Here is the crazy thing about planning drivers out ahead of time and dispatching weeks in advance.
When I started here decades ago we would only give a driver his load information 48-24 hours ahead.
We never pre-planned because we wanted and needed the option to change up just in case.
I lobbied to change that saying that drivers should know as much in advance as possible what plans we have so that they can plan their own lives. Maybe stay home another day or let the wife and kids know so that they can make plans.
I saw it, and still see it as a huge plus for a driver on the road.
Of coarse the big problem with that is as I have explained in past blogs we DO have to change up at times.
And because we want the drivers to know in advance what we have planned when we now change it we now are the "bad guys".
Most drivers feel once we plan it on them that it is set in stone and it is now "their" tonnage.
We do our absolute best to do just that, we know the advantage of pre-planning. After all I was the one that lobbied for it years ago.
When we reshuffle the deck because of unforeseen circumstances we do so knowing that if we leave a job on the street not only is it morally wrong it will cost us moves in the long run.
Moves that we will need to dispatch to those very same drivers that are upset that we are changing their loads.
Everything we get is predicated on surveys and customers satisfaction and we need to have good scores to be offered work YEAR ROUND.
MR Arpin would always tell me it is not so much what we do in the two - three months in the summer it is what we do the other 9-10 months.
We change things to cover work, to help our customers and to protect our scores so we can have work for drivers and agents year round.
Like I have said- WE ARE ALL IN THIS TOGETHER-
Saturday, June 16, 2012
Friday, June 15, 2012
One's perspective
Using our example on our last blog of the driver who's daughter was in a car accident...
his daughter ended up being ok, some cracked ribs and a car that is totaled but overall she was very lucky.
Because we had the driver planned on 4-5 moves we had to do a lot of last minute switching and planning. We need to look at several things, load dates, delivery dates, the ability for someone to be able to get the customer loaded on the day that they need be. Because these things happen last minute we can not always expect agents to be able to back us up. They may not have a driver available or the equipment or even the floor space in their warehouse.
So we need to look the overall picture over and have to change plans with drivers and agents , again not through any fault of ours but our first reaction and duty is to service our customers. They are innocent to all these happenings, all they know is they contracted with Arpin to move on a certain day. Most people do not have flexibility on load day, they have to move out.
One of the drivers that we had to change was upset and blamed dispatch because they had planned his load weeks ago and he had made plans with his kids.
My first reaction to him is yes it is not good that you may miss some planned time with your kids but thank GOD that you were not the driver receiving the phone call about the accident.
The driver that we asked to change loads "blamed" the dispatcher.
He said that he "lied" to him and that he did not care about him.
Really?
He said- how dare he change something he planned on me weeks ago.
The dispatcher once again was trying to rearrange the jobs because of what happened to somebody else...nothing personal. He was trying to help the customers that had no choice and needed , and should have, the quality service they are paying for.
It is all in one's perspective...
his daughter ended up being ok, some cracked ribs and a car that is totaled but overall she was very lucky.
Because we had the driver planned on 4-5 moves we had to do a lot of last minute switching and planning. We need to look at several things, load dates, delivery dates, the ability for someone to be able to get the customer loaded on the day that they need be. Because these things happen last minute we can not always expect agents to be able to back us up. They may not have a driver available or the equipment or even the floor space in their warehouse.
So we need to look the overall picture over and have to change plans with drivers and agents , again not through any fault of ours but our first reaction and duty is to service our customers. They are innocent to all these happenings, all they know is they contracted with Arpin to move on a certain day. Most people do not have flexibility on load day, they have to move out.
One of the drivers that we had to change was upset and blamed dispatch because they had planned his load weeks ago and he had made plans with his kids.
My first reaction to him is yes it is not good that you may miss some planned time with your kids but thank GOD that you were not the driver receiving the phone call about the accident.
The driver that we asked to change loads "blamed" the dispatcher.
He said that he "lied" to him and that he did not care about him.
Really?
He said- how dare he change something he planned on me weeks ago.
The dispatcher once again was trying to rearrange the jobs because of what happened to somebody else...nothing personal. He was trying to help the customers that had no choice and needed , and should have, the quality service they are paying for.
It is all in one's perspective...
Thursday, June 14, 2012
DISPATCH
Dispatch is where all jobs run through, we are the traffic cops in a way. We help direct the tonnage and pass along information.
Dispatch is at the mercy of all of our partners to do their job correctly and for agents and drivers to be a part of the day to day and follow through on what they commit to.
After all dispatch does not actually book the work, they do not assign discounts or survey the jobs. Dispatch does not drive or inspect equipment or load or unload.
They dispatch the work.
Shit happens....every day....stuff that is completely out of the control of dispatch but they need to be the bearer of the bad news because they are the traffic cops and the information flows through them.
For example:
This Sunday one of our drivers called us and said his daughter was in an accident and he was in NY ready to load Monday but he needed to driver home to KY to be sure that she was all right. Fully understandable...he should...family first.
He was planned on four moves that week that now, on Sunday, need to be rearranged.- No one's fault and certainly the customers should not suffer but being June , as we all know, there are very little plan "B's".
This puts many things into motion and it will have domino effects on other agents and drivers and customers that have nothing to do with the situation . Jobs may need to get picked up by an agent, we may need to erase a job that has been planned for weeks and move drivers around now in order to cover direct loads and delivery dates.
This was one out of hundred incidents that can happen in just one day that effect many.
Dispatch needs to react and pick up the pieces and look over the whole picture and - yes- we need to let reps, agents and drivers know what ever it is that has now changed.
Some of the things that happen on a day to day basis that effect YOUR plans ...
- Equipment breakdowns- (some without warning and -yes- some even made up)
- Estimates incorrect- weight changes never called in or physical surveys never even done
- Moves that a rep or agent simply "forgot" to register
- Agents pulling their drivers off loads to cover "their own" self hauls
- Agents taking tonnage from other carriers effects each and every one of you
- Moves canceling that effect planned loads and delivery dates
How about this one, we had an agent book a binding cod move at 8000 lbs, they released it out of their warehouse. We planned a driver on it and sent him in to load it to find it was 11,000 lbs and bulky.
The driver did not have the room and did not load it, leaving him losing money , time and fuel. We had to plan another truck in making the customer late and the agent "blames" dispatch...think about it. Where could they have done better? The estimate? The communication of what it actually was?
I can go on and on ....but mostly - somehow- we all need to understand that we are ALL connected.
It is NOT- dispatcher's fault - there are many factors that go into a good move and a botched move.
All we can do is the best we can with the partners that we have.
It does no good to point fingers or to blame others ...it is much too busy for that and it does not help get a customer picked up and delivered.
I guess people need a boogie man or someone to blame or just want to simplify things .... believe half of what you see and less of what you hear.
Dispatch is at the mercy of all of our partners to do their job correctly and for agents and drivers to be a part of the day to day and follow through on what they commit to.
After all dispatch does not actually book the work, they do not assign discounts or survey the jobs. Dispatch does not drive or inspect equipment or load or unload.
They dispatch the work.
Shit happens....every day....stuff that is completely out of the control of dispatch but they need to be the bearer of the bad news because they are the traffic cops and the information flows through them.
For example:
This Sunday one of our drivers called us and said his daughter was in an accident and he was in NY ready to load Monday but he needed to driver home to KY to be sure that she was all right. Fully understandable...he should...family first.
He was planned on four moves that week that now, on Sunday, need to be rearranged.- No one's fault and certainly the customers should not suffer but being June , as we all know, there are very little plan "B's".
This puts many things into motion and it will have domino effects on other agents and drivers and customers that have nothing to do with the situation . Jobs may need to get picked up by an agent, we may need to erase a job that has been planned for weeks and move drivers around now in order to cover direct loads and delivery dates.
This was one out of hundred incidents that can happen in just one day that effect many.
Dispatch needs to react and pick up the pieces and look over the whole picture and - yes- we need to let reps, agents and drivers know what ever it is that has now changed.
Some of the things that happen on a day to day basis that effect YOUR plans ...
- Equipment breakdowns- (some without warning and -yes- some even made up)
- Estimates incorrect- weight changes never called in or physical surveys never even done
- Moves that a rep or agent simply "forgot" to register
- Agents pulling their drivers off loads to cover "their own" self hauls
- Agents taking tonnage from other carriers effects each and every one of you
- Moves canceling that effect planned loads and delivery dates
How about this one, we had an agent book a binding cod move at 8000 lbs, they released it out of their warehouse. We planned a driver on it and sent him in to load it to find it was 11,000 lbs and bulky.
The driver did not have the room and did not load it, leaving him losing money , time and fuel. We had to plan another truck in making the customer late and the agent "blames" dispatch...think about it. Where could they have done better? The estimate? The communication of what it actually was?
I can go on and on ....but mostly - somehow- we all need to understand that we are ALL connected.
It is NOT- dispatcher's fault - there are many factors that go into a good move and a botched move.
All we can do is the best we can with the partners that we have.
It does no good to point fingers or to blame others ...it is much too busy for that and it does not help get a customer picked up and delivered.
I guess people need a boogie man or someone to blame or just want to simplify things .... believe half of what you see and less of what you hear.
Wednesday, June 13, 2012
My introduction to unions
My job before Arpin's was dispatcher for Honeywell , a heating and air conditioning branch in East Providence R.I.
My job before that was managing a retail company in Warwick, R.I. so I really had no prior experience in dispatching and really no experience with unions.
I had to dispatch electricians, pneumatic pipe fitters and repairmen for some of the major buildings, schools and hospitals in the New England area.
One of my first days on the job my supervisor, Marty (one very nice man) told me that if I get three good hours of work out of any repairman or their workers it would be considered a good day.
I realized what he meant after a few weeks.
The guys would show up to the branch in the morning to get their marching orders of the day and mill around in the break room having coffee for at least 45 minutes or so... then they would get in their trucks and meet at the dunkin donuts down the street...then they would drive to whichever building, school or hospital that they were dispatched...then they would meet with the maintenance supervisor for that building and go to look at where they needed to work for the day....then they would take a break...then they would work a bit and take a lunch break.....you get the idea.
After all that if a electrician finds that the problem is that a valve needs to be tightened he would have to call it in to me because by union rules he can not touch it.
I would then have to dispatch a pneumatic fitter to the same place so he can tighten the valve.
Crazy huh?
This is not meant to be an indictment on unions just my introduction to them.
I learned a lot on that job, as I did at all my places of employment.
My job before that was managing a retail company in Warwick, R.I. so I really had no prior experience in dispatching and really no experience with unions.
I had to dispatch electricians, pneumatic pipe fitters and repairmen for some of the major buildings, schools and hospitals in the New England area.
One of my first days on the job my supervisor, Marty (one very nice man) told me that if I get three good hours of work out of any repairman or their workers it would be considered a good day.
I realized what he meant after a few weeks.
The guys would show up to the branch in the morning to get their marching orders of the day and mill around in the break room having coffee for at least 45 minutes or so... then they would get in their trucks and meet at the dunkin donuts down the street...then they would drive to whichever building, school or hospital that they were dispatched...then they would meet with the maintenance supervisor for that building and go to look at where they needed to work for the day....then they would take a break...then they would work a bit and take a lunch break.....you get the idea.
After all that if a electrician finds that the problem is that a valve needs to be tightened he would have to call it in to me because by union rules he can not touch it.
I would then have to dispatch a pneumatic fitter to the same place so he can tighten the valve.
Crazy huh?
This is not meant to be an indictment on unions just my introduction to them.
I learned a lot on that job, as I did at all my places of employment.
Tuesday, June 12, 2012
Being the responsible one
I often wonder if being the " responsible one" is the right thing.
I have been working since I was 16, full time since I was 18 and I am on the way toward 55.
I have never called in sick when I was not hospitalized with something or was in a accident and I can count them on one hand.
I have always wanted to learn in what ever job I was in and wanted to think of ways to improve it. Not so much for advancement but just - because-.
I think it has been more for the challenge then anything else.
I have relatives, friends and past employees that just do not have the same drive or work ethic or the feeling of " responsibility " that I have.
Yet it seems there are plenty of days that I feel completely stressed while they just call it in or go to the beach or just seem to casually stroll through life.
I wonder sometimes who is the smarter one.
Will they live longer because of less stress? Do they enjoy more of the day then I do?
All I do know is that I just can't do things half way. I feel that if I do not do my job to it fullest that others will lose or have to pick up what I should have done.
I am the "responsible on"....like it or not.
I have been working since I was 16, full time since I was 18 and I am on the way toward 55.
I have never called in sick when I was not hospitalized with something or was in a accident and I can count them on one hand.
I have always wanted to learn in what ever job I was in and wanted to think of ways to improve it. Not so much for advancement but just - because-.
I think it has been more for the challenge then anything else.
I have relatives, friends and past employees that just do not have the same drive or work ethic or the feeling of " responsibility " that I have.
Yet it seems there are plenty of days that I feel completely stressed while they just call it in or go to the beach or just seem to casually stroll through life.
I wonder sometimes who is the smarter one.
Will they live longer because of less stress? Do they enjoy more of the day then I do?
All I do know is that I just can't do things half way. I feel that if I do not do my job to it fullest that others will lose or have to pick up what I should have done.
I am the "responsible on"....like it or not.
Monday, June 11, 2012
LET ' EM GO
Looking back now on my life I can't say I regret it
And all the places that I ended up not the way Ma woulda had it
But you only get once chance at life to leave your mark upon it
And when a pony he comes riding by you better set your sweet ass on it
You keep your heart above your head and you eyes wide open
So this world can't find a way to leave you cold
And know you're not the only ship out on the ocean
Save your strength for things that you can change
Forgive the ones you can't
You gotta let 'em go
(Lyrics from a Zac Brown Band song)
And all the places that I ended up not the way Ma woulda had it
But you only get once chance at life to leave your mark upon it
And when a pony he comes riding by you better set your sweet ass on it
You keep your heart above your head and you eyes wide open
So this world can't find a way to leave you cold
And know you're not the only ship out on the ocean
Save your strength for things that you can change
Forgive the ones you can't
You gotta let 'em go
(Lyrics from a Zac Brown Band song)
Sunday, June 10, 2012
Here's the flip side....
Here is the flip side to helping others...
I try my best to help people and in order to do that you need to trust them. In my position an din my job I have dealt with hundreds of people through the years and have had plenty of good experiences and have made friends for life.....but...there have plenty of times that I have gotten burnt.
People just out right lien, cheating and stealing. Lien right to your face and so good at it that they suck you in. Then when they turn on you it is a brick off the wall of humanity, off the future wall of trust.
I can fully understand how people get cold of can be stone hearted.
It is hard to trust people after getting burnt but what is the alternative?
I need to believe that overall people are good and need a hand in some cases.
The times that I have been successful have been very fulfilling. I feel like I did make a difference and helped someone when they needed it.
You would not believe some of lies , everything from saying that their wife and kid was in a bad car accident and in a coma just because they wanted more time at home to their grandmother dying or needing surgery. All to find out later that they made it all up.
Really?
Grown men ...just making stuff up.
I think some of them lie so much that they truly do not know the difference any more.
The crazy part is if they just told the truth everything would work out better for them and everyone else involved.
I will continue to trust because that is all I know how to do but it still takes another brick off the wall each time I am back stabbed or lied to.
I try my best to help people and in order to do that you need to trust them. In my position an din my job I have dealt with hundreds of people through the years and have had plenty of good experiences and have made friends for life.....but...there have plenty of times that I have gotten burnt.
People just out right lien, cheating and stealing. Lien right to your face and so good at it that they suck you in. Then when they turn on you it is a brick off the wall of humanity, off the future wall of trust.
I can fully understand how people get cold of can be stone hearted.
It is hard to trust people after getting burnt but what is the alternative?
I need to believe that overall people are good and need a hand in some cases.
The times that I have been successful have been very fulfilling. I feel like I did make a difference and helped someone when they needed it.
You would not believe some of lies , everything from saying that their wife and kid was in a bad car accident and in a coma just because they wanted more time at home to their grandmother dying or needing surgery. All to find out later that they made it all up.
Really?
Grown men ...just making stuff up.
I think some of them lie so much that they truly do not know the difference any more.
The crazy part is if they just told the truth everything would work out better for them and everyone else involved.
I will continue to trust because that is all I know how to do but it still takes another brick off the wall each time I am back stabbed or lied to.
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