In today’s data-driven business world, companies strive to capture and analyse every metric possible to gain a competitive edge. However, it is important to note that the human element still plays a crucial role in shaping a successful business. While metrics can help with cost reduction and quality improvement, they cannot completely capture the essential human factor necessary for managing a business.
The human factor gives companies a competitive advantage in customer service and loyalty. However, it is important to ask whether this advantage can lead to long-term success and ensure the viability of the business in the future.
Team Transport and Logistics operates in a constantly evolving industry where customer requirements change rapidly. To stay relevant, one must adapt to these changes. Despite serving some clients since 1979, the relationship between Team Transport and its customers has never become stale. This is because the foundation of Team Transport is its people and their genuine care for their customers. Therefore, “being stale” never comes into the equation.
Team Transport and Logistics was born off the back of the Razorback truck blockade in 1979 by the humble pioneers Steve Skinner and Gail Casey. In the 45 years since, the business has ensured its people remain its foundation.
Richard Branson is famously known for his quote, “If you look after your staff, they’ll look after your customers”. Team Transport follows this philosophy, and their General Manager, Kylie Wilkinson, strongly believes in it.
The company has many long-serving employees who have been working with them for years, and some even for decades. In a world where people tend to switch jobs frequently, Team Transport stands out by prioritizing the well-being of its employees, which helps them to provide exceptional customer service. Maintaining excellent customer service requires empathy and understanding of the customers’ needs.
While Team Transport ensures that its technology, equipment, and operators are top-notch, the human element remains critical to its success. Some businesses rely solely on data analytics to make decisions, but Team Transport places great value on relationships, caring for its customers, and understanding their needs, whatever they may be.
In 1979, Steve and Gail came together to form Team, to provide exceptional services to their customers. Now, 45 years later, it is evident that the same values and principles that formed the foundation of Team are still relevant and will continue to drive the success of Team Transport and Logistics in the coming years.
To answer the question raised earlier, whether customer service plays a crucial role in long-term success and loyalty, the answer is a resounding YES!
