Transparency with your customers

Messaging customers can be challenging, especially when competing with other established and reputable drivers. They often receive a large number of bids which can be overwhelming for them, but one common feature of drivers who are consistently booked is that they provide clear communication of their expectations and requirements before booking. Drivers who are transparent with customers before a shipment is booked receive fewer complaints and cancellations than those that have minimal intros. The following are common pain points for customers which, if addressed proactively, can mitigate issues with shipments. 

Personal Contract Requirements

If you have a contract that you provide to customers for your services, they should be made aware of any clauses that may be unexpected or unique to your services. For example, if you have a portion of your contract that states that their pet’s food must be provided by them, it is best to inform the customer of this before booking. There have been instances where a customer was not informed of the special circumstances within the provided contract by the driver and it has led to a cancellation of services. 

Pre-booking Discussion

When sending your initial intro or message to a customer, one best practice is to let the customer know the specifics of the shipment should be discussed with you before booking. This can be included in your intro or a separate message to the customer. Scheduling is the most common area of miscommunication between drivers and customers and frequently leads to cancellations. Including this requirement for the shipment dates not only helps ensure that the customer is aware of your needs before booking but can also protect you from a cancellation being added to your profile. 

Another method that some drivers use to avoid premature bookings is to manually enter your bid as a message rather than using the bid field. This way, customers can see your bid and cannot book without speaking to you first. 

When transporting pets, most states require that a health certificate is obtained no more than 10 days prior to transport. To ensure that your customer’s furry friend is ready for a long-distance trip over several days, we highly recommend that you encourage customers to obtain this certificate from a licensed veterinarian. Not only will this make you compliant with local laws but will also potentially protect you in the unexpected event of a pet injury. 

Cost and Payment Requirements

When placing a bid, it’s important to let the customer know how you would like them to pay for your services. Some customers may not have the payment methods available that you use for your business or prefer to pay in cash. If you require a deposit or can only use certain apps for payment, it’s best to ensure that the customer is aware of this before they book with you. 

VIP vs Shared Transport Timeframe

Customers should be made aware if their pet will be traveling to multiple locations instead of going straight from pickup to drop-off. If not, they may become understandably worried that a transport that should only take 2-3 days turns into 5-6 days. 

We highly recommend providing the customer with this insight about your travel plans so that they do not become panicked when their expectations are not met. This will help to avoid any complaints about your services and ensure that the customer is aware of when they can expect their pet.

Additionally, some customers may have preferences about their pets being around other animals due to a variety of factors. For the safety and well-being of all parties involved, it’s best to let the customer know before booking if you intend to travel with any other pets.  

Additional Drivers

When customers interact with a transporter on-site, they typically believe that they are speaking with the individual who will be conducting the actual transport. If you have additional drivers on your account, we recommend that you let the customer know that you will have an employee or partner conducting the transport. This will further put the customer at ease when they know what to expect. 

Please note that if you have additional drivers that have not undergone our required background check process, you can contact us at support@citizenshipper.com for further assistance. The background check is a requirement for all transporters, including additional drivers, per our Driver Agreement and Terms of Use. You can learn more about this in our Account Management Policy. 

Overall, customers need to be provided with open communication so that they can set their expectations accordingly. This will make the customer more inclined to book your services and increase the likelihood of them leaving a stellar review.