Holding on to the “best” drivers

At the start of this mini-series, we asserted that Recruiting and Retention are two ends of the same spectrum — if you manage your business well and treat drivers appropriately, you should be able to attract and keep the best drivers.

In the last article, we talked about methods and mechanisms designed to help you track your recruiting efforts and results.  Some sources and methods yield better results for some carriers than for others — it’s not a one-size-fits-all world and the same is true for Driver Retention. 

There are a ton of strategies and well intentioned opinions out there to consider, but what will work for YOUR company? 

It would be easy to start rambling off a long list of “must dos” about compensation package details, bonus program schemes, training programs, and “driver empowerment”, but that would miss the mark every time. Why? If we don’t know with certainty why drivers are leaving, we won’t know what we need to do to actually change the situation (*plus, every company is different: certain programs that may work for one company may not help your company at all).

Keeping drivers starts with understanding very precisely why they are leaving. You can assume or you can settle for a “canned answer”, but unless you’re willing to really push to discover the details, you may never really know why drivers are leaving your company.

As we had pointed out in the recruiting piece, information is your ally. Has your team:

  • Implemented a well structured exit interview process? 
    • Is this part of your driver handbook or policy manual? 
    • Does it include a pre-printed form with specific, mandatory questions? 
  • Insisted that each driver complete at least a phone interview before releasing final settlements or pay? (Face to face may be difficult, but may also be a “last ditch opportunity” to salvage the relationship) 
  • Tracked the results of each and every interview in a database or spreadsheet? 
  • Identified any ongoing trends? 
  • Periodically reviewed what questions (and follow up questions) are used to get drivers to reveal the true nature of why they’re leaving?

It can seem overwhelming if you get several drivers who really “unload” a ton of opinions and objections all at once. It’s also tough to deal with criticism of your own management style, but if you really want to improve retention results, you’ve got to be willing to wear a thick skin and deal with whatever the drivers reveal.

When you’ve done the exit interview process consistently with all drivers (not just the “good ones”) you’ll start to build some helpful information. Just as you wouldn’t spend money on a consultant and totally ignore his or her findings report, you’ll need to analyze the results of the exit interviews. This will help uncover the underlying issues that are giving your drivers a reason to shop around for another job. Chances are that these issues are the same at most companies, but that doesn’t excuse their existence (or the perception that the issues exist).

Now you have the hard work of setting priorities and beginning to address these issues. You still have to put out your normal day-to-day fires and deal with finding resources, but at least you’ll have a plan to start making changes based on the real issues.

Common driver concerns (that can push them to leave or keep them onboard) include:

  • “Pay” — The easiest answer for any driver to give is “I’m leaving due to the pay”. All drivers drive to get paid. If your pay was so horrible, why did they stay as long as they did? “Pay” is often a smokescreen to hide the real reasons – they want to be polite and give you some canned answer so they can leave.

Similarly, if you want to attract better quality (and long lasting) employees, you usually need to pay better than the “average”. Compensation specialists can consult with you to evaluate the average pay scale for each position and terminal area in your network (and deliver recommendations for adjustments based on market conditions).

  • Dispatch – Drivers don’t always enjoy a glowing and happy relationship with dispatchers. Let’s face reality – the dispatcher’s job is designed to increase productivity and move the maximum amount of loads as is possible. If dispatchers are causing un-needed friction, then you may need to work with them on their “people skills”. Maybe it’s that some drivers perceive that other drivers get all the “good” loads. That perception comes from gossip, but gossip usually starts with some element of truth that gets distorted. Make sure rules are followed and no one gets unfair treatment.
  • Training – Too much or too little training can give drivers a reason to complain. If the training helps them accomplish their daily tasks, and “feels” credible because it doesn’t talk down to them, then you’re doing well. If drivers are asking for help with route selection or how to deal with cranky shippers/customers, then maybe you need to address it ASAP. Training designed to help them advance in their career is becoming more common among progressive companies (i.e. training on using computers and the internet, training on better person to person communication skills, etc.) Training may be assigned based on career path plans to help transition some drivers into new roles such as dispatch, sales, safety or driver support roles.
  • Quality of Life – Also known as “too little home time”. Drivers with families must have some predictable home time or they will eventually come unglued. The issue is balancing what is reasonable with what is preferred. Sometimes there may be creative solutions to “quality of life” issues, but that will vary from driver to driver. Talking through the issue one-on-one is the only way to diagnose what could work beyond scheduling more “home time”.
  • Driver Respect/Quality of Equipment/Etc. – Drivers will always have concerns about how they feel they are treated. Whether their equipment is comfortable or dependable and so on. There are no easy answers, but ignoring their concerns is a sure way to show them the door and see them walk through it. Your team, I am sure, doesn’t ignore the concerns, but may have limited or no resources to address the concerns. Talk to your drivers – don’t let them assume you don’t care. (If this point hits close to home, read our two part article on Driver Communication Plans – it may be very helpful).

After investigating why drivers choose to leave, and implementing a plan to address any immediate areas of concern, you may want to begin to build “proactive” strategies to keep drivers motivated. Motivating drivers is all about keeping them excited about working for your company rather than looking at other companies.

When you practice these strategies efficiently, it can help you attract drivers from other companies (a boost to your recruiting efforts!)

We’ve outlined some of the most common strategies that fleets have used to build up their drivers confidence in their company.

  • Orientation – if you want employees who will stay, you need to introduce them to your company carefully and deliberately. What does your orientation program consist of now? How long does it last? Do you use veteran drivers as “mentors”? Do you give new hires a “lifeline” phone number to call when they’re really confused, angry, or out of their wits? Do they leave orientation feeling like they’re part of a team/family or just the next number (driver ID) in a long line of numbers? Does your orientation end when they hop in the truck, or do you have a 30-day, 60-day, 90-day follow up plan?
  • Training – When do you train and what does your training cover? Lifestyle training, wellness education, help dealing with family finances and tips on managing customers may be topics that drivers would line up to hear. Do you ever ask your drivers what types of non-traditional training could help them with their jobs? Training benefits both your drivers and your company (if the training helps them to perform more effectively).
  • Achievement – Does your company have a career plan for drivers? Can drivers “graduate” to different titles, pay scales, or job responsibilities (i.e. driver trainer, driver support, sales, dispatch, etc?)
  • Recognition – How do you give drivers recognition of a job done correctly and safely?
    • Are there anniversary rewards?
    • Are there safety bonuses or incentives?
    • Is your recognition program cash based, or product based?
    • Do you have company logo-ed shirts, hats, pins, or other give-aways that promote your company and promote loyalty to your company? If you decide to try offering promotional materials, don’t be tempted to skimp on quality – giving out cheaply made items can backfire (it may be perceived that you don’t think them worthy of quality products).
    • Do you ever recognize your drivers in their hometown newspaper when they’ve achieved anniversaries (miles driven with no accident, most miles driven in the year, etc.)?
  • Driver Support Department (i.e. steadiness of work, “getting enough loads”, support while on the road, etc.) – How does your team work to keep drivers as busy as they want to be, and balance that with “home time”? It is a real juggling act that takes a lot of talent – talent that many drivers may not appreciate or understand. Can you help them understand that it’s not a personal attack against drivers, but the logistics of the marketplace that drive these situations? How does your home base team help support drivers who are otherwise isolated and “out of sight”?
  • Dispatchers and Drivers as a team – due to turnover, do you make efforts to keep dispatchers and drivers meeting each other as frequently as possible? If they work as a team instead of impersonal adversaries, you’ll probably achieve more goals (including turnover reductions). If you can’t arrange frequent face to face activities, can you keep a one page biography on each driver and dispatcher so that they can get introduced by email (at a minimum?) What is your driver to dispatcher ratio (and is it too high)? 
  • Ongoing Driver Communication Plan – Do your drivers know your company’s business goals and how drivers can specifically help achieve those goals? Do you ever discuss a driver’s personal goals during the annual review so that you can see how the company may assist him or her achieve those goals? Drivers may be more interested in helping your company meet goals if your company takes an interest in the driver’s goals, too.
  • Safety or Equipment issues – any hazard to personal safety should be addressed immediately and systematically.

Connections between Retention and Recruiting

If you keep drivers longer because you’ve investigated and addressed their most pressing concerns about working for your company, then you’ve accomplished three things:

  1. You’re retaining drivers longer
  2. You’ve improved your company’s operations (efficiency)
  3. You’ve started to make your company more attractive to other drivers (recruiting)

People want to work for companies that are perceived as “good” or “winning” companies (companies that they can be proud of). A well managed company that fairly enforces simple rules and demonstrates that they value their drivers as important team members will keep their drivers longer and attract greater numbers of job seekers.

Summary

There are no “silver bullet” solutions, or trendy, novel “programs in a box” that will suddenly cure your unique driver recruiting and retention issues. However, there are many resources available to help you track information and investigate your situation.

Take time to inventory your current strategies and evaluate their effectiveness. You may be surprised to find that a little “fine tuning” will get you greatly improved results.

About the Author

Prior to joining SafetyFirst Systems, Paul Farrell worked in the insurance industry as a Loss Prevention Professional. During his tenure in the insurance industry, Paul worked closely with many different industries that use commercial vehicles to complete their daily tasks. Additionally, Paul has completed numerous fleet safety training programs and has developed fleet safety programs in support of his clients’ loss prevention goals. As CEO of SafetyFirst, Paul continues to work with insurance carriers, risk managers and directors of safety to help ensure the welfare of their drivers and to assist them with their regulatory compliance programs.

About the Company

SafetyFirst works with more than 3,800 fleet clients throughout North America.  We provide DQ File Maintenance systems, Automated MVR ordering and profiling, safety hotline services, monthly driver training packages and Training for Supervisors on “Driver Coaching”.

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One thought on “Holding on to the “best” drivers

  1. Pingback: Bridging the Gap for Stronger, Consistent Results | Safety Is My Goal's Blog

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