Communication is Key
Successful jobs start the moment you win the booking. Contact the customer as soon as possible to confirm next steps and create a positive first impression — this helps build trust and sets the tone for a good working relationship.
Tip: Prepare pre-written emails or text messages you can quickly send when a job is booked. A simple introduction that reassures the customer you’ll be in touch shortly can make a big difference.
Reassure Your Customer
Online bookings can create uncertainty for customers. Reassure them by explaining your service, what’s included, and the care you’ll take with their items. A little peace of mind goes a long way toward building confidence in your business.
Positive Reviews Help You Win More Jobs
Happy customers leave positive reviews, which can boost your reputation and help you win future work. Communicate early and effectively:
Respond promptly and politely to questions.
Keep the customer updated throughout the job.
Meet Your Dates
If you’ve quoted specific pickup and delivery dates, it’s essential to meet them. Should an issue arise, inform the customer as soon as possible — most people are understanding of delays if they are told early, but not if informed days later.
Minimise Cancellations
Freight can be unpredictable, but avoidable cancellations should be minimised as they can affect your profile’s completion rate.
Tips to reduce cancellations:
Don’t overcommit by quoting on more jobs than you can handle.
If you win jobs that conflict with existing quotes, withdraw those quotes promptly.
Read job details carefully and ask questions if anything is unclear.
Update customers early if any problems arise.