Communication plays a crucial role in the success of any business, but it’s especially important for trucking companies. Clear and effective communication practices ensure that everything from dispatch to scheduling runs smoothly.
Why Communication is Crucial in the Trucking Industry
Trucking companies have many moving parts. Drivers are often scattered throughout the region or country. Dispatchers and other employees monitor drivers and manage and schedule loads. Shipments can be delayed by variables that are out of anyone’s control.
Communication is the key to keeping all these working parts running smoothly and efficiently.
With good communication:
1. Operations Run More Efficiently
When everyone is on the same page, operations run more cohesively. Truck drivers spend much of their time on the road. The social isolation of the job can make communication challenging.
Working to improve communication among your team can help ensure that drivers are up to speed on important things. In addition, practices such as scheduling deliveries, updating load boards and monitoring driver progress can help keep everyone on track.
Communication can also ensure that drivers understand protocol changes at pick-up or drop-off locations. Drivers may not always be up to date on the latest trucking news, so relaying important updates and changes can prevent confusion and frustration.
Without clear and concise communication, truckers can quickly become frustrated and feel as if they are driving blindly.
2. Problems are Solved Quickly
Effective communication ensures that problems are identified quickly, and steps are taken to resolve those problems before they progress into something more serious.
When delays or complications are communicated early on, your team can work together to find a solution. For example, weather, traffic, and delays at pick-up/drop-off can all impact a driver’s ability to get a shipment to its destination on time or head out to their next pick-up location. Clearly communicating delays ensures everyone is on the same page.
Problems can also arise when picking up or dropping off loads. Damaged cargo, for example, needs to be communicated immediately and documented.
3. Customer Satisfaction is Improved
Effective communication ensures that loads get where they need to go with minimal delays and complications. When shipments arrive intact and on-schedule, customer satisfaction is improved.
How Truckers, Employees and Managers Can Improve Communication
To keep employees happy and business growing, it’s important for trucking companies to establish effective communication practices.
1. Make Sure Communication is Clear and Concise
All communication, whether it’s with drivers or other employees, should be clear and concise. Unclear communication may get lost in translation and either misinterpreted or ignored entirely, which can lead to delays or other complications.
Many drivers express frustration with dispatchers using abbreviations or shorthand they don’t understand. However, communication practices should be clear and consistent across the board. For example, if dispatchers are using shorthand for the sake of conciseness and brevity, make sure that drivers understand the language.
Dispatchers, employees, and drivers should also verify that their messages are received and understood to avoid confusion.
2. Take Advantage of Digital Communication Tools
Smartphones and the Internet have made it easier to communicate with drivers.
Fleet management solutions like the Omnitracs Intelligent Vehicle Gateway, Verizon Connect or Samsaraprovide drivers with hands-free critical information. Tools such as these also help with navigation, Hours of Service tracking, fault monitoring, inspection reports, critical event reporting, real-time tracking and more. Drivers can also accept load assignments and view trip information at a glance.
With these tools, drivers can easily maintain communication with the back office.
Trucking companies can also increase communication through the use of:
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- Text messages
- Emails
- Phone calls
- Social media platforms
Knowing which method of communication to use is equally as important as the communication itself. Texts and emails can help relay more complicated or lengthy messages more effectively. Written communication is something drivers can refer back to. Important information may be lost or forgotten during phone calls.
Using the right tools, the right way can help increase communication and keep your operation running smoothly.
3. Make Communication A Part of Your Culture
Emphasize the importance of communication and make it a part of your company culture. Create checklists for drivers and employees, reminding them to check in at specific points. For drivers, this could be:
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- Drop-offs
- Pick-ups
- Rest stops
These checklists can help ensure that dispatch and drivers check in regularly, but not too often. Drivers and employees will follow your lead, so everyone should be making an effort to communicate regularly and clearly.
When communication is part of the job, it becomes second-nature to everyone on your team.
4. Use Video Conferencing
When it comes to driver communication, face-to-face interaction isn’t always possible. Video chat is the next best thing. Schedule quick video chats with drivers at times that are most convenient for them. These chats can provide some human interaction and give drivers a chance to express any concerns or issues they may be experiencing.
Checking in with drivers, especially when they’re in between routes, can help them feel appreciated and valued.
Communication is Key
Communication is key in the transportation industry. Without effective communication practices, dispatchers, drivers, schedulers, and other employees can quickly become frustrated and confused. Clear, open communication ensures that everyone is on the same page, so operations can run smoothly.
Trucking companies should take advantage of all of the tools at their disposal and make communication an important part of company culture. Doing so can help cultivate a positive work environment while improving customer satisfaction and employee retention.
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