CLDA Spring Magazine - FINAL - Page 19

CLDA Tell us a little about yourselves .
TAIBEL I ’ ve been with Dropoff since 2014 . My job is to oversee field operations for the entire country . I make sure all the pieces are moving and moving as they should be . I manage a team of eight regional managers strategically placed across the country .
RICHARD I ’ m the City Manager for Atlanta . I started this role in June 2021 and relocated to Atlanta from New Orleans . I started with Dropoff in January 2021 on the customer service team . I had previous management experience so when the position of city manager for Atlanta came up , it was a natural fit for me .
CLDA What is a good driver ?
RICHARD Someone who communicates very well and asks questions . Good drivers are able to interact effectively with customers , dispatch and management . They know how to deliver excellent customer service which includes being punctual and being comfortable interacting with a variety of clients . Asking questions shows they are invested and care about the company and the service level .
CLDA Dropoff has remarkably low driver turnover . How do you set the stage for that ?
TAIBEL It starts with bringing in the right drivers . Our turnover is low because we have a specific onboarding process . Most of what we do is medical specimen delivery . So , drivers have to complete an OSHA certification as they have to be able to handle pathogens . There are also HIPAA rules that they have to be familiar with . So , there is some effort on their part to drive for us .

It ’ s a battle right now . There are so many different services to drive for . It ’ s almost as if we need the drivers more than they need us .

That ’ s how Dropoff ’ s Director of Market Operations , Jonathan Taibel , kicks off a conversation about getting and keeping good drivers to work with his company . Dropoff provides same-day deliveries and custom courier solutions throughout the country through a network of 1000 + independent contractors .
The company has an impressive track record when it comes to retaining those drivers . CLDA Magazine asked Taibel and Victor Richard , Dropoff ’ s Atlanta City Manager , to share their secrets about maintaining a strong IC pool .

CLDA Tell us a little about yourselves .

TAIBEL I ’ ve been with Dropoff since 2014 . My job is to oversee field operations for the entire country . I make sure all the pieces are moving and moving as they should be . I manage a team of eight regional managers strategically placed across the country .

I ’ ve actually been involved in logistics for many years because I was in the auction business before I joined Dropoff . Most people don ’ t realize that the auction business is not only about selling , but it ’ s about logistics . Logistics is involved in getting the items to the auction , and to those who purchased them once the auction has concluded .

RICHARD I ’ m the City Manager for Atlanta . I started this role in June 2021 and relocated to Atlanta from New Orleans . I started with Dropoff in January 2021 on the customer service team . I had previous management experience so when the position of city manager for Atlanta came up , it was a natural fit for me .

My job at Dropoff revolves around customer service . My main responsibility is to our clients , making sure we have enough good drivers to take care of their needs . In addition , I ’ m responsible for making sure drivers comply with any regulations and that their documents are up to date . On any given day I may interact with 20 plus drivers . Our pool of drivers fluctuates , but it ’ s usually around one hundred who do a mix of on-demand and routed deliveries .

CLDA What is a good driver ?

RICHARD Someone who communicates very well and asks questions . Good drivers are able to interact effectively with customers , dispatch and management . They know how to deliver excellent customer service which includes being punctual and being comfortable interacting with a variety of clients . Asking questions shows they are invested and care about the company and the service level .

CLDA Dropoff has remarkably low driver turnover . How do you set the stage for that ?

TAIBEL It starts with bringing in the right drivers . Our turnover is low because we have a specific onboarding process . Most of what we do is medical specimen delivery . So , drivers have to complete an OSHA certification as they have to be able to handle pathogens . There are also HIPAA rules that they have to be familiar with . So , there is some effort on their part to drive for us .

During the onboarding process we make it clear to let them what we are offering them . It ’ s the opportunity to make a certain amount of money . We ’ re pretty upfront with what our drivers typically make for the amount of the time they spend in the car . We try to tell the drivers everything that they ’ re going to see in their first year during that training course . spring 2022 customized logistics & delivery Magazine 19