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Your Truck Drivers can be the MVP for your team by helping keep your customers happy and by assisting with account penetration if only you would answer their phone calls to you, even if it’s 5:30AM!
In this audio interview, DSR Dave discusses with Drivers and Transportation Managers the importance of communication between DSRs and Drivers when it comes to keeping customers happy.
Successful DSRs understand that when a driver calls a DSR, they need to answer the phone because it could be the key to keeping an account happy or even saving an account. DSR Dave points out that in some cases, Truck Drivers have a DIFFERENT and sometimes BETTER relationship with an operator than a DSR. It’s a good thing for both of you to have a good relationship with the operator because the more folks from your company who have contact with a customer, the better.
DSRs and Truck Drivers who work as a team make for an almost perfect business relationship with customers. Customers tell Truck Drivers things they don’t tell DSRs, therefore this “team approach” gives you a much better chance of maintaining more satisfied customers while also having better opportunities of increasing sales to them.
In many accounts, the drivers are able to see products that you’re not selling to the customer, and if you work together, you’ll have a much better chance of penetrating those accounts.
This group discusses the benefits of helping each other out daily and how it really makes a difference between having a good day or a bad day for both the DSR and the Driver. An important point the drivers make is that it’s not necessarily a good idea to ask a driver who’s having a bad day to collect on a bounced (rubber) check…
DSRs, Be a Resource… and Sell Something!