How did that load get moved?
In fairness we need to take a hard look at just who is in control when things go bad on a load. As all of you know it seems that every so often we all get stuck with that ole load from Hell, when nothing goes right and everything just does not seem to fit.
When this happens, a couple of things seem to happen that is more the norm than
otherwise. If the truck has a problem, sometimes it is reported as a breakdown, when in fact the driver may have overslept....
And if the load goes sour due to bad scheduling or somebody forgot to make or confirm an appointment, (A Broker Problem) sometimes the Broker develops a case of Ronald Regan, and can't seem to remember why or what, heck sometimes these guys will act as if the load is not even theirs. And now what
do we do?
The stress levels involved in the day to day operations of a Brokerage or Trucking concern is probably one of the highest in any profession one may choose to work in. And from time to times things go wrong not because a "Broker Lied", or because the "Trucker Broke Down". And the reality of the whole deal is we all sometimes forget that we are all dependent on a lot of other people having the ability to do their jobs successfully so, a "Broker" can book a truck and a "Truck" can haul a load. The lack of scope in this industry is without a doubt one of our biggest hurdles when it comes to building successful business relationships.
"Business Relationships" what is that? A business relationship is where two
companies work together on a common objective from time to time like Trucking Companies and Brokerage Companies do. A "Business Relationship" is not necessarily one where one has control over the other or is dependent on the other for his/her daily business activity.
Business Relationships are developed over time where trust is earned by both
mutually and all business transactions are honored both in truthfulness, honesty and a genuine concern over each others ability to help the other in the achievement of the work at hand.
Now with that said, Lets look at what and who really has control when you are under a load and everything seems to fall apart:
I want all of you to stop for a least one minute now and think about this. When
we book a truck to do a load what control do we or do I actually have to make it happen as planned?
If your a thoughtful person you will soon realize that in reality no one in the Brokerage or on the trucking side has much "real" control over the load. We do, however have control over the equipment and ourselves and that is about it.
Does a Broker or Trucker have control over production?
Who has control over a partial "needed to make the load" on a truck coming from
Cleveland?
Who is in charge of the clerk who is doing the paperwork for the bills etc.
Who makes sure the load is picked and is staged ready to load?
Who an control if the customer changes his order at the last minute?
Who is control over the guys in accounting who approve credit acceptance for the
Customer, and the Broker for the Shipper
and the Trucker checking the Broker?
Who makes sure the forklifts are all working everyday to load the trucks?
Who can insure the employees at the warehouse show up as planned on time and
ready to work as scheduled?
Who is accountable to make sure the the appointments were made and documented
correctly?
How can you insure the traffic will not delay the truck from getting to the
warehouse as planned?
How can anyone insure the driver is doing his/her best to get the job done?
How can you insure everyone's communications systems work as planned everyday
and at all hours?
How can you insure or control how the shipper will behave toward un planned
delays?
How can you insure the Consignee will be accepting and work with you if you need
to adjust the schedule?
How can you insure the parties who make mistakes or errors in their job will
stand accountable for the mess they create?
I can go on all day about all the possibilities that could go wrong, actually when a load goes as planned I often am amazed they do and go well as often as they do.
This brings us back to "Business Relationships" again. It is very important that
when thing do go wrong, we you and I both do our best to solve the problem. Problem solving is not:
a. Threatening to fine the Trucking Company is he is not one time regardless of
the problem. (huh MRS?)
b. Yelling and screaming at each other to "Make" the other guy get "Right".
c. Holding the load hostage until somebody gives in to someones demands.
d. Avoiding phone calls from each other.
e. Lying to each other, and accusing the other of bad faith dealings.
Relationships are built on trust and when something goes wrong it is the very
best time to develop the "Trust" aspect on solid ground by doing the following:
a. If a problem exists contact the other party promptly.
b. Allow the other guy to work through the problem. Don't crank up the heat on
the first conversation, discuss the problem and try to offer suggestions on how to solve the problem. Don't start pointing fingers!
c. Dispatchers, get a grip on your drivers do not allow them to go nuts on somebodies dock, it's bad business for both your company and the Broker. Cooler heads always prevail.
d. Brokers, make sure your people are up to speed on the "Right" contact people
at both the consignee and the shipper. And just as the Trucking companies need to make sure everyone keeps a cool head, make sure your people are trained in dealing with problems the "Right " way.
e. If the problem is caused by your error, admit it and take corrective actions to solve the problem if you can. You may need each other to work through the problem so you can get things back to normal as quickly as possible.
f. Take care of the Drivers, "no matter what" make sure they know what is expected and make sure they have what is needed to make the job get back on schedule. IE: Money, food, Accommodations, etc.
g. If you don't know what to do or you don't know where the problem came from,
"Say So" it is better to report that you did not know about that; Promise to check it out and get right back with the answer. Then do it!
h. And above all "Tell the Truth". People can work together in a problem if
they have all the facts and those facts are honest. Sometimes, the truth is uncomfortable, hurtful and at time embarrassing but one thing about the truth, it always works just fine.
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