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Talkable Topic: Customer Retention—Top Tips for Freight Agents

We all know the important role that freight agents play, but when it comes to enhancing client satisfaction (and in turn retaining customers) there’s always room for improvement. Here are a few tips for crushing your retention goals in 2024.

Build Those Relationships
A key aspect of being a successful freight agent is building strong relationships with clients. This involves understanding their needs, preferences, and expectations. Taking the time to develop personal connections with clients can go a long way in gaining their trust and loyalty. Regular communication through phone calls or emails helps keep clients informed about their shipments and also allows time for feedback, which is where we all learn and grow.

Make Communication Efficient
Effective communication is vital in any business relationship. As a freight agent, it is crucial to keep an open line of communication with both shippers and carriers involved in each transaction. Clear communication ensures everyone is on the same page regarding shipment details, pickup and delivery schedules, and any potential issues that may arise during transit.

Streamline Your Processes
Simplifying processes can significantly impact efficiency and ultimately lead to better client retention. By developing streamlined procedures for tasks such as rate negotiations, load booking, tracking shipments, and handling paperwork (which at Sureway, our support team takes care of!) can save time for both the agent and the client. Automation tools, such as transportation management systems, can help streamline processes and eliminate manual errors.

Negotiating Best Rates
Freight agents are responsible for negotiating the best rates for their clients. This involves understanding market trends, carrier capacity, and other factors that may impact pricing. The ability to negotiate competitive rates can help attract and retain clients in a highly competitive industry.

Proactively Manage Expectations
Managing client expectations is crucial for maintaining long-term relationships. This includes providing accurate delivery estimates, being transparent about any potential delays or issues, and offering solutions to mitigate these problems. Keeping clients informed throughout the shipping process can help manage their expectations and prevent misunderstandings.

Be a Problem Solver
Inevitably, problems will arise during shipments, whether it's delayed deliveries or damaged goods. As a freight agent, it is essential to have problem-solving skills to handle such situations promptly and effectively. Communicating positively with all parties involved and finding solutions that meet everyone's needs can help maintain trust and satisfaction with clients.

The goal is to establish a reputation for reliable and efficient service, leading to long-term client retention, right? For Sureway Agents, customer service is always number one. Thinking of joining our crew? Learn more at