Everyone in the transportation industry knows that on any given day hundreds if not thousands of freight loads
get sidetracked. The reasons a load is waylaid are endless, since there
are so many aspects and people involved in the moving of a load. The carrier might not
show up for a pick up, or a carrier could get sidetracked in Vegas while
he has my load. Loads can be stolen while a carrier takes a quick break at a coffee shop. Carriers however are not always the
problem. Snowstorms, bad
weather, trucks breaking down, DOT and even the shippers changing plans or load
details at the last minute can turn a load into a nightmare.
The key to
controlling a situation like this, is communication. Shippers are not new
to these types of situations and can be very forgiving to a Freight Broker
providing they are kept in the loop. It is essential for the broker to
contact the shipper as soon as he finds out about an issue with the shipper’s
load. The worst thing that can happen is that the shipper finds out about a
problem from someone other than their broker.
Make sure the shipper has a
clear understanding of the situation and tell them what you are doing about it.
Keep in touch with them periodically even if you have no new news just to let
them know that you are still on it.
Regarding the carrier, make sure you
have the dispatcher’s phone number, the driver’s phone number and an "after
hours" number or someway to effectively find the carrier. It is imperative that you can reach the driver and
dispatcher during a crisis. Make sure to talk with both the dispatcher
and driver to get all the details of the situation. Sometimes you don't get the whole story by just talking to
one. Stay on top of the carrier to make sure that they are doing all they
can to handle the situation.
When your shipper trusts you, they will understand so long as you keep them informed. The trust between you will be strengthened if you handle a bad situation well and with transparency.
Communication is not just important, it is key.
Moving forward,
Jeff Roach
www.brooketraining.com
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