Eddy Yakici, operations manager at Mont-Cal Logistics, Inc. in Montreal, Quebec, believes trust is the most crucial factor, and it comes with time. “Customers ask for their produce to be picked up on time, in good condition, transferred on time, and delivered in good condition—that’s the most important thing. If you do that well, they’re satisfied and will come back.”
Another facet of maintaining good relations is reputation. “Building a good rapport with your current customers and carriers will ensure positive feedback and word of mouth references,” points out Howard. “Several years ago, trust and loyalty were key in keeping a carrier or customer and relationships were held to a higher standard,” he reflects. “Nowadays, a lot of the workforce is driven off technology and economics, substantially cutting the personal relationships.”
Management Style
“Every successful broker is going to manage business a little differently, but the common denominator is they’ve all created an organized system that works for them,” Byrne says.
“The busier you get, the more organized you need to be—so you’re not bogged down by mistakes. When you’re working with perishables, sloppy work could lead to a load being late and getting rejected at the dock—then no one wins,” he adds.
“Everyone is organized in their own way,” affirms Rubini. “Keeping notes and keeping track of information is important—you’re only as good as your information. I don’t expect people who are new to the business to be like me or my partner, because we have years of experience. One thing is for sure: if you make a mistake—you won’t make it again.”
Using technology, such as transportation management systems, can help regulate workflow. Both Howard and Covey are proponents of the programs, as they enable real-time communication with all parties to ensure fewer problems down the road. “Every step of the transaction is detailed and documented,” says Covey.
Carrying It Forward
Above all else, a truck broker is in the customer service business. The trick is, they have two clients: customers and carriers.
Truck brokers succeed when everybody wins, and success is contagious. “Providing excellent customer service and aiming to surpass expectations will ensure greater customer and carrier retention,” states Howard.
“As brokers, we partner with carriers to help our customers grow their business, and we partner with customers to make sure carriers have the information and tools they need to deliver the load,” comments Byrne. “This is especially important with perishable goods. We’re all invested in each other’s success because it will lead to more opportunities for ourselves as well.”
