swift DM

What terminal is your current DM at? I think the terminal makes a huge difference. I'm based out of Lewiston, and treated like a human. Some days an annoying human, but... [wry grin]

I think your DM relationship IS important. They are basically your ambassador to the administration. They are supposed to find out answers to your questions (what is the layover policy anyway? I only ever wonder this on weekends!), they can get missing pay authorized (I forgot a border crossing macro, please pay me!), and most importantly negotiate with the CSRs. And the planners, but it's the CSRs that cause me more problems (delivery window 8am-5pm, but receiving closed at 3pm)!

FWIW, when I went through orientation, we were told we could always ask to change DMs. Maybe that was just Lewiston, a small town, understanding people aren't always a good fit, no fault of either.

 

I've only had 3 DM's, and I have had no problems with any.

(Well, maybe 4, since I am now in a pod with 2 DM's)
I don't call any more than necessary, because they are always too busy. Once or twice a week.
But when I do, all I have to say is - "Hi, it's Duane", and they have me on their screen ready to help.

I guess I'm one of the lucky ones.

 

Lady Volvo, they treat and speak to the new drivers like they're children because frankly most of the new drivers act and think like kids. It is up to you to prove to your DL that you are a capable, functional adult. Your actions will speak volumes about you. Always be courteous, even when you are mad as hell. Like the others have said, keep up with what you need to do, don't be one of the kids that has to be reminded to do this and do that. We have all been where you are, stick with it a while and see how it works out. I've been at Swift over 9 years now, I am more than a number to almost everyone in the office and shop at Lancaster.

 

I always deal with my DM with the understanding that they have a very difficult job. They don't always have complete or perfect information and are doing their best to juggle the needs of customers, 60 drivers, planners, and customer service representatives... with a computer system that at times can be very frustrating. I think if you approach your communication with that understanding and a little sense of humor it can go a long long way to helping you, the DM, and the company meet the needs of the customers.

Bear in mind that situations in shipping change rapidly and are often outside the control of the DM. For example, yesterday I received and accepted two back to back dispatches, did my preplan and was ready to roll at 6:00 pm to pick up the first load, but at about 4:00 pm I received notice that both dispatches were cancelled and a new dispatch was received with a pickup the following (this) morning... supposed to be a drop and hook but turns out Swift never delivered empties to the customer, so now I have a live load.

Roll with the changes. Don't complain, just keep in mind that our job as drivers is to meet the needs of the customer.

Whenever I have feedback from a customer I always send a Freeform message to the DM so they can forward it to the CSR. Don't sit on that information. As a driver you are literally where the "rubber meets the road" in terms of customer relationships. Sales reps and CSR's don't have that face to face customers, drivers do. If a customer complains that Swift never makes appointment schedules or fails to deliver empties, then the company needs to hear about it. Freeform messages are the best tool for getting that feedback to those that manage customer relationships and will "pay it forward" for the next Swift driver that arrives to a customer with the problem resolved.

 

Lepton1: do you know if the CSRs ever get/do anything with that info? I've had some very irate customers angry at Swift who has been TOLD these are HazMat loads! (I'm not certified, by choice.) (Two very different customers for this example.) I sometimes feel I'm sending feedback into a black hole. Same with updates to local directions.

 

Sometimes I'm not sure if my DM is forwarding the information to CSR's or if the CSR's are able or willing to take on the information. I had another two situations today. First was arriving for a 06:00 appointment for a delivery only to be told by the customer they "never take delivery appointments before 08:00". After unloading I get to another customer for a drop and hook, but they don't have any empty Swift trailers and therefore will have to live load me four hours later... and they've had a request in for several empties for a while but none have been delivered.

It seems that between CSR's and planners they would start keeping track of this information. When I was a sales desk jockey I used ACT! to keep all the information about my customers straight. In a larger company the software needs to work so that the entire team can be on the same page. I'm just not confident that the Swift software is easily able to keep that information in one consolidated place for actions to be taken to keep the customer satisfied.

I also pulled a load that was about 15 lbs shy of being Hazmat today from that customer, and I don't yet have my HM endorsement.

 

I got a pplan last night for a load I can't do on-time with the hours I have coming in.
3000 miles to Mira Loma via Reno, from VA.
Planners comment's were to bobtail there and pick it up, and they would send instructions on what to do with it.

So I get to DuPont this morning and they say - no mt, no load.
I go park in the corner and call Fontana (my DM's don't get in until 0630 PST), was told the planners were contacted to find me an mt.
And hour goes by and I call again, told the same thing by another person.
Another hour goes by and I'm able to call my DM, and he sends a message.
15 minutes later I get directions for an mt - TO THE SAME PLACE I AM PICKING UP FROM!!!!!!!!!!!
Turns out there are 2 entries for that same location, but the name and address are slightly different (one doesn't even have a numbered address, it is just a highway number).
My DM is getting as frustrated as I was, and he ended up doing the search for an mt himself.
He found one 2 miles away in about 5 minutes.
I hate off hours and weekend people. They are seldom any help at all.

So I finally get my load, and it's hazmat. I had an outdated hm permit so I had to go off route a little to swig by the terminal to get the new one.

Finally on the road.
I stopped at the scale house just inside WV at the top of the hill for a brake check, and I had a leaking air canister.
Called on-road without much wait, and they had a mechanic out there within 1.25 hours. Half an hour later I was driving again with an hour left on my 14.
I made all of 250 miles today.

 

I have the same experience with the night shift. Even the planners on the night shift seem a bit daft at times.

If I ever get another "Planner's Special" load I know I'll need to look over that sucker with a fine toothed comb before accepting it. I think PS means "we screwed up and need your help". First time I ever received a PS it was night shift and was a long haul when I only had 15 hours available for the next 3 days.... which was my first clue that the software they are using is NOT capable of giving a complete driver status.

 

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