May 01, 2025

Good Customer Service Practices Are Survival Skills

Truckers who provide outstanding customer service have an advantage in any freight market. The tried-and-true principles are the same as they are for any other business but the best practices are critical for truckers to know and do. 
Freight recessions, shippers’ markets, and carriers’ markets come and go in trucking. Establishing good customer service habits can help you even out your loads to bring in steady business. The reason is simple: by offering shippers something more, you can escape competing on price alone. Over half of consumers believe great customer service is more important than product price, according to customer service guru Shep Hyken.
Building a reputation for outstanding service is a sure way to gain repeat shippers, referrals, and stellar online reviews. Current research into customer service from Zendesk reveals that three in four buyers will spend more with businesses that provide a good customer experience
In any freight market, there’s always a need for enterprising, fair, and dependable drivers. Here are 10 ways you can ensure you’re shippers’ and freight brokers’ go-to.
1 – Keep Customers Fully InformedTruckers are self-reliant, independent souls who like being trusted with a job and left alone to do it. This virtue can be at odds with a customer who needs reassurance that their shipment is going to be safely delivered as expected.
Over-communication is a great policy. The truth is, you may think you’re being annoying, but it is the key indicator to a shipper that they are being well-served. It’s good to establish their preferred communication means too, whether it’s text, phone, or via their driver app.
Start by confirming the origin, destination, pick-up appointment, delivery window, all contact information, and special shipping instructions.
If they’re not tracking electronically, provide location updates at the very least at the end of the day on long hauls. Update your ETA with them regularly.
2 – Be Punctual or Upfront about DelaysArriving on time is a basic. Failure is a black mark on carriers. Being on time means not being too early for an appointment. Warehouses carefully schedule pickups for dock availability and staging. Deviations from scheduling disrupt their operations.
Be on time for your pick-up or delivery appointments or alert the warehouse when you are delayed. Same for any ETA you provide. When you are running late, alert the receiver well in advance so they can adjust their plans.
Punctuality all starts with planning. Leverage a leading-edge navigation app. The Trucker Path app provides trip planning for optimized routes and precise real-time ETAs that help you offer excellent service and information to customers.
3 – Show You Care About Their ShipmentA dirty and damaged trailer is a red flag for shippers. If they don’t turn you away, they’ll certainly have their doubts about you. On the other hand, a clean and well-kept trailer inspires confidence. Fix any damage, sweep out any debris, and do a trailer washout when necessary to remove odors and keep up appearances.
Have secure equipment and materials on hand. Customers need to see and know their shipment is being kept clean as well as safe through the use of cargo bars, tie-downs, nets, dunnage bags, friction mats, corner protectors for pallets, or blocks, and braces.
Not only does proper care help prevent claims, but it also builds confidence in your services.
4 – Present a Professional AppearanceAppearance matters and you can do a lot to instill confidence and put shippers’ minds at ease by making a positive impression. Clean clothes and a well-kept appearance imply you care about yourself and your work—and that you’ll care about their shipment.
The opposite is also true. Putting forth an appearance that causes pause, can create unnecessary hurdles that may not be worth it.
It’s basic psychology and it can help to put yourself in the shoes of the shipper. They have an important shipment. Basic professionalism can provide them with a degree of reassurance that provides peace of mind.
5 – A Calm, Polite, and Can-Do Attitude WinsAttitude isn’t everything, but in trucking, it certainly is a thing. While you don’t have to act like a server at a family restaurant, there is power and efficiency in being friendly that can serve you as a trucker. By immediately establishing to dock workers that you’re friend not foe, you can get right to work. People who like you—or at least don’t dislike you—are more likely to help you and less likely to make you wait to get your trailer loaded.
Things can get stressful with dockworkers, dispatchers, and freight brokers. Keeping a calm head and not flying off the handle, plays in your favor. The fact that you can maintain control inspires confidence.
Showing yourself as someone who is flexible in the face of adversity and willing to work hard and find solutions to problems makes you a valuable team member—not just a driver for hire.
In trucking, there’s a lot of unpredictability. Shippers love carriers that can make quick pivots to solve problems or proactively act to avoid potential disruptions. When they win, you win.
6 – Pay Attention to the PaperworkOverlook the importance of keeping a bill of lading (BOL) clean and handy at your peril. Customers, dock workers, and consignees need paperwork when they need it. With the high incidence of freight fraud, people are scrutinizing BOL details, driver credentials, and every little detail more than ever.
Make their lives easy by keeping documents well organized. Don’t make them ask you for proof of delivery (POD). Be proactive. Send your invoice promptly. And have all your certification and inspection documents in order in case they’re requested. Shippers don’t always expect such organization from truckers—but they certainly appreciate it.
7 – Know Them to Serve ThemWe live in a customer-service-oriented world. That applies to shippers as much as it does to everyday consumers.
It’s critical to know shippers’ needs. Shippers’ expectations for customer service are as high as everyone else’s. Zendesk says 76% of customers expect personalization today. Make it your policy to familiarize yourself with the details of the BOL. Do the shipper’s products require special handling or delivery service? Clarifying any questions ahead of time will help you ensure successful delivery.
Shipping is so closely tied to the buying experience today that drivers are often the face of the brands they are delivering. That’s why drivers need to make a good impression by adhering to delivery instructions and being courteous and professional. Everything you do can reflect on the shipper.
8 – Do Unto Dock WorkersThe dock workers you interact with can speak highly or poorly of you. It matters because decision-makers in their companies are listening.
You have the opportunity as a driver to tip the scales in your favor. It doesn’t require a huge public relations effort on your part. Mostly it just comes down to being respectful. When there’s a delay loading your trailer, ask without complaining. Stay positive and be helpful if they need something.
Dock workers have a hard job and challenges that aren’t always obvious. Try to be empathetic. If you can just do that, they’ll probably remember you and maybe even refer you.
9 – Think Safety and SecurityCustomers don’t want to worry about drivers having an accident that damages or delays their freight. Making safety a priority in everything you say and do lower their stress level.
The same with security. Cargo theft has every shipper on edge. Have paperwork in order, identification available, and the transportation details they need to be assured that their freight is secure. A big part of that is just being open to providing information. No one likes being checked up on. Just try to remember it’s not personal—it’s their job.
Shippers have to trust you or they won’t work with you. Your customer service has a role in building trust. Hyken reports that 87% of consumers trust a company or brand more if they provide an excellent customer experience.
10 – Close the Loop by Following UpThere are many reasons to check back with shippers after you deliver their load. The first is to correct anything that’s within your power to correct or to address any complaints or concerns directly. That is far better than potentially receiving negative reviews online.
Following up also sends a powerful message to shippers that you care about their business. Caring over and above the load you completed is the road to a relationship and repeat business.
In the end, customer service is all about being helpful so you can set yourself up to haul a shipper’s next load—and the next one after that. We hope these tips help you do just that.

Protect Yourself from Growing the Threat of Cargo Theft Cargo theft can easily seem like someone else’s problem to a trucker who’s never been a victim. The truth is, all owner operators, carriers and consumers are affected by the growing incidents of thefts and the enormous amount of money involved. Cargo thefts rose 27% from 2023 to 2024, according to CargoNet’s analysis,and amount to almost $500 million a year. It’s crucial for drivers to be aware of what’s going on in order to protect themselves and their interests. It’s not just the risk of being responsible for a stolen cargo worth ten or hundreds of thousands of dollars. Cargo theft affects truckers in ways they may not be aware of. Rising insurance rates, the erosion of trust among shippers, and the effect on grocery prices are real costs of cargo theft that are growing. Even if you’ve been driving a while, it’s important to stay in the know because it’s a rapidly changing field. Many of the risks and security best practices remain the same, but new threats and schemes are constantly being revealed. Here are the highpoints we think every trucker should know in today’s environment. The Risks of Cargo Theft Are Great A stolen truckload or portion of a truckload can be worth a lot. The estimated average value of theft incidents is $202,364, CargoNet says. It depends on what the freight is. Electronics and pharmaceuticals are going to be at the high end. For carriers who are victims of cargo theft, insurance hopefully covers the loss, but the value of the stolen freight and your coverage will determine whether you have financial responsibility. That can be a big hit. Plus, when your policy comes up for renewal, you may be looking at a rate increase. Any way you look at it, having the freight you’re responsible for stolen reflects poorly on you as a driver. Whether or not you were at fault, there may be damage to your reputation. You may lose business. And if your equipment is damaged in a burglary, you may miss work or be responsible for big, unexpected repairs if you have a high insurance deductible. Know How Cargo Thefts Happen A heightened awareness of risks and knowledge of the most common methods of cargo theft help you avoid risky situations. Here are five to be aware of. 1. Cargo Theft Resulting from Surveillance. Thieves will follow trucks leaving distribution centers or manufacturing plants to a truck stop and break in while drivers take a break. They may work in teams with a spotter at the plant alerting teams waiting ahead. In some cases, thieves have been tipped off by insiders at the manufacturer or by others who work for the carrier. 2. Cargo Theft Instigated by Fake Emergencies. A common gambit is to fake a breakdown to get drivers to stop to help. Once they do, thieves will either break into a trailer while the driver is distracted or just hijack the truck. Individuals posing as authorities may distract or detain drivers while conspirators empty the unsuspecting drivers’ load. 3. Cargo Theft Helped by Dark, Isolated Parking. Unlit, unmonitored truck stops, and parking areas provide criminals with opportunities to steal some or all of a load. In brazen attacks, trailer contents will be emptied directly into another trailer pulled alongside. Be picky about where you park. Consult the Trucker Path App to find trusted parking areas. 4. Cargo Theft Facilitated by Poorly Supervised Yards. Thieves will steal whole trailers dropped in unmonitored yards. An unattended trailer and an unrestricted getaway make for a tempting target, especially if criminals have performed surveillance and know the details of a drop trailer operation. 5. Cargo Theft Perpetrated by Fake Drivers and Documents. Some sophisticated operations involve fake drivers showing up early for scheduled pickups. Falsified bills of lading and even fake uniforms have been used to complete the deception. These days overcommunicating with shippers and confirming every detail—especially who will be picking up their load—is more important than ever. With the always-evolving methods and schemes of freight thieves, it pays to be suspicious and stay aware. Always be on the lookout for people following you or watching you whether you’re resting or on the road. And stay informed of current risks and recent thefts. By tapping into the <a href="https://truckerpath.com">Trucker Path App</a> you can learn of suspicious activity constantly being shared by other users. Know the Statistics to Avoid Becoming a Statistic Some days have a lower risk of cargo theft than others. According to the <a href="https://over-haul.com/us-cargo-theft-report/">Overhaul United States & Canada: Annual Theft Report 2024</a>, the lowest number of thefts occur on Sunday (10%) followed by Saturday (11%). Friday has the highest number of cargo thefts (19%) and Thursday has the second highest number (17%). Avoid the witching hours for cargo theft of 12 AM to 6 AM when 29% of heists occur. The likelihood of being ripped off drops to 23% from 6 AM to noon. From 6 PM to midnight is another good time to drive when your likelihood of a cargo theft again drops to 23%. Be aware of where heists are more likely to happen. According to Overhaul, the most thefts (33%) occur at a warehouse or DC. 23% happen at unsecured parking, and 13% take place at a truck stop or fuel station. Three states have the highest percentage of cargo thefts. California is the scene of 32% of cargo thefts, Texas accounts for 19% and Tennessee has 14% of the activity. Other states ranking high in cargo thefts include Pennsylvania, Georgia, Illinois, Arizona, New York, Louisiana, and Florida. It’s important to know what you’re hauling, too. According to Overhaul’s report, certain product types are more likely to be targeted by thieves. Electronics are the target of 24% of thefts, alcohol 15%, and food & beverages, auto parts, and home & garden merchandise are tied at 10%. Experts say it’s not the high-ticket prices that always draw the most interest. Food and beverage loads are popular because they’re easily resold and hard to trace. What You Can Do to Protect Yourself and Your Cargo The best practices for preventing your freight from being stolen include hyper-awareness, anti-theft hardware, and technologies for tracking and security. The Rule of 250 Basic rules of safety include driving 250 miles after leaving a pickup point before taking a rest stop. That’s enough distance to shake thieves who might be tailing you. Look for stalking vehicles or watchers at pickup, en route and once you stop. Hyper Habits Drivers are especially vulnerable when they’re entering or exiting the cab, so be hyper-aware and avoid distractions. When parking overnight, find high-traffic, well-lit spots. Alarm Yourself Consider installing alarm systems that include sensors placed on multiple entry points. Loud sirens and horns will scare thieves and alert people nearby. Good options include smartphone notifications just in case you’re out of earshot when your truck’s alarm goes off. Leveraging telematics to alert dispatchers or fleet managers of trailer breaches provides an additional layer of protection. Thwarting Strategies Hardware like gladhand locks that prevent thieves from moving a trailer, kingpin locks that prevent unauthorized tractors from hooking up trailers, and air cuff locks that cover mounted airbrake valves slow thieves down. Just backing against a fence or other barrier to prevent anyone from opening the trailer door serves the same purpose of buying time and causing frustration. Software Advantages On the road, reliable trip planning software can help drivers to avoid high risk areas. The Trucker Path App guides drivers to truck-ready routes with safe parking and has the added benefit of information about incidents and suspicious activity constantly being crowd-sourced by other drivers. Tracking Stolen Freight Fleets operating a transportation management system (TMS) with track and trace capability have the ability toidentify deviations in routing if trailers are stolen or vehicles are hijacked. <a href="https://truckerpath.com/trucker-path-app/truck-gps">Trucker Path Command</a> is an affordable TMS option that provides track and trace functions as well as navigation features supporting safe, efficient routing. We All Have a Hand in Preventing Cargo Theft The advice, “if you see something, say something” applies to truckers more than ever—especially as the incidence of cargo theft and variety of schemes out there for stealing freight continue to grow. Being aware and continuously informed of new threats are the two greatest defenses a driver has. <a href="http://www.truckerpath.com">Get on the Trucker Path App and get involved today</a>.

Mar 14, 2025

Avoid Falling Prey to Today’s Predatory Towing Practices It’s easy to see a $100,000 towing hit as a tragedy that only happens to “other” drivers. But thinking you’ll never fall victim to predatory towing practices can be the biggest mistake you make when your truck is disabled in an accident or has a mechanical failure out on the road. Despite the current media attention on the topic of predatory towing and the recent regulations passed that combat predatory practices, drivers must still fend for themselves when the tow truck arrives. Ultimately, the best defense against predatory towing practices is to be informed. Dismiss the Issue at Your Own Risk Predatory towing is more than just media hype, a report released in 2023 by the American Transport Research Institute (ATRI) states that 83% of truckers who have been towed experienced excessive rates and 82% experienced unwarranted service charges. The issue is nationwide and predatory towing practices occur out on deserted highways as well as city streets today. The Owner-Operator Independent Drivers Association tells of a member-company that received a towing charge of $100,386 that included a 5% administrative fee of $4,463. A trucker in Chicago received a $75,000 bill for towing after a bridge strike. According to the IA Insurance Group blog, the “low bridge” sign had been suspiciously removed and an unsolicited tow truck appeared not long after the accident occurred. Exorbitant rates and unwanted services are only part of the problem. Towing companies have the ability to impound tractors, trailers and freight until payment is made. Not only do carriers suffer the loss of business, but they may also be forced to pay storage fees that grow every day that payment is delayed. Perpetrators Exploit the Gaps in Regulations and Industry Standards Today tow truck companies’ pricing and practices remain largely unregulated at the federal level and unchecked by national industry standards. It’s not for lack of trying. In 2024 the Federal Motor Carrier Safety Administration urged the Federal Trade Commission to establish regulations preventing hidden or misleading fees charged by towing companies and five states passed new laws meant to prevent abusive billing practices used by towers. Even with these developments, unscrupulous tow truck operators still find ways to take advantage of drivers. The conditions are often ripe for abuse when there’s no competition, expensive equipment and specialized expertise are required, and conditions are chaotic and stressful. Beware the Top 8 Predatory Towing Practices from ATRI 1. Excessive hourly or per-pound rates 2. Unwarranted additional services or labor charges 3. Excessive storage rates 4. Vehicle release delays or access prevention 5. Cargo release delays 6. Damage caused by the towing company personnel and equipment 7. Vehicle seizure without cause 8. Misreporting nonconsensual tows as consensual Carriers Should Be Prepared Before Hitting the Road Know what your insurance covers in terms of towing, roadside assistance and vehicle storage. Knowing your coverage aids decision-making in the event of an incident. If you run regularly in certain lanes, look into establishing relationships with tow truck companies serving those lanes. Doing so can enable you to preset prices and facilitate quick responses. Knowing what fair prices are in the first place can help carriers contest or reject inflated estimates for services. Fees for truck towing services vary by geography, conditions and the work required. Nevertheless, having ballpark figures can help drivers know if a fee sounds fair. ATRI provides this guidance: Median Rates and Excessive Rate Thresholds for Towing <a href="https://truckerpath.com/uploads/2025/02/MediaRates.jpg"><img src="https://truckerpath.com/uploads/2025/02/MediaRates.jpg" alt="" width="858" height="491" class="alignleft size-full wp-image-7573" /></a> Protect Yourself from Predatory Towing Practices • Establish protocols for tows. After ensuring their own safety, drivers should have a list of steps to take that may include alerting their dispatcher or manager, calling local law enforcement authorities, and conferring with a dispatcher or manager on towing decisions. • Get it in writing. Follow up by email on what was agreed to over the phone immediately after talking to the tow company. Have them reply with their confirmation. • Check documentation. Ask for the tow truck company’s business license and confirm their credentials when they arrive before accepting assistance. • Document everything. Teach drivers to take pictures and videos at the scene of the incident of their vehicle’s position, all damages, and any fluid spills. Instruct them to take pictures of and make notes of the personnel dispatched to the scene by the trucking company and all the equipment and materials they use. • Don’t sign anything. According to attorneys, Adam Brand and Shahan Kapitanyan of Brand & Tapply LLC in Trucking Dive, towing and recovery companies may ask drivers to sign documents at the scene such as assignment of rights and agreements to rates. But there is no requirement that these be signed and they recommend drivers not sign any documents. • Call the police. Make sure they come to the scene so you can obtain an accident report. You may ask them to recommend a good local towing company but be sure and perform your due diligence on their recommendation. • Choose your tow. Drivers may have the opportunity to name their towing and recovery company. Encourage drivers or dispatchers to find a local trucking association and ask them to recommend a towing company. • Question coincidences. Inform drivers to be suspicious of tow truck drivers that appear to have been waiting close by to come to the rescue. Scamming tow operators sometimes take advantage of unmarked low bridges or other hazards to swoop down on rattled drivers. • Ask for an itemized invoice. You need the ability to spot duplicate or frivolous charges and confirm the actual service occurred. Also an itemized breakdown enables you to cross-check the charges with standard fees. (See above.) Know Before You Tow Awareness of the risks and the best practices for mitigating them is the first and most important step when it comes to protecting yourself from the potential financial hit and hassles of predatory towing practices. Spread the word by sharing this article with your company or your social network.

Feb 20, 2025