Home > Forum > Lack Of Communication

Lack of communication

Jan 22, 2024 at 11:54 AM CST
+ 35 - 4

Hello, all. I may be opening a can of worms here but I have a constant issue that I'd like to get your input on. There have been an increasing number of carriers that aren't notifying their brokers of delays on the road. Delays happen, we all know that, but why not just send a quick email to the broker with the delay? Usually if I know in advance and can notify the customer/shipper/receiver, they're more lenient and likely won't charge late delivery fees. I've been told "well, I can't help a breakdown" and "I can't help the weather" but that's not really the issue. The issue is lack of communication. And most of the time, the drivers don't answer their phones and I'm told "well, they don't answer numbers they don't know." I recommend when they're on a job, to answer and if it's a scammer, just hang up. But the dispatcher, broker, customer, shipper, receiver, whoever is involved in the job you're on should be able to get a hold of you. So I'm asking if you all can please provide your insight as to why communication is lacking or what can be done to make that better.

Replied on Mon, Jan 22, 2024 at 12:31 PM CST
+ 1
Could always leave a voice-mail with the carrier or driver. Lack of communication goes both ways too.
Replied on Mon, Jan 22, 2024 at 01:17 PM CST
+ 1
Quote: "Could always leave a voice-mail with the carrier or driver. Lack of communication goes both ways too."

I rarely get a call back. My emails go unanswered a lot of time. Is there any other advice you'd have for anyone here?

Replied on Mon, Jan 22, 2024 at 04:40 PM CST
+ 2

In my experience, no call can be a good thing. Means everyone is on track doing their part. The driver is on his/her way. Now, I do believe if there is any kind of mishap/issue that can cause a signifigant delay there should be communication between all involved. My driver does not answer numbers he dont recognize. 95% of the calls go through me. Why? Because he is MY employee not theirs. No, the shipper/broker etc. does not need my drivers phone number. He needs to focus on his job which is driving the truck. Its my job to handle all the rest. My driver knows when I call its important. Its my job to make all the contact calls and make arrangements with each end.

Replied on Tue, Jan 23, 2024 at 07:01 AM CST
+ 1

Exactly These ***** brokerage do not need drivers number 4 nothin...

Replied on Tue, Jan 23, 2024 at 08:41 AM CST
+ 1 - 1
Distracted driving is a Big No, No, these days it’s all about Compliance, if you have a crash the lawyers will subpoena your cell phone records, most don’t want to give them a foot in the door, also many fleets have inward facing cameras to discourage phone use.
Replied on Tue, Jan 23, 2024 at 09:00 AM CST
+ 1

I don't see where anyone has offered a solution to get better communication between brokers and carriers. That's what this post is for and this isn't productive.

Replied on Tue, Jan 23, 2024 at 08:21 PM CST
+ 1

ok, Kim, in my last post I said that my driver is MY employee. His job is to focus on safely getting that truck down the road to the next load/unload location. It is my job to handle all the details with everything else. If my driver has a problem he will call me. If there is a problem at either end of the load I, meaning ME, will call my driver and let him know. Whoever is sitting at the desk is the person that should be on the phone handling issues that come up. A truck driver is supposed to DRIVE the truck. In order to safely DRIVE the truck, you DO NOT worry about that phone! And if I remember correctly isn't is against the law to be on the phone while driving? If someone you're dealing with doesn't communicate in a way that you like, I'm sorry there's nothing anything here can do.

Replied on Wed, Jan 24, 2024 at 08:22 AM CST
+ 1

Your running a business not a kindergarden grow up answer your phone.

Replied on Wed, Jan 24, 2024 at 10:42 AM CST
+ 2
Quote: "I rarely get a call back. My emails go unanswered a lot of time. Is there any other advice you'd have for anyone here? "

How are your loads paying that carriers don't care if you happy or not?

Brokers who consistantly give me good rates get the best communication. I find that brokers who pay the worst are always the high maintenance ones who bug you non-stop... They just aren't paying for that kind of service.

I have a couple of brokers I don't even call because I know their rates are always the lowest in a particular area AND they bug me nonstop from the time the load is booked until it's invoiced. Yeah, they rush me to get the paperwork in for a load they won't pay for 30-45 days.

If carriers are shrugging you off, maybe the issue isn't them, maybe your rates just don't pay for the service you want.

Replied on Wed, Jan 24, 2024 at 11:07 AM CST
Quote: "ok, Kim, in my last post I said that my driver is MY employee. His job is to focus on safely getting that truck down the road to the next load/unload location. It is my job to handle all the details with everything else. If my driver has a problem he will call me. If there is a problem at either end of the load I, meaning ME, will call my driver and let him know. Whoever is sitting at the desk is the person that should be on the phone handling issues that come up. A truck driver is supposed to DRIVE the truck. In order to safely DRIVE the truck, you DO NOT worry about that phone! And if I remember correctly isn't is against the law to be on the phone while driving? If someone you're dealing with doesn't communicate in a way that you like, I'm sorry there's nothing anything here can do. "

I was speaking about carriers in general and mentioned drivers as well, yes, but this is a communication problem between carriers and brokers. Again, I'm asking for suggestion as to how carriers (this includes whoever dispatches the driver) and brokers can have better communication. Also, it's not against the law to use a headset while driving, which a lot of drivers seem to have when I'm at truck stops

Replied on Wed, Jan 24, 2024 at 11:07 AM CST
Quote: "How are your loads paying that carriers don't care if you happy or not? Brokers who consistantly give me good rates get the best communication. I find that brokers who pay the worst are always the high maintenance ones who bug you non-stop... They just aren't paying for that kind of service. I have a couple of brokers I don't even call because I know their rates are always the lowest in a particular area AND they bug me nonstop from the time the load is booked until it's invoiced. Yeah, they rush me to get the paperwork in for a load they won't pay for 30-45 days. If carriers are shrugging you off, maybe the issue isn't them, maybe your rates just don't pay for the service you want. "

THIS! Couldn't have said it better myself.

Replied on Wed, Jan 24, 2024 at 11:07 AM CST
Quote: "How are your loads paying that carriers don't care if you happy or not? Brokers who consistantly give me good rates get the best communication. I find that brokers who pay the worst are always the high maintenance ones who bug you non-stop... They just aren't paying for that kind of service. I have a couple of brokers I don't even call because I know their rates are always the lowest in a particular area AND they bug me nonstop from the time the load is booked until it's invoiced. Yeah, they rush me to get the paperwork in for a load they won't pay for 30-45 days. If carriers are shrugging you off, maybe the issue isn't them, maybe your rates just don't pay for the service you want. "

You are pointing fingers, making assumptions and your comment isn't productive. If you have a real suggestion on how communication can be better, I'm all ears.

Replied on Wed, Jan 24, 2024 at 11:37 AM CST
+ 3
Quote: "You are pointing fingers, making assumptions and your comment isn't productive. If you have a real suggestion on how communication can be better, I'm all ears. "

I'm not pointing fingers. All I am saying is there are brokers who treat me really good on rates and when they email, call, or text, I answer them back immediately.

I am also saying that I am not so quick to reply to problematic brokers. I will not call anyone out, but carriers know there are brokers who just pester you to no end and the load doesn't even pay that well.

I don't know what your rates are. But you do get what you pay for.

I'm not on the broker end of things, so I have no idea what other carriers are like. I have heard stories, but I don't know.

But this is a very tight community in a niche industry. Everyone knows everyone.

I have brokers I can reach 24 hours a day on their personal cell if there is a load issue and then I have brokers who answer the phone 9-4 Mon-Thurs and 9-noon on Friday and they have the "screw the driver if a load number is bad, they can wait" attitude. Fortunately there are not many I deal with like that, but it has happened more than once. There are good an bad on both sides of this fence.

I'm not pointing fingers. But if you were paying me good money for a load, I would bend over backwards to make sure you were happy. I would want to keep getting good loads from you.

All the brokers I deal with, I answer almost immediately.

You asked what the issue might be, I gave a possible answer and you get upset that it might not be the carrier who is the problem.

I apoligize if you feel my perspective and experience wasn't what you wanted to hear.

I value the brokers I use over and over again. I have good relationships with them. But there are a few that once is enough and I don't call them again.

Replied on Wed, Jan 24, 2024 at 01:37 PM CST
Quote: "I'm not pointing fingers. All I am saying is there are brokers who treat me really good on rates and when they email, call, or text, I answer them back immediately. I am also saying that I am not so quick to reply to problematic brokers. I will not call anyone out, but carriers know there are brokers who just pester you to no end and the load doesn't even pay that well. I don't know what your rates are. But you do get what you pay for. I'm not on the broker end of things, so I have no idea what other carriers are like. I have heard stories, but I don't know. But this is a very tight community in a niche industry. Everyone knows everyone. I have brokers I can reach 24 hours a day on their personal cell if there is a load issue and then I have brokers who answer the phone 9-4 Mon-Thurs and 9-noon on Friday and they have the "screw the driver if a load number is bad, they can wait" attitude. Fortunately there are not many I deal with like that, but it has happened more than once. There are good an bad on both sides of this fence. I'm not pointing fingers. But if you were paying me good money for a load, I would bend over backwards to make sure you were happy. I would want to keep getting good loads from you. All the brokers I deal with, I answer almost immediately. You asked what the issue might be, I gave a possible answer and you get upset that it might not be the carrier who is the problem. I apoligize if you feel my perspective and experience wasn't what you wanted to hear. I value the brokers I use over and over again. I have good relationships with them. But there are a few that once is enough and I don't call them again. "

What I was saying was your response depends on who the broker is, by your own admission. What I don't understand is why you would respond any differently when your truck was under a good or bad paying load, after you've agreed to the rate. I feel you're implying I call carriers non-stop, which I don't. If carriers would send me a quick email for pickup and delivery confirmation", that's all I ask for. I don't call you at all unless you're not answering emails, you're late or the customer has asked me to get an update. All I have been asking for in this post is how we (both brokers and carriers) can make communication better. I'm looking for solutions, not picking a fight or tearing anyone down.

Replied on Wed, Jan 24, 2024 at 07:53 PM CST
+ 1
Quote: "What I was saying was your response depends on who the broker is, by your own admission. What I don't understand is why you would respond any differently when your truck was under a good or bad paying load, after you've agreed to the rate. I feel you're implying I call carriers non-stop, which I don't. If carriers would send me a quick email for pickup and delivery confirmation", that's all I ask for. I don't call you at all unless you're not answering emails, you're late or the customer has asked me to get an update. All I have been asking for in this post is how we (both brokers and carriers) can make communication better. I'm looking for solutions, not picking a fight or tearing anyone down. "

Ask each specific carrier their preferred communication method. In my experience, texting seems to work best. Most convenient for everyone. Something urgent can be a phone call. If they don’t answer, follow up with a text. As a business, not answering your phone is a total lack of professionalism. Address it once and if they don’t improve, don’t do work with them again.
Replied on Thu, Jan 25, 2024 at 07:02 AM CST
+ 1
Quote: "Ask each specific carrier their preferred communication method. In my experience, texting seems to work best. Most convenient for everyone. Something urgent can be a phone call. If they don’t answer, follow up with a text. As a business, not answering your phone is a total lack of professionalism. Address it once and if they don’t improve, don’t do work with them again."

Thank you, Patrick. This is true for everyone - ignoring calls or messages is totally uncalled for and shows a lack of professionalism - and I think most people on here that responded assumed I was making brokers out to be without flaws. I can only speak for myself at this time and my experience.

I don't use my personal cell for work but my emails show up on my phone after-hours and my work phone has an after-hours extension that transfers calls to my cell phone. However, it's not so much about preference I wouldn't think, it's more about responding to messages if you can't get to the phone in time. And that doesn't happen a lot. It's very frustrating to not be able to clearly communicate with my customers when the carriers are not giving me updates or telling me about delays or, quite frankly, lying about it. I'm all for helping the carriers avoid fees and assist in any way I can but if they don't speak to me, I don't have anything to bring to the customer for leniency.

My husband absolutely HATES talking to anyone on the phone and he's a truck driver. But he does it because he knows it's part of the job and he wants to keep the customer and/or broker relationship he has with them in good standing, no matter how much or how little the load is paying. His reputation is very important to him.

Well I tried, guys.

Replied on Thu, Jan 25, 2024 at 07:03 AM CST
Quote: "Ask each specific carrier their preferred communication method. In my experience, texting seems to work best. Most convenient for everyone. Something urgent can be a phone call. If they don’t answer, follow up with a text. As a business, not answering your phone is a total lack of professionalism. Address it once and if they don’t improve, don’t do work with them again."

I really agree with this. Email or Text unless it is an emergency. I'm a one man show and I am on the phone all day. Nothing worse than cutting off a broker so someone can ask something they could have texted.

I find it works the best. Phone calls should be a last resort.

That being said, I have broker I like dealing with (and they are nice people), except... 3 people tend to bomb me at once. Email, Text, and telephone call all within a couple of minutes from 3 different people. Once I had to cut the call short only to answer the phone to a call from the same office asking the same question.

Replied on Thu, Jan 25, 2024 at 08:19 AM CST

Why are you calling the drivers directly and not dispatch? I dont give the cell numbers to my trucks to any Shipper or Broker. You have a question, you call dispatch. You can get an update anytime through dispatch as everything is on GPS. We dont need a Broker harassing our drivers considering all the other crap they have to go through out on the road.

Replied on Thu, Jan 25, 2024 at 09:03 AM CST
Quote: "Could always leave a voice-mail with the carrier or driver. Lack of communication goes both ways too."

I hope this texting and e-mailing is being done from an office desk and not the driver's seat of a moving truck. Call me. If I don't answer, leave a message. I generally don't answer calls from numbers I don't recognize. Nearly no one leaves a message so I assume they are bullshit calls.

Replied on Thu, Jan 25, 2024 at 11:13 AM CST
- 1
Quote: "Ask each specific carrier their preferred communication method. In my experience, texting seems to work best. Most convenient for everyone. Something urgent can be a phone call. If they don’t answer, follow up with a text. As a business, not answering your phone is a total lack of professionalism. Address it once and if they don’t improve, don’t do work with them again."

If that worked she wouldn’t be here looking for answers, my guess is the problem is massive in scale and she is feeling overwhelmed at this point, there is revolving door of carriers at this point, I sometimes question how many are even capable of communicating in English based on what I’ve seen.
Replied on Thu, Jan 25, 2024 at 12:03 PM CST
- 1
Quote: "I hope this texting and e-mailing is being done from an office desk and not the driver's seat of a moving truck. Call me. If I don't answer, leave a message. I generally don't answer calls from numbers I don't recognize. Nearly no one leaves a message so I assume they are bullshit calls."

More than once I was driving in heavy traffic or blinding snow and the phone went nuts, same number calling repeatedly, so I pull off the road to answer it and it’s a broker I’ve never done business with in some other part of the county I don’t ever go to, calling for a rate quote or looking for capacity. The second your authority gets uploaded the phone never stops, every one wants to sell you something, yet none will leave a message.
Replied on Thu, Jan 25, 2024 at 02:08 PM CST
Quote: "Why are you calling the drivers directly and not dispatch? I dont give the cell numbers to my trucks to any Shipper or Broker. You have a question, you call dispatch. You can get an update anytime through dispatch as everything is on GPS. We dont need a Broker harassing our drivers considering all the other crap they have to go through out on the road."

I call drivers when dispatchers aren't responding to calls or emails. And dispatchers aren't always honest with me either so I'm not sure why this is a big deal about calling drivers. I had a dispatcher that lied through her teeth and the drivers got fed up with her and started calling me directly. The load was a week late and she told them I gave them a week extension. Meanwhile, I gave them a one DAY extension...The customer was livid and the driver was mortified.

I also had someone call me that had picked up a power only and tell me the brakes weren't working on the trailer and the driver wanted more $$ to haul it to IA that way. I instructed them to get the trailer serviced right away for their safety and send me the info for the shop so the payment could be made over the phone. They never sent me anything, haven't responded to my emails and the receiver told me today the trailer was delivered and the brakes are fine. So they were just trying to get paid more and lie to me. And that came from the dispatcher, not the driver.

This is what I have been experiencing A LOT lately and no one can explain why. But everyone will complain later when brokers/customers/shippers/receivers get stricter on their requirements on who can haul a load.

Replied on Thu, Jan 25, 2024 at 03:37 PM CST

It is a big deal calling drivers. Theres an order of operations that must be followed. The driver takes direction from the dispatcher, not a broker or a shipper. Theres always 2 bookends to a story. How many times are you calling your carriers, how many times are you calling the drivers for updates etc.

Replied on Thu, Jan 25, 2024 at 03:47 PM CST
Quote: "It is a big deal calling drivers. Theres an order of operations that must be followed. The driver takes direction from the dispatcher, not a broker or a shipper. Theres always 2 bookends to a story. How many times are you calling your carriers, how many times are you calling the drivers for updates etc. "

Further up this thread I said I don't call carriers at all unless they're not answering emails. I call dispatchers first. I don't call 20 times in a row until they answer the phone. But if you go a whole day without responding, I'm calling the driver to find out what's going on. I never said I boss the driver around, which seems to be what you're implying. When I need an update, I need an update. If you can't provide that as the dispatcher, I'm calling your driver. If neither of you answer, I'm looking for another number for your company to speak to the owner. It's ridiculous that anyone should have to go to those lengths to get a response out of you. And 9 times out of 10, no one is answering because they're trying to be sneaky. I have yet to finally get a response from someone that's been ignoring me and find out the load delivered on time without issue. So again, HOW CAN COMMUNICATION BE MADE BETTER?

Replied on Fri, Jan 26, 2024 at 09:08 AM CST

Yesterday I got a call for a " When is that load going to be here". He as was on the pit waiting to unload. Comunication?? Tracking is another BS annoyance, for another day.

Replied on Fri, Jan 26, 2024 at 11:52 AM CST
Quote: "Yesterday I got a call for a " When is that load going to be here". He as was on the pit waiting to unload. Comunication?? Tracking is another BS annoyance, for another day."

Did you tell them the driver was on-site when he got there? Or are you just complaining that they asked you?

Replied on Fri, Jan 26, 2024 at 11:52 AM CST
- 1
Quote: "Further up this thread I said I don't call carriers at all unless they're not answering emails. I call dispatchers first. I don't call 20 times in a row until they answer the phone. But if you go a whole day without responding, I'm calling the driver to find out what's going on. I never said I boss the driver around, which seems to be what you're implying. When I need an update, I need an update. If you can't provide that as the dispatcher, I'm calling your driver. If neither of you answer, I'm looking for another number for your company to speak to the owner. It's ridiculous that anyone should have to go to those lengths to get a response out of you. And 9 times out of 10, no one is answering because they're trying to be sneaky. I have yet to finally get a response from someone that's been ignoring me and find out the load delivered on time without issue. So again, HOW CAN COMMUNICATION BE MADE BETTER? "

When did the problem first start? When did it become intolerable? What do you think changed? Did it become more of a problem after rates dropped? Or regulations were introduced? What do you think is driving the problem?
Replied on Fri, Jan 26, 2024 at 12:12 PM CST

If I see that I'm running late or will be delayed for whatever reason, I feel it is MY RESPONSIBILITY, as a driver, to let the broker know ASAP. No big deal, just let 'em know! Communication is key.

Replied on Fri, Jan 26, 2024 at 12:48 PM CST
Quote: "If I see that I'm running late or will be delayed for whatever reason, I feel it is MY RESPONSIBILITY, as a driver, to let the broker know ASAP. No big deal, just let 'em know! Communication is key."

We need more drivers like you!

Replied on Fri, Jan 26, 2024 at 12:49 PM CST
+ 1
Quote: "When did the problem first start? When did it become intolerable? What do you think changed? Did it become more of a problem after rates dropped? Or regulations were introduced? What do you think is driving the problem?"

It's always been a problem but it's been worse lately. Whatever the rates are (which believe it or not, the brokers rarely have control over), carriers shouldn't take loads that don't pay what they need to keep their business going. And for some on here to say they'll basically ignore the broker if the rate sucks, that's completely absurd. No one can force you to take a load if you don't agree with the pay. I literally take the minimum I can while satisfying the brokerage's requirements to give carriers the best rate possible. In any case, communication is part of the job and it's unacceptable that it's so lacking.

Replied on Fri, Jan 26, 2024 at 01:23 PM CST
Quote: "Did you tell them the driver was on-site when he got there? Or are you just complaining that they asked you? "

Of course

Replied on Fri, Jan 26, 2024 at 04:11 PM CST
- 1
Quote: "I rarely get a call back. My emails go unanswered a lot of time. Is there any other advice you'd have for anyone here? "

Only work with carriers that communicate, even though they may not be the cheapest.

Replied on Sat, Jan 27, 2024 at 12:20 PM CST

Don't get me started communication goes both ways of course I'm tired of brokers just wanting to text me and not talk to me I drive for a living so I need to not have my hands texting back and forth call me I got a headset and I can talk and relay my information easier with you guys by voice it is very annoying when a broker will only use text or email and not talk to you personally and you have to wait and wait and wait for a text to come back or whatever I'm having this happening right now and it's pissing me off rants over have a good day and remember communication goes both ways

Replied on Sun, Jan 28, 2024 at 03:08 PM CST
- 1
Is communication tied to quality of service? Is there a link between quality and price? Is it reasonable to expect the price to drop but not the quality? If you are a vegetarian and the only food you can find is meat would you stop eating? Or accept what is available to survive? How would you feel if someone told you nobody is forcing you to eat the bugs? It’s your choice.
Replied on Sun, Jan 28, 2024 at 03:09 PM CST
- 1
A carrier may accept a lower rate, but their driver who is paid on percentage will most certainly not be happy about a reduction in pay, most of the time that leads to turnover and insurance problems, putting the carrier out of business. We often hear industry and government talk about DATA, well what does the DATA show since deregulation? Why does everyone suddenly now want to ignore the DATA? Why can’t this industry compete with other industries and raise its rates to solve its problems? Pull itself up by the boot straps?
Replied on Mon, Jan 29, 2024 at 09:42 AM CST

So what I'm getting is all different preferences here on communication. But can ANYONE tell me why emails & calls go unanswered and not returned? Can ANYONE tell me why they accept loads they find too cheap and then provide poor service? Can ANYONE tell me why poor service is provided even when the rate is awesome? Or why this is coming across as something I'm doing wrong as a broker rather than the lack of communication I get from carriers, especially lately? The broker is always wrong, right? HA.

Replied on Mon, Jan 29, 2024 at 09:53 AM CST
+ 1
Quote: "So what I'm getting is all different preferences here on communication. But can ANYONE tell me why emails & calls go unanswered and not returned? Can ANYONE tell me why they accept loads they find too cheap and then provide poor service? Can ANYONE tell me why poor service is provided even when the rate is awesome? Or why this is coming across as something I'm doing wrong as a broker rather than the lack of communication I get from carriers, especially lately? The broker is always wrong, right? HA. "

Freight Tec

Is this the company you work for? They do not even list Hopper as what they do. They list Van, Container, Reefer, and Cars.

This thread has gone off the track of whatever you were hoping to accomplish. You wanted to blast carriers this whole thread and it blew up on you. You might try to locate a broker forum who will tell you what you want to hear.

Hopper is not the same as Van/Reefer/Container.

99% of the brokers/Shippers/Receivers I deal with in the hopper world are respectful and personable. The complete opposite of Van/Reefer where you are treated like garbage by everyone.

Good luck in your search for answers.

Replied on Mon, Jan 29, 2024 at 11:41 AM CST
Quote: "Freight Tec Is this the company you work for? They do not even list Hopper as what they do. They list Van, Container, Reefer, and Cars. This thread has gone off the track of whatever you were hoping to accomplish. You wanted to blast carriers this whole thread and it blew up on you. You might try to locate a broker forum who will tell you what you want to hear. Hopper is not the same as Van/Reefer/Container. 99% of the brokers/Shippers/Receivers I deal with in the hopper world are respectful and personable. The complete opposite of Van/Reefer where you are treated like garbage by everyone. Good luck in your search for answers. "

So communication should be different with different types of freight? I don't see anywhere that I've been disrespectful, as you're implying. And no one (brokers or customers) should be treating anyone any differently by what type of freight they're hauling. I'm sorry anyone would have to go through that. This post is supposed to be about communicating better when you're on a job and it went off the rails all on its own.

Replied on Mon, Jan 29, 2024 at 11:41 AM CST
Quote: "Freight Tec Is this the company you work for? They do not even list Hopper as what they do. They list Van, Container, Reefer, and Cars. This thread has gone off the track of whatever you were hoping to accomplish. You wanted to blast carriers this whole thread and it blew up on you. You might try to locate a broker forum who will tell you what you want to hear. Hopper is not the same as Van/Reefer/Container. 99% of the brokers/Shippers/Receivers I deal with in the hopper world are respectful and personable. The complete opposite of Van/Reefer where you are treated like garbage by everyone. Good luck in your search for answers. "

BOOM…..MIC DROP 😳 😎 I just about spit my coffee all over the computer! Way to go Terry!😂😂😂
Replied on Mon, Jan 29, 2024 at 11:41 AM CST
She is probably over here trying to recruit trucks, how many phone calls did she get from this thread? There is a reason she keeps provoking people.
Replied on Mon, Jan 29, 2024 at 01:28 PM CST
Quote: "She is probably over here trying to recruit trucks, how many phone calls did she get from this thread? There is a reason she keeps provoking people."

Definitely not. I don't really want to work with any of you, with the way you view brokers and bash them. I feel like I'm talking to a bunch of children. So much for a productive, professional conversation on how to improve our performance with one another. Lesson learned.

Replied on Mon, Jan 29, 2024 at 01:28 PM CST
Quote: "BOOM…..MIC DROP 😳 😎 I just about spit my coffee all over the computer! Way to go Terry!😂😂😂"

It was the last snarky line "The Broker is always wrong" that even made me respond. I have been staying out of this since my initial response.

No one is the boss in this industry. We are all accountable to someone. Broker are accountable to their customers. Carriers are accountable to brokers and their drivers.

Drivers are accountable to the carrier they work for.

AND.. Shippers and Receivers SHOULD be accountable for detention.

We have to work together and understand that things happen beyond our control (sometimes way too much is out of our control). The only thing that is not out of our control is civil communication.

Breakdowns are the biggest hassle. Trucks, recievers, shippers. Breakdowns are unavoidable and people try to fix them as quick as possible. I have know shipper/recievers to be broken down for days and trucks are held hostage, It happens. We all just try to be understanding.

Jumping on a forum and complaining about "every carrier" is about as productive as a carrier saying "every broker". Generally I'll say something like, "I have a broker I deal with that..." Not, "Why do all these brokers <insert negative comment here>". Do I think the OP has had issues with a carrier or carriers, I don't doubt it, I have heard stories from brokers that I have close relationships with. But is the OP if having issues with every carrier they deal with, then I wonder why. I do not have issues with every broker I deal with and I sure would not make a post dedicated to ripping on one broker.

I can tell when I'm dealiing with a broker who isn't primarily hopper, they have different attitude and they simply do not understand the business and how to communicate effectively.

As I stated, Van and Reefer is a whole different world of brokers, shippers, and receivers. You can't treat hopper guys that way, it does not work. I understand the need to babysit a mega with first year student drivers. You do not need to babysit guys with a decade out here doing hopper. Just let them do their job. A majority of guys will communicate delays pretty quickly.

That being said, I have had my share of issues with drivers coming from the Van/Reefer world and it takes them time to understand the differences in hopper. Be nice, no matter what be nice. The aggro attitudes, so common in van and reefer, do work in hopper.

I had to look up the OP's company because I have never seen a broker come into this small community of Bulk and just start blanket ripping on carriers. This is too small of a community to do that.

I wish the OP good luck in trying to learn the bulk community.

Replied on Mon, Jan 29, 2024 at 02:43 PM CST

Funny how there are 23 people that upvoted my first comment in this thread and only 1 didn't. I've heard excuses left and right, the most absurd being "it's illegal to talk on the phone when you're driving" as to why a driver wouldn't answer the phone. No broker is going to buy that. It's completely unacceptable. You're not going to tell me dispatchers never speak to their drivers because they can't talk while they're driving. Show of hands - how many drivers DON"T have a headset? I'd bet my next pay check the drivers are on the phone most of the day, USING THEIR HEADSETS, talking to the family they barely get to see or the people that sign their pay checks. This is the kind of crap I was talking about....always excuses, never a productive discussion or a real reason as to why this is such an issue.

Replied on Wed, Jan 31, 2024 at 07:03 AM CST
So you want better communication? Well, this can go both ways. Seeing how when drivers reach out to brokers, shippers, or traders, and they wait sometimes all day for a response, they don't really worry so much about timely responses themselves. Since they don't get a timely response. Or drivers will get a response of give me a minute and then an hour or 2 later you get a response. When drivers start seeing better communication from the other side, they might start communicating better. But with the lack of communication now, most tell me they really don't care since the broker, shipper, traders don't care. Drivers used to care more before they were looked at as expendable. Good drivers aren't expendable. And good drivers aren't cheap. Yet brokers, shippers, traders not all but the one driving rates down has shoved out the good drivers to be replaced with bad ones. This will continue until that changes. When drivers are treated better, I believe this will change since there will be better drivers. But good drivers that communicate aren't around much since the rates dropped. It's all about you get what you give. Good drivers aren't cheap, and cheap drivers aren't good.
Replied on Wed, Jan 31, 2024 at 10:38 AM CST
Quote: "Funny how there are 23 people that upvoted my first comment in this thread and only 1 didn't. I've heard excuses left and right, the most absurd being "it's illegal to talk on the phone when you're driving" as to why a driver wouldn't answer the phone. No broker is going to buy that. It's completely unacceptable. You're not going to tell me dispatchers never speak to their drivers because they can't talk while they're driving. Show of hands - how many drivers DON"T have a headset? I'd bet my next pay check the drivers are on the phone most of the day, USING THEIR HEADSETS, talking to the family they barely get to see or the people that sign their pay checks. This is the kind of crap I was talking about....always excuses, never a productive discussion or a real reason as to why this is such an issue. "

Save yourself Kim. Get out of the "mud".

Replied on Wed, Jan 31, 2024 at 10:38 AM CST

back in the day it was called "polling your trucks". every morning you call on your loads to see if they are: loaded/en route/delivered. you talk to the carrier dispatch and you make your notes and act on them accordingly. doesnt everyone do this?

Replied on Wed, Jan 31, 2024 at 01:47 PM CST
Quote: "Save yourself Kim. Get out of the "mud"."

ever try texting? that way they always see it even if they are in a bad coverage area. It saves time and safety as the driver can actually answer you via voice text or when he is stopped, i use texting lots as now both of us have a record of what was asked and what was said. trying to control how drivers talk to you isnt very helpful as they are driving a truck or out loading/offloading. it really helps to visualize what a trucker's life is like. they dont sit at a desk like we do.

Replied on Wed, Jan 31, 2024 at 02:12 PM CST
+ 1
In her original post she asked for insight as to how or why (depending on interpretation) the problem happens, as well as solutions to deal with the problem, carriers provided examples why a driver may not answer immediately, I.e bad weather, company safety policies etc, they also provided solutions to the problem that ranged from texting to just stop doing business with problem companies ( probably the best solution), in return her responses became sarcastic comments, NTSB would probably view this as coercion, the drivers and carriers have been portrayed here as a bunch of slackers, well let’s review the facts, the drivers in this industry work twice as many hours as everyone else in the economy for half the pay, divide the yearly income in terms of hours worked, they are held to the highest standards, no more than two minor moving violations in three years and they are routinely drug tested, they are held to higher standards than most law enforcement, they are the cream of the crop in the labor force, in fact they are such dedicated and devoted employees that government has to hold them back and cap their hours at 70, as for the carriers they are expected to do the impossible and hold it all together, they are expected to achieve objectives that no other employer can accomplish, but instead of gratitude we get attitude.
Replied on Wed, Jan 31, 2024 at 04:32 PM CST

i dont think rates matter in this instance. if you take a load and agree to it, your service should the same as any other load, falling back on cheap rate excuse is just plain lame and shows lack of service attitude.

Replied on Wed, Jan 31, 2024 at 04:32 PM CST

Your clearly hiring the wrong trucks to haul for you.

Replied on Thu, Feb 01, 2024 at 07:05 AM CST
- 1
Quote: "There are some interesting reviews on fastburn.com."

Actually I got that wrong, it’s Trustburn.com that has the reviews, and there’s plenty.
Replied on Thu, Feb 01, 2024 at 07:05 AM CST
- 1
There are also some on better business beuro.
Replied on Thu, Feb 01, 2024 at 07:05 AM CST
- 1
There are some interesting reviews on fastburn.com.
Replied on Thu, Feb 01, 2024 at 07:06 AM CST
- 1
Quote: "i dont think rates matter in this instance. if you take a load and agree to it, your service should the same as any other load, falling back on cheap rate excuse is just plain lame and shows lack of service attitude."

Are you honestly going to tell us that you wouldn’t have attitude if your pay got cut by substantially Nancy? The drivers who work for carriers that take these loads don’t have the option to refuse them, they are employees under forced dispatch paid on a percentage, there in lies the bulk of the problem. Nobody is forcing the broker to work with anyone, it’s their choice.
Replied on Thu, Feb 01, 2024 at 10:20 AM CST
Quote: "Are you honestly going to tell us that you wouldn’t have attitude if your pay got cut by substantially Nancy? The drivers who work for carriers that take these loads don’t have the option to refuse them, they are employees under forced dispatch paid on a percentage, there in lies the bulk of the problem. Nobody is forcing the broker to work with anyone, it’s their choice."

i have had my revenue slashed many times by competition, and you are right i do not choose to deal with customers whose loads are not fairly rated to the truck. it's business. As for the drivers, well, i have no control over how the company treats their staff.

Replied on Thu, Feb 01, 2024 at 11:34 AM CST
Quote: "Actually I got that wrong, it’s Trustburn.com that has the reviews, and there’s plenty."

I spit out my coffee all over my keyboard... I'll send you the bill...

From the Reviews on Freight Tec

"They don't respond to calls or texts for days at a time..."

Replied on Thu, Feb 01, 2024 at 01:15 PM CST
- 1

It seems our frien Kim has a history of stirring the pot here in the forums. Here is a blast from the past that pretty much ended as well as her current offering.🤦‍♂️

Late fees

Jan 20, 2020 at 05:01 PM CST
Undo + 34 - 7

Hello, everyone. I've been a broker for a couple of years now and would like to share my side of things as far as late fees go. We as brokers apply late fees to avoid being personally penalized by our customers for a carrier delivering late. My question to all the carriers is, why fight over it? If it's clearly stated on your rate con, you've been informed from the moment you booked the load. In my experience, A LOT of carriers don't tell the broker they're running late and don't answer their phone or email. I don't get it. To build a good relationship with brokers and customers, why not tell them what's going on? The customer is ultimately the one that decides whether or not the rate is going to get cut and if no one can get a hold of the carrier, it's almost definitely going to be cut. This also hurts my relationships with my customers. I've actually been asked why I "couldn't get my carriers under control". I've had to take a lot of the blame when it comes to unresponsive carriers and I'm seeing a lot of forums on here badmouthing brokers.

My husband is an owner-op so I see the carrier side of things as well. I'm so on top of him with his paperwork, I will read over his paperwork completely because I don't want any surprises when it comes to rate reductions. If we're late ever, I tell the broker RIGHT AWAY. They can always get in touch with me or my husband for updates. I would never not respond and put us in a position where the broker will take money off. To date, my husband has NEVER had any money taken off. Communication is so important.

One other thing that nags at me and I wanted to put out there....Late paperwork submission fees. I always put this on my rate cons and the carriers sign them easily. But when I'm waiting a month or so and the carrier STILL hasn't sent in their POD after several attempts on my part to obtain it, I've put in time that goes unpaid trying to track the carrier down. Just as carriers want to be paid for their time, so do I. I shouldn't have to spend hours trying to get someone to answer their phone or email to get paperwork that I should have already received. Carriers try to bully me and get nasty when there are rate reductions and it is so uncalled for. It's no different than paying an overdraft fee from your bank or owing more on your rent for paying late.

I would love to see everyone work together and stop badmouthing each other, carriers and brokers alike. There's no reason EVER for people to be calling up and screaming and cursing at each other. Totally unprofessional.

Replied on Sat, Feb 03, 2024 at 12:04 PM CST
- 1
Quote: "It seems our frien Kim has a history of stirring the pot here in the forums. Here is a blast from the past that pretty much ended as well as her current offering.🤦‍♂️ Late fees Jan 20, 2020 at 05:01 PM CST Undo + 34 - 7 KIMBERLY GRAY FREIGHT BROKER Hopewell Junction, NY Member Since: Jul, 2019 48 Posts, 2 +, 4 - Hello, everyone. I've been a broker for a couple of years now and would like to share my side of things as far as late fees go. We as brokers apply late fees to avoid being personally penalized by our customers for a carrier delivering late. My question to all the carriers is, why fight over it? If it's clearly stated on your rate con, you've been informed from the moment you booked the load. In my experience, A LOT of carriers don't tell the broker they're running late and don't answer their phone or email. I don't get it. To build a good relationship with brokers and customers, why not tell them what's going on? The customer is ultimately the one that decides whether or not the rate is going to get cut and if no one can get a hold of the carrier, it's almost definitely going to be cut. This also hurts my relationships with my customers. I've actually been asked why I "couldn't get my carriers under control". I've had to take a lot of the blame when it comes to unresponsive carriers and I'm seeing a lot of forums on here badmouthing brokers. My husband is an owner-op so I see the carrier side of things as well. I'm so on top of him with his paperwork, I will read over his paperwork completely because I don't want any surprises when it comes to rate reductions. If we're late ever, I tell the broker RIGHT AWAY. They can always get in touch with me or my husband for updates. I would never not respond and put us in a position where the broker will take money off. To date, my husband has NEVER had any money taken off. Communication is so important. One other thing that nags at me and I wanted to put out there....Late paperwork submission fees. I always put this on my rate cons and the carriers sign them easily. But when I'm waiting a month or so and the carrier STILL hasn't sent in their POD after several attempts on my part to obtain it, I've put in time that goes unpaid trying to track the carrier down. Just as carriers want to be paid for their time, so do I. I shouldn't have to spend hours trying to get someone to answer their phone or email to get paperwork that I should have already received. Carriers try to bully me and get nasty when there are rate reductions and it is so uncalled for. It's no different than paying an overdraft fee from your bank or owing more on your rent for paying late. I would love to see everyone work together and stop badmouthing each other, carriers and brokers alike. There's no reason EVER for people to be calling up and screaming and cursing at each other. Totally unprofessional. "

In this case what the broker did was announce to the world that their customers are unhappy with their service, and that likely invited all their competitors to move in and solicit their customers, free market capitalism holds everyone accountable, management starts at the top.
Replied on Mon, Feb 05, 2024 at 02:37 PM CST

How many times, in nomal conditions, should you dispatcher/broker communicate on any given load ?

If say, i as a dispatcher, accept a load from a broker a week before it ships. And the broker asks me "we good for tomorrow?" the night before, then "loading go good?, You on time?" day of... i consider that good enough

Brokers who ask me the day before, the morning of, mid morning of, early afternoon of, evening of, and the following morning about a load... then harrass me because i dont turn in my paper work the same day i deliver... drive me crazy

As a small company... i dont have someone just chasing down truck positions every other hour. and if we did, im sure we would have more driver turnover. You gotta leave those drivers alone to do their thing. As a small company, we have to run our own race... and sometimes that means not responding to you on the 5th time of the day that you are just "checking in" to see if our eta has changed 30 min. That also means we will turn in our paperwork at the beginning of next week, after our drivers turn in their tickets over the weekend... which is our program. Rather than change everything we are doing to match your program for the 1 load a quarter we haul for you that paid 1 dollar a mile.

If its so critical, that a load meet an appointed unload time... say it up front before the load is booked. Not hide it in some fine print on a rate con. I expect to hear the abc's of what is important to you on the phone before we book the load. Half the time, a broker wears me out about my eta over a 500 mile trip and we get there and the "bin is full" or "that wasnt scheduled to arrive till tomorrow".

Sometimes it feels like you must have a little more time on your hands than i do.

this isnt directed at anyone in particular... just the way the business works.

Replied on Wed, Feb 07, 2024 at 07:08 AM CST
Quote: "I don't see where anyone has offered a solution to get better communication between brokers and carriers. That's what this post is for and this isn't productive. "

Put it on your rate-con LATE DELIVERY WILL RESULT IN PAY CUT. They will call then or they will pay.

Replied on Wed, Feb 07, 2024 at 07:08 AM CST
Quote: "Your running a business not a kindergarden grow up answer your phone. "

Some brokers will wear out your phone. These brokers are the ones who have ruined it for the rest, and what about the ones who call all the time and cant speak english!?!

Replied on Wed, Feb 07, 2024 at 08:46 AM CST

talk about lack of communication i am trying to get a load and i cant even get a broker to answer the phone or even an email response!!! i have been home since saturday afternoon i even posted my truck out ready to go yesterday so what gives??? are they running their favorites or what?this is getting old its a shame that i found something i love doing and i may have to give up and sell out due to lack of communication on their part alot of us can not do business by text or email cuz we are trying to drive i am sorry that im a one man show but can't afford to hire someone to babysit the phone or email via text so i dont think its fair to put the blame on just the carriers for lack of communication and especially when the weekend rolls around and we are out working theirs no one to answer the phone when theirs a problem concerning the load it's a 2 way street

Replied on Wed, Feb 07, 2024 at 03:40 PM CST

Our little company its just me and my husband. I take care of all the office work, I dispatch, I'm HR, I'm accounting, and I'm safety. My husband is the driver. Its my job to handle everything INCLUDING ALL PHONE CALLS!! I myself was a driver at one time. I know ALL the headaches they have to deal with out there. I do not talk to my husband unless its an emergency or when he's done driving for the day (at this point its on a personal level). I have my job and take care of the home front and he has his job. TO FOCUS ON CARRING 40 TONS FROM POINT A TO POINT B SAFELY AND NO DISTRACTIONS FROM A BROKER HOUNDING HIM!!

If there are special instructions such as a delay on paperwork, I will let him know. Now, there are times he's not able to get paperwork mailed off when an impatient broker wants it. Schedules dont always match up. The trucking industry is 24/7, the mail is not! He gets the paperwork in the mail as soon as he can. When he's able to get it in the mail he'll call me so I'll know when to start looking for it.

If there is a delay in delivery he'll call me and let me know. He'll explain what is going on and together we'll make an executive descision on if plans need to be changed. If he does not call me, I'll know everything is on track.

This is how we have a smooth operation. Yes we've had other drivers but with this wonderful government we have today, we've had to let them go and sell our equipment. I told my drivers, I'll let him know the information, pick it up, deliver it and call for the next load. Any problems arise to let me know as soon as they can and we'll go from there. We're all adults we dont need to keep constant tabs on everyone.