How To Handle Your Dispatcher

As a truck driver, the best way to handle your dispatcher is to understand what their job involves.

The dispatcher's job is to effectively manage the flow of freight from point A to point B. They work to minimize the truck's empty miles and maximize the company's profits. That is what they are paid to do.

Years ago, dispatchers were often well-seasoned, experienced ex-truck drivers who understood the industry firsthand. Today, many dispatchers are highly skilled with computers and dispatch software but may have less direct road experience. As a professional driver, it helps to understand where they are coming from.

Often the dispatcher is focused on dispatch software or being pushed by the sales team, and may not fully grasp what you are dealing with on a given day. If you learn to "manage your dispatcher" by giving them context about your job, it makes your own job a lot easier.

Tips for handling your dispatcher

• Don't argue. The first thing to remember is not to engage in battle with dispatch. It accomplishes nothing except raising your blood pressure. Approach them with an open mind and an even-handed manner. The goal is for both of you to reach a mutual agreement.
• You set the schedule. When the dispatcher assigns a new load, establish a few things up front. You are the one with the CDL, the driving experience, and the one fighting the weather and traffic. So it is up to you to weigh in on a realistic delivery schedule. Look at the proposed schedule and say something like, "I'll do my best." But never promise the moon. There are many uncontrollable variables on a trip, so leave yourself some wiggle room for delivery time.
• Establish trip details before departure. Before leaving, double-check the trip mileage, propose a delivery schedule, and flag any obstacles you anticipate. Also establish who is handling things like customs paperwork. If you are not getting paid for it, it is the company's responsibility. Settling these things up front saves headaches later.

Unrealistic schedule demands: a common problem

One situation that comes up often is dispatchers being pressured by the sales team, and the sales team frequently knows even less about trucking than dispatch. The sales team makes unrealistic promises to the customer, passes them to the dispatcher, and the dispatcher passes them to you. That is when the "it needs to be there by" scenario surfaces.

If the dispatcher does not like your "I'll try my best" response and starts pounding the desk with "you're gonna be there, you gotta be there," your next response is "let me talk to the safety supervisor." The safety supervisor protects both you and the company on hours-of-service requirements.

If dispatch is trying to force you to run tired due to an unrealistic schedule, you can shut that down right there. The safety supervisor is your ally in that situation.

Bottom line: if you feel pressured and the schedule is not realistic, go straight to safety. That will get you out of all sorts of trouble.

Another way to protect yourself is to send your reply through the truck's messaging or e-log system: "I'm tired and I can't make this delivery time." These messages are stored and retained. A trucking company would not want to show that kind of message to an auditor, so it is good backup any time you do not feel you are getting enough time to complete your run.

Know when it's time to make a change

There are all sorts of dispatchers, both good and bad. Some are great to deal with; some are not. If you learn to work well with your dispatcher and communicate your needs clearly, you will get a lot more accomplished. Remember, you do not work for the dispatcher, you work with them.

Smart trucking companies recognize that bad dispatchers drive turnover, and with a tight driver market they do not want that. Many are training dispatchers to work better with drivers toward common goals so that both the company and the driver can turn a profit.

If you have a bad dispatcher and have tried everything, including working it out with the owner, it may be time to move on to another driving job. The stress is not worth it. There are plenty of companies out there with good dispatchers who will happily take you on board.