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Tuesday, March 15, 2011
RFT: The Definition
RFT is the first part of our name RFT Express; we
always live up to our name. Getting it Right
First Time is a culture which starts off by putting the customer
first: How can we benefit
that customer; how can we turn that customer into a client?
Without a strategy of putting the customer first, you
don’t have a long term sustainable business. I explain how we at RFT
have expanded this definition, and adding the requirement to continually
review, improve.
I then went on to explain how we integrate
the definition Right First Time into our strategy, and finally how
the concept of Right First time, and the strategies used to implement,
actually benefit the customer, and help change that customer into a
client.
The
illustration used is over 3 years old, and it works, the client is
still with us, and still saving 30% on his transportation costs.
The first point of contact with a potential client is
always the same, whether it’s through a phone call or through an email,
no matter how it’s dressed up the essence is “give me your best price
for......” and usually ends with the promise of possible extra regular
work if the quote is “competitive”. I can’t remember anybody asking
“What Added Value can you provide, which my current carrier doesn’t give
me?”, or “how can you improve on my current carrier’s service, and still
be competitive?”
They don’t ask these questions, but they appreciate the
answers.
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