At Lutheran Brothers in Michigan, we understand that our customers could choose another warehouse, drayage, transloading or container freight station. That’s why, after our customers have done their homework and have chosen us, we have our work cut out for us. Customer service matters now more than ever, and that starts from that first contact, that first phone call, and lasts until the warehouse relationship ends.
Businesses that want to thrive need to provide customers with solutions that support them from end to end during the supply chain operation. While we offer a wide array of services, an important link in the chain is ensuring a smooth execution of the service from start to finish.
The services we provide include:
- Custom trade zone
- U.S. Customs bonded warehouse
- Container freight stations
- And more
Why Customer Service Matters Now More Than Ever
Our team at Lutheran Brothers understands that everyone needs to work hand in hand to ensure a smooth transition from one service to the next. We provide support to our customers, and we also offer education and information to help them make the best, most viable and financially responsible choices when they warehouse with us.
What are some of the reasons that customer service is key, and why does customer service start at the phone call and continue up to the company ownership and leadership team?
- Put people first. Our customers understand the end result they’re seeking, but the people and processes are crucial to the result. We have the right people in the right roles and offer training and support.
- Onboarding is a systematic process. Our team will conduct a needs analysis and let the customer know what services we can provide to suit their needs. We look at current and ongoing requirements that our customers may have and ensure that we listen to their growth plans. Onboarding is a two-way discussion. We want our customers to know that when they partner with us, we are together for the long haul.
- If your team isn’t happy, they can’t (or won’t) provide top-notch customer service. Our leadership team focuses on training, offering resources and ensuring our staff have a good work environment.
If you’re new to customer service and want to not only bring customers into your warehouse facility, but keep them with you for the long haul, implement some or all of these best practices:
- Be positive.
- Be helpful.
- Be responsive to calls, emails and concerns.
- Be an empathetic listener.
- Be authentic.
- Emphasize the quality of your facilities and your staff.
- Ensure a smooth internal transition if one employee leaves. If another person steps into that role, you want that to be a seamless transition for your customer.
- Be quick to find a solution and be willing to work with your customer on that solution if there is a pivot required.
- If your organization can’t help the customer with a new request, work with them to find a viable alternative – be their partner in any kind of transition.
Bottom line: It seems that the pandemic highlighted both positive and negative customer service interactions. Work to ensure your company is on the positive side of the scale in customer service.
Your company’s bottom line could rest on the fine line of good customer service and client satisfaction. It’s not too late to review your lines of communication and your overall customer service strategy.
If you’re looking for secure, easy-to-access, quality, experienced storage professionals, contact Lutheran Brothers.
If you are looking for clean, secure and economical warehouse space to lease and operate your business in with your own personnel, look no further than Lutheran Brothers in Detroit, Michigan.