Workshop Notes

Broker's Customer Journey (Not The Carrier!!)

1) Post

2) First Call

• one of my strength is Florida. We are moving a lot of loads out of there. Do you have any available loads out of Florida?
• we can haul other types of loads, such as HAZMAT, Oversized and LTL. Are you interested in it?
• do you have any other loads?
• are you flexible on a rate?

3) Truck Search

4) Second call (if truck is still not found)

• I spoke with you ___ min ago about ___. Do you still have this load available?
• How close can you be to (top rate)?
• I have not found Landstar driver. What if I start looking for approved carrier?

5) Offer (Negotiation)

Benefits - I will keep you updated:

• always on phone;
• 24/7 dispatch;
• updates with time in and time out;
• macropoint tracking;

6) Rate confirmation

Customer care:

• what way of communication do you prefer: via email, calls or text message?
• what is the most convenient way for you to get updates?
• do you have any other loads? (upsale)

7) Updates from us

• ETA to pickup at the day of pickup
• once driver arrived to the pickup place
• time in, time out from the pickup place

8) Transit

• next day update - ETA to delivery with current location

9) Delivery

• time in, time out from the delivery place

10) Get POD (proof of delivery)

• ask the driver to make a picture by smartphone and send via email
• send POD to the customer

Once the load is delivered - Upsale Script:

Step 1. Get general feedback: are you satisfied? Did you get the service which you had expected?

Step 2. Get specific feedback:

• what could you make stand out from the service which was provided to you by me?
• or - what was the most memorable highlights about the service which was provided to you by me?

Step 3. What to improve:

• How could I make my service better for you?
• How could I improve my service to your company?
• What kind of improvements we can implement to provide you a better service?

Step 4. Get general commitment

• I would like to discus the future cooperation options with your company... Would you like to continue working with me?
• We are service-oriented agency and I would like to keep providing you the best service to have your customers satisfied.

Step 5. Ask for more loads

• When are you going to have the same loads? I can do it for you on a regular basis, please keep me in mind and as soon as the load comes up please let me know.
• Are you working on some loads right now? We have so many available options we can provide it you.
• We can move other types of loads, such as HAZMAT, Oversized and LTL. Are you interested in it?

If yes:

• Let me make couple of calls and I will bring you all available loads shorty.

If no:

• When are you going to have some available loads?
• When are you expecting some available loads?
• May I call you on ___(day) to check if you have something?

Patterns:

1) We don't work with Landstar

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