Building Trust from Day One

Consistency and Transparency are critical when hiring Professional Drivers. Most drivers have been the victim of bait and switch so often with other companies in the Industry, that they have a hard time with trust when talking to recruiters.

Our approach is to start developing the relationship from the very first phone call. Consistency in message between all recruiters and all departments through the hiring process, post-orientation, and beyond is the first step to forming the bond of loyalty between the Driver and the Company. We involve all departments in the orientation process and have established routine touch points with all departments. This not only provides support for the new drivers, but allows drivers to interact with all departments in the first 90 days after hire.

Meeting Driver Expectations to Prevent Turnover

This is the time period in which most drivers decide to leave the company. Why does this happen? Typically, the driver has expectations of pay and equipment that are not met by the new company. It has been shown that most drivers leave for issues over pay and maintenance. Does the new company provide the pay that was discussed during the hiring process? Does the driver have to clean out their truck every time they go home and slip seat into another truck when they return? Does the new company either not have a tractor for the driver or assign a truck that continually breaks down? Does the company provide supplemental pay for maintenance issues that affect the weekly pay of the driver? We can’t expect drivers to hang around for days on end without proper compensation and not start looking for a new carrier while they are sitting at the shop.

The Role of Mentorship and Support

Providing mentors for the new drivers gives them an additional layer of support with their peers. This program can be very successful especially with drivers that are new to the Industry. Encouraging drivers to reach out to each other helps them to build bonds of friendship that will support their mental health as well.

In the week before orientation starts, we cover key information and expectations with the incoming drivers so they understand the high expectations we have of them. During the first session of orientation, we also ask them what their expectations are of the Company. Again, this begins the process of cementing the relationship between the driver and the new company. Sometimes, we have to really work with the new driver to break down the walls of distrust because of their previous negative experiences with other companies. It takes consistency to build that trust and is a daily effort that all departments have to support and buy into for the continued success of the new drivers.

Utilizing Technology for Consistent Communication

We have all of this technology at our disposal and we should utilize it so we can develop these relationships into the future. We utilize video conferencing, calls, text messaging (of course, not while driving), chat, and company email address to keep those lines of communication open and the information consistent. Surveys can be a great way to gauge whether the recruiting department is presenting your pay package and expectations accurately as well. Through using these modes of communication, new drivers can begin to believe we mean what we say and can follow up on the promises presented to them during the hiring process. It is not easy building that trust and it is important to be consistent so the driver can rely on the company to be up front and honest with them.

Providing drivers with a chain of command and the contact information for those key individuals allows them to seek assistance elsewhere when they have a problem they feel is not being addressed by their direct supervisor or dispatcher. Allowing recruiters to be a point of contact post-orientation helps to drive retention because the new driver started their journey towards trust with your company through that relationship. Sometimes, drivers just need to vent because they had a really hard day dealing with other motorists, frustration with customers and load times, or they are just tired and hungry. We need to provide them with the space they need to vent on these occasions. When they reach out to the company during these times, it indicates that they trust the person they called.

Sometimes there is no solution to their problem and in these cases, a friendly ear is all they need to get back on track and calm so they can continue their load and provide the superior service to your customers we all expect. Support and Consistency will drive retention and lead your teams to success. Don’t promise what you cannot deliver and walk the walk in all situations. When you don’t know the answer to a question, let the driver know you don’t know and will follow up with the answer. In general, professional drivers just want to be told the truth and know their expectations so they can live up to them. Providing support and being consistent with all aspects of your organization will lead to loyal drivers and drive superior retention for your organization.