Proper Way to Handle Dispatch Problems?

I can't answer all your questions. But I will answer those I know the answers to.

Dispatch is pretty much an "auto" deal, once the load has been acknowledged. Your boys send a loaded call, the programs compute the hours needed for the speed set for that load.

Certian perimeters are "carved" in stone, in the automated section. And must be changed manually. Most times, the time allowed to complete the load is set at the time of "dispatch" by the software.

Other times, these perimeters get sent out as originally sent with the load plan. I.E. The load must deliver at 0800, set in stone. Regardless of the actual load time. A dispatcher, or team leader must manually change those.

And YES the load is generally late, unless a driver is willing to speed. Because the bonehead at the terminal can't get his *&%$ together. That's why the guy on the other end is so nice He's thrilled to get a load there within a time frame that is close to the actual instructions.

THIS is a CFI management issue.(failure to allow more time) Not Conway. Although the Conway goob at Santa Fe Springs is the biggest DA I've ever met. Your boys can only do their best, that's all.

Just tell them to document everything. Communicate via QC as much as possible, so there is a record. Make sure those bills are restamped to reflect actual load/departure times.

I would not be that concerned about a load being late, unless it was my fault. If it was poor logistics and loading. That would be their (Conway/CFI) fault.

And I realize that they have been trained to be on time every time. That is the big deal with CFI. But those I-5 corridor runs can be tricky. It's a catch 22. You're late you lose. You speed and get caught...you lose more.

 

I deliver Fed Ex, DHL, and Conway loads on a regular basis as a solo driver. These are all for the most part "Just In Time" loads. When possible, you need to be fueled, showered and ready to roll because they generally only have about 1-2 hours lee way on the ones we pull. This doesn't account for traffic. I pull out of Atlanta or head to Atlanta and now I've eaten another 45 minutes of my spare time. Once I get there I drop and hook and it might be a few hours before they get to the trailer so I know there is more time built into it that they don't want drivers to know.

I try and get to the shipper an hour before due so that hopefully I can gain time on the front end of load if I can leave earlier. I need about 1.5 hours for myself to eat nap and relieve myself on a 600 mile trip. knowing this, if I can get out a little bit earlier I'm not as worried about the Deadline.

The Late Board is the pretty much the same everywhere. The computer is artificially set at a dispatch speed of around 45mph. This is based on what might be the average transit time it takes to leave point A and arrive to point B. Obviously if you leave late but you don't stop as many times as the other drivers, you may be showing as late when in fact you will make on or close to on time delivery.

That's the business, tell them not to let it eat at them, Document everything on the qualcomm, and most importantly try not to be rude on the phone when discussing the load. When you are less then friendly on the phone that is usually when you get a late delivery charged.

 

Hmmm.... Doesn't anyone actually call the customer directly anymore???
I mean this is what I do whenever I have a load that shows an unrealistic delivery time. In many cases the receiver will tell me; "there is no set appointment time for that load. Our receiving hours are first come first served between 8 and 4."

I have caught dispatchers putting bogus appointments in the dispatch info and even gotten ticked off when they showed a 6 am delivery yet the receiver doesn't even show up until 0800. This actually happens alot.

When I have a load its my baby and I call the customer direct. I cut out the middleman whenever possible. Dispatch may not like it but thats just tough. I am a straight shooter and have much better luck talking with a receiver and explaining why I am running late rather than a customer service rep calling him and giving him a load of crap as an excuse.

There has been times when I have showed up early and the customer looks at me with a strange expression and says; "your company just called me and said you had a flat tire and were running late." I told him; "thats funny I didn't have a flat." I found out later that my onboard computer had stopped transmitting a few hours earlier and the customer service rep panicked. Of course had they called me first there would have been no reason for panic.

Don't be afraid to use that cell phone and call. Verify appointment times, receiving hours, and directions. It will make your job a whole lot easier, you just have to take the initiative.

 

That is usually the case when you are a general freight hauler. If everyone called Fed Ex or Conway every night because they thought their transit time was tight they wouldn't be happy. In fact on some of the invoices they specificly ask that you call your own dispatch with any problems this way they only get contacted when its prudent.

When hauling general freight I agree with what you say.

 

52 mph over the Siskiyou. Yeah. . . Good luck with that.

And Anheuser Busch loads are starting to piss me the heck off.

 

Yep, like most on here say cover that tail and make known the best (overestimated) estimate in a considerate and as short a way as possible and make sure the office replies with a desirable answer they may accidentally leave the driver high and dry.

Dispatch is usually trying to move hundreds of loads and hundreds of drivers in a given day and on weekends and nights it's worse because the zones collapse into smaller staffing with the same amount of trucks and freight to worry about (taking more time for communication).

Shift changes leave room for problems slipping through the cracks and sometimes things get fixed but the driver is not made aware of the fix (keep checking until satisfied with answer). It's getting everyone (drivers, dispatchers, bosses, and customers) on the same page that can be a real problem most of the time.

If your boys can figure out they can't make a load before they accept it then they should refuse it and say why. Once a driver accepts a load the driver must wear all responsibility for making sure everything gets worked out even if a customer refuses to be realistic (it does happen). Most times someone will look at a load after so many refusals and figure out the real problem and try to fix it manually or get a driver on it that can make it and appreciate the drivers for pointing it out before it becomes a real problem.

I still get plans on me while I'm sleeping and somehow after 3 hrs of sleep and no 11 or 14 remaining to answer it and be able to drive straight over and get it (even if I sent my stats in correctly). They can't always see inside the cab to see if I'm sleeping while their fingers dance away on the keyboard while stressing over a load that probably needs to be shot off on a rocket not a truck.

 

"long way to go and a short time to get there"....living by that quote for nearly five years now...the moment you know you are going to be late..start sending messages and/or making phone calls. First thing first, with any job, you have to cover your own ***