I think we can all agree that one of the worst feelings in the world is having a question for one of your vendors and not being able to get anyone to answer the phone to sort things out. We’ve all been sucked into that vicious cycle of phone tag and voice mails and having issues linger for weeks while we try to get in touch with the right person. And it’s even worse when the issue is acute – say you have a truck that was supposed to deliver at midnight, and now it is 2 a.m. and you can’t get any answers.
With Legion, you never have to worry if someone is going to answer your call, or who that might be. As soon as you start working with us, your Problem Solver will give you his or her cell phone number with strict instructions to call anytime you have a question. Whether it’s two in the afternoon or two in the morning, your Problem Solver will answer your call, and answer your questions. You won’t be sent off to a call center where no one can give you any tracking information or tell you why your freight is late, and you won’t have to leave a voicemail (unless your Problem Solver is on the other line, working to solve your problem.)
And to go along with that, we train our folks to get ahead of issues. If we know there is a breakdown, or a traffic slowdown, or a weather issue, our Problem Solvers are proactive, calling their customers and explaining what the issue is and what we are doing to solve it. Our favorite saying around the office is “Bad news doesn’t get better with time.” So when we have bad news, we deliver it early, coupled with a solution, and a revised ETA, so you don’t have to worry about what’s happening or when your freight will arrive.
It all goes back to the basic idea that we should treat our customers the way we want to be treated. And for us, that means prompt, accessible customer service from your dedicated team.
By Lacy Starling, President and Fearless Leader