Removing Resistance for Your Customers | Episode 191
[Watch/Listen to Episode 191 Here]
Running a trucking business is already tough. What makes it even harder is when I’m unknowingly working against my own systems.
If my customers are slow to pay, hard to deal with, or don’t come back, it might not be the market. It might be friction inside my business. In this episode, I break down what friction looks like, where it hides, and how it impacts my bottom line.
What Is Friction in Business?
Friction is anything that slows me down or makes it harder to operate efficiently. At its core, friction is anything that makes it harder for customers to work with me or slows down my internal processes.
Where Friction Shows Up
Friction often hides in my daily operations, especially in communication, onboarding, and billing.
Slow replies, unclear answers, and leaving customers guessing on next steps all create unnecessary resistance. If they have to guess, I’ve already lost efficiency. I’ve learned that strong operators anticipate needs before they’re asked.
Onboarding is another big one. Too many steps, outdated systems, and constant back-and-forth emails make it harder to get started. When I simplify the process, it completely changes how customers experience working with me.
Invoicing and cash flow can also create friction. If I wait to send paperwork or miss documents like PODs, I delay getting paid. My goal is to send everything they need the first time.
Billing has to be clean and simple. The easier I make it, the faster I get paid.
February Financials Breakdown
Friction doesn’t just feel frustrating. I see it directly in my numbers.
This month, I ran 101,755 total miles and generated $251,077.05 in revenue. My all-in rate per mile was $2.48, and I finished with a net profit of $44,496.50.
Revenue continues to grow because I’ve built strong relationships with shippers and brokers who are giving me access to better freight and more consistent opportunities.
Top Contributing Factors
Strong rates played a major role. At $2.48 per mile, these are the best rates I’ve seen since 2022.
Lower toll costs helped me reduce overhead and improve margins.
Consistent maintenance and repairs also made a big difference. By removing operational resistance and keeping costs predictable, I’ve been able to run more efficiently across the board.
Resources:
What Can You Do As a New Broker to Build Relationships