CLDA Spring Magazine - FINAL - Page 20

RICHARD When we bring on a new driver , I spend a lot of time interacting with them . Not just to discuss their availability , but to find out more about them to see which client would be a best fit . I want to set the tone early in the relationship and I want to be upfront about what we expect of them . When I first meet them , I know something about them from the quiz section of our hiring tool , but I want to interact with them on a deeper level during the initial onboarding . That goes a long way .
CLDA How do you maintain your admirable turnover rate ?
RICHARD We don ’ t bring them into the fleet and just let them be another number . We follow up with them routinely . I like to use the “ Hamburger Method .” Think of the top bun in a hamburger as representing feedback . That ’ s where we celebrate the wins and discuss everything that they ’ ve been doing well . The patty is the area of improvement ; the things that we ’ d like to see them work on , like punctuality for example . And then the bottom bun , which is the most important , is thanking them ; letting them know we appreciate what they are doing , and that the client appreciates their work too .
TAIBEL Yes , you ’ ve got to build a relationship with them . You have to find out what interests them . You have to have those conversations to know who they are . We ’ re very transparent about what we do at Dropoff . We let them know that there are opportunities for promotion ; a chance to get beyond the vehicle if they so choose . For example , when we have a city manager position open , we ’ ll look to our most reliable drivers to fill it . That ’ s because they understand the business . They have the relationships with the clients in the market because they ’ re the ones seeing them every day . The clients are usually very excited to see somebody they already have a relationship with move up into a leadership role .
CLDAWhat else keeps a driver with you ?
TAIBEL Money . At the end of the day , it ’ s all about the dollars they can make per hour . And that ’ s crazy right now . The market for drivers is a competition for their services . To keep the drivers , you ’ ve got to pay drivers , but what they ’ re making now versus what they were making two three years ago is very different . The dollars are astronomically high . The good news about that is that it ’ s much easier for somebody to make a living as an IC contract driver now , just because of the money involved .
Not every driver is right for our medical clients . If they ’ re not a fit for that vertical , we offer them other opportunities . A driver who doesn ’ t work out for the medical delivery work may very well be valuable for another one of our clients . For example , we had one driver who found that medical specimen delivery wasn ’ t for him . But he still drives for us , delivering cupcakes for our client , Sprinkles . Every day he picks up cakes from one store and drives them to their delivery locations . He ’ s found his niche and he ’ s happy to keep doing what he ’ s doing .

RICHARD When we bring on a new driver , I spend a lot of time interacting with them . Not just to discuss their availability , but to find out more about them to see which client would be a best fit . I want to set the tone early in the relationship and I want to be upfront about what we expect of them . When I first meet them , I know something about them from the quiz section of our hiring tool , but I want to interact with them on a deeper level during the initial onboarding . That goes a long way .

CLDA How do you maintain your admirable turnover rate ?

RICHARD We don ’ t bring them into the fleet and just let them be another number . We follow up with them routinely . I like to use the “ Hamburger Method .” Think of the top bun in a hamburger as representing feedback . That ’ s where we celebrate the wins and discuss everything that they ’ ve been doing well . The patty is the area of improvement ; the things that we ’ d like to see them work on , like punctuality for example . And then the bottom bun , which is the most important , is thanking them ; letting them know we appreciate what they are doing , and that the client appreciates their work too .

I do follow-ups every one or two weeks depending upon the driver and the client . That might be a phone call or even just a text . There are some drivers that I message on a regular basis . There are some that I just check in every Monday to make sure everything ’ s all right .
It ’ s not just “ Hey , how ’ s it going ?” I try to discuss their goals and aspirations . Are they just looking for supplemental income or something that pays the bills ? Are they retired ? Or a college student ? Do they want ( or prefer ) to work nights to fit into their schedule ? I try get onto a personal level . Doing this extra step , I can position them with a client that makes sense for them . It ’ s about camaraderie ; not just a transaction . Once I know something on a personal level about them , I can follow up with them and say , “ How ’ s school going ?” Or “ Are you working enough ?” Or “ Is there any way I can help you ?”
I want them to know they ’ re not on an island . They are part of the team . I know that they ’ re ICs , but I want them to feel like they ’ re more than just a number .

TAIBEL Yes , you ’ ve got to build a relationship with them . You have to find out what interests them . You have to have those conversations to know who they are . We ’ re very transparent about what we do at Dropoff . We let them know that there are opportunities for promotion ; a chance to get beyond the vehicle if they so choose . For example , when we have a city manager position open , we ’ ll look to our most reliable drivers to fill it . That ’ s because they understand the business . They have the relationships with the clients in the market because they ’ re the ones seeing them every day . The clients are usually very excited to see somebody they already have a relationship with move up into a leadership role .

CLDAWhat else keeps a driver with you ?

TAIBEL Money . At the end of the day , it ’ s all about the dollars they can make per hour . And that ’ s crazy right now . The market for drivers is a competition for their services . To keep the drivers , you ’ ve got to pay drivers , but what they ’ re making now versus what they were making two three years ago is very different . The dollars are astronomically high . The good news about that is that it ’ s much easier for somebody to make a living as an IC contract driver now , just because of the money involved .

20 customized logistics & delivery Magazine spring 2022