, I am focusing on they key items, or ‘Top 10’, that transferees need to know when they ship their vehicle. So here they are, in no particular order.

1. Make sure your transportation company has an active phone number for you where they can reach you both at origin and destination.
2. If your vehicle is not running, be sure and let your transportation company’s counselor know as soon as possible.
3. Do not cancel your insurance policy.
4. Ensure that you have two complete sets of keys for your vehicle.
5. Make sure that your vehicle is completely emptied of any personal items prior to shipment.
6. Replenish coolants etc. prior to shipment, especially during inclement weather conditions.
7. Disconnect all alarms.
8. Remove any non-permanent items such as ski racks etc.
9. Remove or retract any antennae.
10. Have less than one-half of a tank of gas in the vehicle, but ensure that it’s not completely empty (i.e. the gas light should not be on).

Share these ‘tips’ with your transferees and please post a comment to this blog with any additional ones you might also recommend.

Commitment to Customer Service: Keeping Your Cool

December 10, 2010 by Frank Peditto

ReloTrans® is considered by most to be a transportation company; an organization that transports vehicles, boats and specialty items within the United States and internationally. But, being non-asset based, we are really a customer service company and, as such, we are inherently aware that we are only as good as our last move. Internally we are a small group of professionals with a culture dedicated to delivering the highest level of service for our clients and their customers.

Reflecting on the time of year and the service being provided to each of us as we mitigate our way through holiday preparations, shopping and travel, it’s important to keep in mind the critical elements of delivering excellent customer service. Reading through many books and articles, the obvious rise to the top of the list immediately:

• Build and reinforce trust with your customers
• Remain attentive and focused on their needs; listen to them
• Maintain a pro-active approach and ensure quick follow-up with consistent communication
• Demonstrate a courtesy and an appreciation for their business as well as their personal situation; the challenges they are facing and their specific concerns

These are great reminders for everyday, but what are the special considerations that help customer service professionals keep their cool when faced with a particularly irate customer. According to a survey conducted in 2007 by Customer Care Measurement & Consulting, 70 percent of customers who have problems with a product or service are in rage by the time they reach a live customer service representative. Of those 70 percent, 24 percent will yell at the service professional, 8 percent will threaten legal action, and 5 percent will resort to profane language. And, it’s estimated that these numbers have increased since the survey was originally conducted.

So, when faced with irate or enraged customers, what are the keys to remediating the situation and avoiding further escalation? Here are some of the critical elements we reinforce in our organization, both for internal and external customers, when we are inevitably faced with these challenges:

• Begin with an apology. Acknowledgement of the issue is critical to diffusing the anger and working through the challenge to a mutually agreeable resolution. Regardless of whether or not you are the one actually responsible, a general, but sincere apology like, “I am so sorry that you are experiencing this issue,” will go a long way.
• Sympathize with the individual. Remain in active listening mode and identify with their feelings. Take the approach of letting them, “get it off of their chest” and then reinforce the listening with an additional acknowledgement.
• Accept responsibility and demonstrate accountability by recapping the issue and their desired remediation, if communicated, and then take action.
• Stay connected. If you are not the individual who can make the decision, say that you will perform additional research and get back to them within a specific time period, and then make 100 percent sure you meet that time frame.

Finally, I will leave you with one of the first things I learned in performing customer service over the phone – always smile. Even though the customer will never see you, it sets the tone and it does make a difference.

 

Customer Service - Does it really matter who left the sandwich?

November 2, 2010 by Frank Peditto

Our core industry is transportation. ReloTrans works with individuals, most often those involved in a corporate relocation, to facilitate the move of their vehicle within the United States or internationally. While we are known as a transportation company, our core business is really customer service, and it is something we reinforce in our operations each and every day.

Case in point. We recently moved a vehicle for a customer’s client employee. When the vehicle was delivered the transferee immediately contacted our relocation coordinator to advise that the seat in their vehicle had been completely ruined because the driver, or someone other than them, had left a half-eaten sandwich on the seat of the car. Needless to say, the vehicle traveled hundreds of miles, windows closed and the end result was not positive. The seat was damaged and the car smelled, as you would expect – not pleasant. As we do with any other claim, we acted immediately working to contact the driver, file the claim and determine what really happened. What ensued was a bit of a ‘he said, she said’ scenario with the driver claiming it was not their fault nor was it their sandwich. We worked to mitigate the proverbial tennis match of back and forth claims, but when it really came down to it, it was our customer and we were responsible. Our primary focus and responsibility was to remediate the situation with the transferee, which we did by way of replacing the entire seat of the vehicle along with a complete detail.

As I sat and reflected on this incident I was proud that our team remained focused first on the customer and making their experience ‘right’. All too often in today’s society the service element is lost. We experience it at the bank, when they ask you to make your transaction at the automated teller machine instead of with a live person, even when the bank is open. It’s rampant when you call any mid- or large-sized corporation and are immediately directed to an automated attendant where, if you are lucky, you reach a live person in just 10 electronic entries into your phone. Regardless of how large our company becomes, we will always be a customer service company, working in the transportation industry and committed to providing personalized service.

A Tale of Two Cars…

October 7, 2010 by Frank Peditto

In the transportation business we witness a lot of strange occurrences, some of which we share in this blog, others of which we tell at conventions and industry events. In the world of relocation, it’s always an adventure.

It’s not often that you have two of the exact same vehicle: year, make, model and color, in one family, but it has happened. Ironically, this was a few years back and the family was relocating from northern California to Manhattan. A complex move that involved a wine collection, temperature controlled storage, a vast household goods shipment, artwork, multiple drop-off locations and four vehicles. With all of those moving parts you would have assumed that the vehicles would have been the easiest component…well, guess again.

On the pick-up day for the cars, the transferee’s wife, a lovely woman, was on-site. She confirmed with the driver that one car was to be dropped off at their corporate apartment in the city, while the others would go to ‘storage’ until their home outside of the city was ready. Ironically, they had two of the exact same SUVs – and one was going to their city apartment and the other to storage. Everything is progressing nicely – well, that is what we thought – as the vehicle arrived in Manhattan and the wife accepted delivery. About a week had passed when an irate call from the client was received – the wife had been arrested for driving an unregistered vehicle. The arrest was actually due to the fact that she decided to get a ‘new look’ for New York City and had a makeover along with a new hair style and color so when she was pulled over for driving without a plate (and registration) she didn’t look anything like her California license leading the police to bring her in for questioning. All of the details had been worked out once her husband arrived and she was released with no formal charges.

Immediately reacting to the client’s call, we moved into action. After a bit of research, it was uncovered that she, in-fact, confirmed the wrong vehicle for shipment and immediate use in New York and it was the other, exact SUV that was registered and to be shipped. Of course, she was mortified and we were relieved, as was the client, that it was an unfortunate accident and not our mistake. Her correct vehicle was immediately delivered and, after about a week, she had recovered enough to laugh about the entire incident.

As I always say when talking with our team or other industry veterans, ‘stranger things of happened’ and typically the next one is even more unbelievable than the last.

Surviving the Summer Season…

September 14, 2010 by Frank Peditto

In the relocation industry, especially within the transportation sub-segment, the summer months are always the busiest. Typically we see a healthy spike in activity in June, July and August, which allows us to prepare in advance for the seasonal increase. This year, due to the sluggish economy, we weren’t sure what to really expect. We prepared with additional staffing and, much to our surprise and delight, the season was a near record one for our company, with more than 40 percent of our annual volume occurring during the past three months.

As a business owner, the spike in volume is obviously great for the ‘bottom line’, but with it comes challenges in staffing and coverage to ensure that our service levels are not compromised and our internal culture is not disrupted. After all, it is summer and we all have team members who are interested in taking vacations and certainly entitled to do so.

So how, as a small business, do you balance the business activity with service quality and the happiness of your team members? We start with the premise that the customer comes first, and our entire team is committed to that philosophy and our overarching dedication to providing superior service.

With that said, we also employ a ‘all hands on deck’ philosophy where every member of the team understands that we may have to alter our tasks and our standard workflow in order to support other team members and our overall business. And that includes the president and senior team leaders as well. This summer it’s been a bit like the CBS show, Undercover Boss, and as president, I ended up with a lot of filing, copying and paper clipping. For nearly half of the summer, my traditional role was moved to more of an office administrator, providing any type of support possible for the team. Interestingly enough, this turned out to be one of the most beneficial activities I have had in my career. By working with each team member and assisting them with the manual tasks they have to do every day for each file, I got to experience our operational processes first hand, and it was an eye-opener. I learned quickly that there are many processes on a day-to-day basis that could be improved or made more efficient. In just two months we, as a team, identified over 20 processes that we are currently re-engineering.

While its genesis was out of necessity, our ‘all hands on deck’ summer turned out to be a most beneficial experience for our organization. Our team is closer than ever. We met all of our clients needs for this summer and we now are a more efficient and effective team. Regardless of your company’s size or your leadership role within your organization, it’s critical to remain engaged in the details of what your company does and how you do it. Take a look at your business from the inside out, it’s the best way to see what’s really going on and identify areas where you can improve efficiency and effectiveness.