Communication 101 FOR The Leased Owner Operator

Your first opportunity to begin the communication process with your carrier begins before you even get to orientation. As a business owner, you are the one responsible for any and all information that is available to others about you and your business. It is critical that you get a copy of both your MVR and DAC reports before looking to lease on with any major carrier. The cost of the MVR varies from state to state. You can get one free copy of your DAC report annually. You can also get a free copy if you have been denied employment or terminated based on information contained in your DAC. If you want to request a copy of your DAC on line go to this site: http://www.hireright.com/Disputes/Report.aspx. Review your DAC very closely and make sure to correct any discrepancies prior to beginning your search for a carrier. For more information visit this website: http://www.usis.com/Consumers/default.aspx. Note that according the FMCSR 383.35(c) motor carriers are required to request a minimum of ten years worth of accurate employment history. For this reason, it is critical that the information, neatly supplied by you matches with the information supplied by DAC. You do not want the first impression you make on your carrier to be one of unpreparedness.

You should take the following information with you for your orientation:

1. Employment History (with accurate dates)
2. Copy of your MVR
3. Copy of your DAC
4. Driver’s License
5. List of any prescription drugs you are taking
6. Long Form Medical Card
7. References

Communication is more than what you say, although what you say is extremely important. Communication is also about the way you look and how you carry yourself. Your family knows how wonderful you are and so you don’t always have to look and be your best for them. Society has no idea about any of this. You have to show them. The first impression people get about us, even before we open our mouths, is when they see how we are dressed. That impression can often be cemented when we open our mouths. How you are dressed and what you say will determine not only how your carrier will view and treat you but also how you will be viewed and treated by society.

First of all, arrive on time. If you can’t make it to orientation on time how can you be counted on to make your deliveries on time? Pack a jacket instead of the usual hoodie. Bring a good pair of work boots instead of sneakers. Don’t wear a baseball cap to your orientation. Make sure that you arrive at orientation with clothes that are clean and pressed. Carry a briefcase with you where you can keep all of your own information as well as all the paperwork you will be receiving over the course of the orientation. Carry a notebook, pens, pencils, a ruler, a small stapler, paperclips and whiteout in your briefcase. Turn off your cell phone, or at least leave it on vibrate. Nothing shows lack of interest more than a person who accepts personal phone calls during orientation. Watch your language and do not use any profanity. Always keep in your mind that you are attending a professional function. Pay attention and don’t ask unnecessary questions. We’ve all been stuck in the orientation process with that one “special” person who just can’t get over the sound of their voice! Don’t be that person.

Remember that your truck will have to be inspected. Make sure to arrive with a clean truck both on the inside and on the outside. Take care of any mechanical issues before you arrive at orientation. Here is a list of some of the things you will need to bring with you relating to your truck:

1. Name, address and phone number of your lender (if you are still making payments on your truck).
2. Copy of the title to your truck (original title if you own your truck outright).
3. Copy of the Bill of Sale
4. Form 2290 Heavy Vehicle Use Tax (marked paid).
5. Proof of Insurance
6. Current DOT inspection

I cannot stress enough the importance of looking the part after orientation. Once you are actually leased on with your carrier, it is imperative that you continue to dress professionally. Don’t get too comfortable just because you made it through the orientation process. Never have any face-to-face communication with your carrier unless you have cleaned up and put on a clean set of clothing. It will level the playing field psychologically. I know that this can present some difficulties, but those difficulties are worth it if it allows your carrier to see you as a professional.

Here are some quick clean up ideas:

1. Baby wipes. These are good for a quick clean up but not for a deep down clean.
2. Comfort Personal Cleansing. These are pre-moistened washcloths that you warm up in the microwave. They can be found at Wal-Mart.
3. Premium Fresh’n Up Personal Washcloths. These are extra large and extra strong wipes. These can be used when baby wipes just will not do the job, but you do not enough time for a thorough cleansing.
4. ConvaTec Cleansing Foam. Also known as Aloe Vesta. It is “a high foaming, non-aerosol, ph-balanced cleanser for all over cleaning.” You can find this product at http://www.convatec.com. This is great for a deep down clean.

Finally, get to know the people within your carrier's organization before they get to know you. Find out a little about them. What are their names? What about their birthdays? Are they married? Do they have children? Who does what? If possible, try and get their e-mail addresses. They will truly serve you well down the road.
Always remember that you are a business owner and no longer an employee. The carrier you are leased to should be treated as your number one customer. Prepare customer satisfaction surveys and ask key members of your carrier’s organization to fill them out. A survey is good in three ways particularly: it’s a good tool to discover if you are providing the best service possible to your carrier; it’s a good tool to find out how you can improve the services you are already providing; and it also shows your carrier that you are willing to go the extra mile to maintain that professional relationship.

Some questions you could ask are as follows:
1. Does (name of your company) pick up your loads in a timely and expedient fashion fashion? Yes No Explanation_______________________________________________________
2. Does (name of your company) deliver your loads in a timely and expedient fashion?
Yes No Explanation_______________________________________________________
3. On a scale of 1 to 10 (with 10 being the highest) how satisfied are you with the services provided by (name of your company)._______________________________________________________
4. If you could make any improvements in the services offered by (name of your company) what would they be? _________________________________________________________________

Try and make it a point to drop by the office from time to time and share positive information with your carrier. The reason for a visit from you shouldn’t always be because you have a problem. In that way, should you actually have a problem they will be open to listening. Don’t forget to offer potential solutions to any problem areas you may have. Anyone can point out problems. It takes a professional to offer solutions. If you are with the right carrier, this will be appreciated and rewarded.

We just recently came through some very trying economic times. We saw many of our business associates fall by the way side. We will miss them greatly. We saw many well known companies close their doors. Many carriers were forced to make tough decisions and had to downsize their fleets accordingly. Freight was down and there were more trucks out there than there was available freight. Freight has still not come back to the levels they were once at and times are still very uncertain. We are not out of the woods just yet and only the strongest among us have survived. Some see these times as difficult times. I see these times as times of opportunity. Here is our opportunity to change how we are viewed by the public. Change starts with one small step. Let’s take that step together!

Happy trucking!