The New Getloaded Site Makes Trucking Work for You
You might have noticed that the Getloaded website looks a little different all of a sudden. That's because on July 13, we launched our new public website to help make moving freight and keeping up with industry demands easier for our members. At a time when freight levels are fluctuating, experts continue predicting driver shortages and regulations are ever-changing, we are here to simplify your professional life. Not only are freight and trucks on Getloaded at an all-time high, our new public site is easy and efficient to use -- and aligns with the new member site many of you have already enjoyed over the past few months. We understand that busy professionals don't have time to hunt for information and answers -- you need them now. So, we designed the new public site to make finding the information you need simpler than ever. If you've tried out the new member site, you'll quickly recognize the same intuitive, streamlined layout on Getloaded.com. And in addition to the live load and truck postings, full membership information and industry-leading blog you're used to, Getloaded.com now makes it easier for you to share your opinions and needs with us through:  - A user-submitted testimonial page
- Social media links and connectivity
- Direct commenting on blogs
Jon Stier, director of sales and marketing at Getloaded, explains, "As the easiest-to-use Internet load board, we take our role and responsibility seriously and are proud to provide our members the most value for their money. By quickly and logically presenting the information they need, our new public site simplifies and streamlines the user experience at every touchpoint." We see this new site as an extension of our ongoing commitment to serving you and improving your experiences in the transportation industry. We hope you'll explore the new site and let us know how we can continue to help make trucking work for you.
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 The Great American Trucking Show (GATS) is about one month away, and we're excited for the event. This year, in addition to sharing a booth with our partners FreightCheck and Bibby Financial, we're giving away FOUR iPod touches!
Visit us at booth #17155 from August 25 - 27, where our members will receive the new Getloaded shirt, and you can register to win one of the iPods. We hope to see you there!
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Creating a Customer Service Action Plan
by: Tim Brady
Creating satisfied customers depends on consistent, focused customer service. One of the best ways to accomplish this goal is a Customer Service Action Plan: a series of activities assigned to each driver and employee that must consistently take place with every customer throughout the course of the load or job. This plan can include a quality of service survey, follow-up calls to ensure the job or load was completed on time, or a verification call on the time and location of a pick-up or delivery.
To provide the highest level of service on each load or job while implementing an Action Plan, you must lay the correct groundwork first:
- Develop smart plans for dealing with future fuel spikes.
- Know your costs and control them.
- Develop your rates based on your break-even points and future capital needs.
- Make sure you have quality customers and profitable lanes.
- Have a defined Customer Service Action Plan.
- Verify that your plan is consistently carried out and track the results.
Whether you are assembling or improving your own Customer Service Action Plan, follow these criteria to make the most out of each opportunity to serve your customers:
1. Identify Your Target Market: This step involves defining your area of expertise and the precise customers you focus on serving.
- What is the niche in which you specialize?
- Who are your primary customers?
- In what regions or lanes do you haul their products?
2. Be Creative: In today's competitive landscape, you must find new strategies for fulfilling your customers' wants and needs. Remember, being creative puts you ahead of your competition.
- What special services can you provide your customers, thus enhancing your value to them?
- What are some unique ideas to set you apart from others doing the same job?
3. Define Your Actions: Once you understand your target audience and how to differentiate your service, you need to build the procedures to attract and maintain your customers. Always have a specific chronological list of activities that will occur during the job or load and assign these to your team.
- How are you going to implement your Customer Service Action Plan?
- Who is responsible for each action within your plan?
4. Maintain and Test Customer Service: Think of this step as Preventive Maintenance for your customer service. Once you have a plan, you have to ensure it continues to work. Create a means of tracking each Customer Service Action Plan on every load or job to determine how effectively it increases customer confidence in your company. By consistently applying and testing your plan, you show customers how important they are to you and your company -- developing the trusting, loyal relationships that support long-term success.
Even with the unprecedented upheavals in business over the past couple of years, by paying attention to the details, your company will be ready to take advantage of the opportunities that present themselves as the economy improves
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