Establish Two-Way

Establish Two-Way Communication

It’s a cliché to say that communication is one of the most important aspects of a relationship – but it’s true, and broker/client relationships are no exception. Communication breakdowns are one of the main reasons broker/client relationships fail – and as with any relationship, both sides share the responsibility to keep the lines of communication open. 

It’s important to let your provider know what is and isn’t working. Let them know when you’re pleased with an outcome, so they can repeat their success next time – and let them know when you’re not happy so the issue can be resolved and not repeated in the future. Chances are, when you make the effort to tell your broker what you think, you’ll find your broker that much more likely to respond in kind. It’s also important to consider the best way to communicate with your broker. If an issue can be resolved faster one-on-one, consider picking up the phone rather than e-mailing. 

And if the communication isn’t what you anticipate, or need – if you feel that your broker isn’t making you feel important – by all means let them know.

Step 3: Be Clear on What You Want – A Partner

If you see your customs provider as a partner, there’s a good chance your broker will reciprocate. After all, success is mutually beneficial – just as you want your clients to be pleased with the products and services you provide, your customs broker feels the same. When you succeed, they succeed, and vice versa. As such, it can help to tell your broker your corporate vision and goals – where you are in the marketplace and where you’re planning to go – so they can understand their role in helping you reach your goals. 

Furthermore, as your partnership develops, the level of trust between you and your broker also develops. This can be even more beneficial to you, as your broker can be a valuable resource; their experience can be a great source of insight and advice on reducing risk, improving your bottom line and streamlining your business processes.