Given our current circumstances, there’s an intense focus on making every dollar go further and every purchase count. We’ve come to equate a low price with good value and there is often waste in this equation. It reminds me of a time when I met a Maintenance Manager for the first time. He kept repeating that he needed a cheap price. I asked him, “Tell me about a time that you bought on price and it wasn’t a good decision.” That stopped him and he finally replied, “Well price is an important consideration.” I smiled and said, “Yes, price is an important consideration but it’s not the only consideration.”
When we experience economic downturns and business is at a premium, many businesses choose to cut costs and chase discount prices. On the surface this may seem like a good strategy because you spend less money upfront. Do you really save money? Maybe it’s time to consider what good value really is for Heavy-duty truck and trailer service providers.
They Care about your Business
We should only work with companies that care about us and our business. It’s a competitive marketplace and becoming more so every day. That means we should only deal with people who are invested in a long-term relationship with us. They demonstrate an understanding that you, are not only as important as your last traction. You feel valued as a customer and respected whenever and whoever you interact with at the company. The staff should be friendly, courteous, patient and honestly answer every question. They care enough to remember who you are and the needs of your equipment.
You should be able to confidently answer these two questions. Do you feel your business is appreciated when dealing with the company? Are they genuinely concerned with your satisfaction? Companies who care about doing good business, make it easy to do business with them.
Fulfilled Commitments
A good reputation is built on many, many fulfilled commitments. Companies may do things right for a while but being consistently successful requires a persistent effort. A commitment to putting customers at the centre of business decisions. These companies are purpose-built to understand our business and have the expertise to solve your problems. A reputable company will want to get you in and out as fast as possible to minimize your down-time. Often a low initial labour rate means that you will be waiting longer for your vehicle to be fixed. It is not about one and done, a reliable service provider wants repeat business and knows that this is only possible by getting vehicles in-and-out and reducing over all maintenance costs.
This focus on customer relationships generates positive reviews and testimonials (preferably video). A company that is proud of their professional reputation will have customers willing to share their positive experiences. There should be abundant social proof to confirm their good reputation including membership in industry associations such as the Toronto Trucking Association or OTA.
Necessary work only
Many times, when we receive a low price, the company wants to the secure the business in the short-term. They have not thought through how they will deliver consistently good service without cutting corners or adding unnecessary parts and labour. A reputable truck and trailer service provider will care about the quality of their work and respect your need to make a truly informed decision.
They should stand behind their work while getting you in out as quickly as possible. They should utilize heavy duty shop management software, which means that estimates are pre-approved and tracked. You should have full visibility into the work that is done and exactly how long it takes. It also means that the service history of your fleet is tracked so you have full transparency into any work that has been previously done.
It goes without saying that any company in the transportation industry should be invested in safety. We believe in protecting the well-being of all who share our roads, and nobody wants to get pulled over at the scales. Especially not after a recent service visit. A safety-oriented service provider protects their reputation by always ensuring that the equipment is road-worthy and safe.
Invest in skilled workers
You’re probably aware there is a shortage of skilled technicians. The diesel tech shortage is expected to get worse in the coming years. According to a Penske report, by 2024 the transportation industry is projected is grow by 12%, faster than the average of all occupations. Qualified help is a major input to consistently reliable and good value service provider. Companies who care about their reputation and the longevity of their business, invest in their employees.
Attracting and retraining quality employees should be a core focus of any business. It takes a dedicated effort to create and enjoyable and engaging work environment. One where people feel appreciated and therefore are motivated to stay there. Companies committed to providing excellent customer service invest in training and mentoring to create a talent pipeline and develop the next generation of technical labour. There is no low hanging fruit and no quick fixes when it comes to investing in the future. It requires a commitment, not to take shortcuts and not to have a short-term focus on profits.
Trading up to good value
We always have the choice to do things right, the first time. Good value appreciates over time and has a compounding effect. “The bitterness of poor quality remains long after the sweetness of low price is forgotten.” (Ben Franklin). We’ve all experienced that sinking feeling when checking out a company’s reviews after a bad experience. One of the advantages of this digital age is that it is easier than ever to confirm a reputation for good value. TruckPro banner member, K.I.D. Truck and Trailer Service in Oakville, Ontario is an example of a company that has been proudly delivering good value to communities for nearly 40 years. You can easily validate their reputation by visiting https://kidtrailer.ca/
Photo Credit: IStock
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